Genesys Cloud enables agents and supervisors to dispute evaluations through a configurable feature in evaluation forms. To activate this capability, quality administrators must access Menu > Conversation Intelligence > Quality Management > Evaluation Forms, select the target form, navigate to the Settings tab, and toggle the "Allow disputes" option to Enabled. Administrators can set a maximum of up to 5 disputes per evaluation, with a 45-day timeframe for evaluators to review each dispute. When a dispute is filed, Genesys Cloud can assign the evaluation through three methods: to the original evaluator, to a specified individual evaluator, or left unassigned for Process Automation to designate the assignee. All assigned evaluators receive inbox notifications and scorable evaluations. This feature requires the Quality > Evaluation Form – Edit or Quality > Evaluation Form – Add permission, with dispute configuration available only in Copy Evaluation mode. Additional dispute management details are available in the Manage disputed evaluations documentation.
Quality > Evaluation Form – Edit or Quality > Evaluation Form – Add permission (for configuring disputes in Copy Evaluation mode only)
On the right side of the editor, click the Settings tab.
Under Disputes, toggle Allow disputes to Enabled.
Set the maximum number of disputes allowed. Users cannot dispute an evaluation after the maximum number of disputes has been reached.
The quality admin must set how Genesys Cloud assigns the evaluation each time a user disputes the evaluation.
Assign to original evaluator – Genesys Cloud assigns the evaluation to the original evaluator. The selected individual receives an inbox notification and an assigned scorable evaluation.
Assign to individual – Specify an evaluator to whom Genesys Cloud assigns the evaluation. The selected individual receives an inbox notification and an assigned scorable evaluation.
Leave unassigned – Genesys Cloud does not assign the evaluation automatically. In this case, set up Process Automation to designate the assignee.
Notes:
The dispute timeframe per evaluation defines how many days the evaluator has to review the dispute. Currently the timeframe is 45 days.
The maximum number of disputes allowed for an evaluation is 5.