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Admins turn disputes on and set two deadlines for the workspace. The dispute report then shows how often agents appeal, how often QAs change the AI’s rating, and which parameters the AI gets wrong most. In Ringg Analytics: Sidebar → Settings for the settings, Sidebar → Analytics for the report.

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Settings

Appeals settings card switched On, with Appeal window 3 calendar days and QA turnaround target 2 calendar days, and a Save button

Dispute settings

1

Turn appeals on

In the Appeals card, turn the switch On. Agents can’t appeal while it is off.
2

Set the deadlines

Both are in calendar days, from 1 to 30:
3

Save

”Saved” shows next to the button.
Only owners and admins can open Settings. Whether a QA sees the AI’s score while reviewing is set per QA on Team (see QA settings).

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Dispute report

The Disputed AI scores section at the bottom of Analytics covers the period you pick. Owners, admins and QAs in full view can see it.
Disputed AI scores section with Appeal rate 15%, Overturn rate 83%, Median turnaround 20.4 h, Closed on time 100% and Open now 3, the outcomes line, and Overturn rate by parameter listing four parameters with their disputed and overturned counts

The dispute report

Open the queue opens Interactions filtered to appeals waiting for review. Export downloads the appeals in the period as a spreadsheet, with one sheet for the appeals, one for every disputed parameter’s result, and one for their history.

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Next steps

Review a dispute

Work through the queue.

Metrics

Sharpen the descriptions of parameters the AI gets wrong.

Roles and access

Set each QA’s review mode.