Genesys Cloud provides agents and supervisors with a comprehensive dispute resolution process for completed evaluations, enabling stakeholders to challenge scoring decisions and submit detailed explanations of their disagreement. Agents can dispute completed and released evaluations within a 45-day window from completion, while supervisors can dispute completed but unreleased evaluations if assigned as evaluators. Upon dispute submission, evaluations transition to an "In Review" state and are routed to the evaluator for reassessment. The dispute workflow requires specific role-based permissions: agents need the Quality > Evaluation – Dispute permission, evaluators require Quality > Evaluation – Edit or Quality > Evaluation – Edit score permissions to revise scores, and Quality > Evaluation – Decline permission to reject disputes. Evaluators can respond to disputes by revising evaluation scores based on feedback or declining the dispute entirely. Administrators configure which evaluation forms permit disputes and designate which assignees can revise disputed evaluations. The system enforces a 5,000-character input limit for evaluation comments, agent revision comments, evaluator comments, review comments, private comments, and answer comments for evaluations created on or after February 19, 2024. Organizations implementing dispute functionality should note that existing APIs will return evaluations in "In Review" and "Retracted" states, potentially requiring updates to custom applications utilizing these APIs. Genesys Cloud also includes a feedback collection mechanism that allows users to rate article helpfulness and provide detailed responses regarding content accuracy, clarity, and relevance. The feedback form captures user role information and includes options to report issues such as inaccurate or incomplete information, outdated content, or unclear presentation, as well as positive feedback regarding task completion and information accessibility. The system requires acknowledgment of the Genesys Cloud privacy policy before feedback submission.