Call Appeal enables you to exclude specific calls from the automatic QA scoring system. This can be done in situations where a call has been unfairly scored (e.g. due to outside factors such as poor call quality, mistranscription, etc).
Appealing such call allows you to prevent them from adversely impacting your QA scores, making these scores more accurate and reflective of your agents' true performance.
Note: This feature is only available to daisee admins
By using this feature, you are directly contributing to the Daisee AI and helping to train the models on what calls may not be correctly scored. Where calls have been removed from the QA score, our system will automatically process the reason logged for the appeal and improve our AI moving forward.
In this article, you'll learn about Call Appeals, including:
How to appeal a call
To initiate a call appeal, firstly navigate to the media player for the call you wish to appeal. Then click on the review status label for the call (in the top right corner) - this will open the Review Call feature.
Note: this label may read 'unreviewed', 'reviewed', or 'required action'.
The Review Call screen will display four tabs - Overview, Comment, History, and Appeal. Select the Appeal tab, then click the Start Appeal button.
You will then need to complete the three sections of the appeal:
Exclude This Call - Select to remove the call from the QA scores
Reason for Exclusion - Select the reason you'd like to remove this call from the scores
Questions Incorrectly Evaluated - Select the question/s which have been incorrectly evaluated on this call (if relevant)
Once completed, click Submit Appeal. This will remove the call from the QA scores.
Note: The All Calls page will display which calls have been excluded from the QA score. The ⊗ icon in the Review Status column (like below) will indicate that a call has been excluded.
How to un-appeal a call
To 'un-appeal' a call, simply navigate back to the Appeal tab within Review Call screen, and select Start Appeal again.
Uncheck the 'Exclude this call' box in the appeal, then click Submit.
This will re-add the call back into the QA score.
