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When an agent appeals a call, a QA re-scores it. You rate each disputed parameter with a remark the agent reads, keep or change the AI’s ratings for the rest, and resolve; your score becomes the call’s official score. In Ringg Analytics: Sidebar → Interactions → Filter → Appeal. Owners, admins and QAs can review.

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Before you start

A reviewer role

You are a QA, an admin or the owner.

An appeal waiting

An agent has appealed a call.

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Resolve a dispute

The video shows the whole flow, from the queue to the final score.

Taking an appeal from the queue, re-scoring it and resolving it

1

Open the queue

On Interactions, click Filter → Appeal, pick Waiting for review and click Save. The queue lists the oldest appeal first.
Interactions with the Appeal: Waiting for review filter chip, listing three calls by Meera Iyer, Rahul Verma and Vikram Rao, each with an Appeal · waiting badge

Appeals waiting for review

2

Claim the appeal

Click the call, then Open full page. The Appeal card shows who appealed, their team lead, the QA target and the disputed parameters. Click Start review.
Appeal card marked Submitted: submitted by Meera Iyer with team lead Rohan Das, QA target with 6 hours left, 1 disputed parameter, and a Start review button

An appeal waiting for a QA

The appeal moves to In review, and other QAs see that you have it.
3

Rate the disputed parameters

Review the appeal opens with “Disputed by the agent” first. Each disputed parameter shows the agent’s reason and the AI’s. Pick your rating and write a remark: the remark is required, and the agent reads it.
4

Keep or change the rest

Other parameters holds everything nobody disputed. Click Keep AI ratings for … to keep the AI’s rating on all of them, or Rate them myself to open them and change any. Tick Mark interaction as fatal if the call breaks a fatal rule, and add a note to the agent if you want; it goes in their email.
Review the appeal form: Disputed by the agent (1), 1/1 rated, with Stated the EMI amount and due date showing AI: No, the agent's and the AI's reasons, Yes selected, the QA's remark and an Accepted badge; below, Other parameters (9) · AI ratings kept with a Rate them myself button

A disputed parameter accepted, the AI's ratings kept for the rest

5

Resolve

Check Score so far and click Resolve appeal. The confirmation says how many parameters keep the AI’s rating; click Submit final score, or Back to change something.
Confirmation reading Your score replaces the AI score everywhere, and the agent and their TL are emailed. Submit the final scoring? The AI's ratings are kept for 9 parameters you didn't rate., with Back and Submit final score buttons

The last check before the score is final

The call shows “Final score · Appeal reviewed by QA” with the AI’s score and the outcome, and each disputed parameter’s result with your remark. The agent and their team lead get an email: “Appeal reviewed: …”.
Final score 100, AI scored 90 (+10) · Overturned; the Appeal card marked Resolved, submitted by Meera Iyer and resolved by Farah Ali; Stated the EMI amount and due date changed from No to Yes with the QA's remark; and the Correct the final score (offline dispute accepted) button

The resolved appeal

Your work saves as a draft while you review, so you can leave and come back. Only reviewers see the draft; the agent never does.

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Queue filters

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Release or reassign

  • Click Release to put an appeal you claimed back in the queue.
  • An owner or admin can Take back anyone’s claim, or pick a QA under Assign to… to hand it over.
  • A reviewer who is removed from the workspace, or moved to a role that can’t review, gives up their claims automatically.

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Blind review

A QA in Blind review sees the names of the disputed parameters but not the agent’s reasons, and none of the AI’s ratings or reasons, so they re-score the call from the recording. Keep AI ratings still works; the ratings stay hidden. See QA settings.

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Outcomes

Each disputed parameter is marked Changed or Unchanged (Accepted or Rejected in full view), and the appeal as a whole:

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Next steps

Results and corrections

What the agent sees, and how to correct a result.

Settings and reports

Turnaround targets and the dispute report.

QA reviews

Review calls nobody disputed.