QEval UI User Manual

Dispute Summary Report

Table of Contents

Overview

The Dispute Summary Report provides a consolidated view of all evaluation disputes raised by agents, along with their resolution status and final outcomes. This report helps users track dispute volumes, monitor pending cases at Supervisor and QA Supervisor levels, and analyse agreement/disagreement trends across Agents, Client Name, and Program.

To view this report, select:

Report > Reports Home > Agent Level Report > Dispute Summary Report

Reports Home > Dispute Summary Report

The following page will be displayed.

Filter Panel

Configure Report Filters

Configure the following fields to view the required result:

Screen Elements

Description

Date Range

User can define a date range by either selecting from predefined timeframes in the dropdown or specifying a custom range based on the need. Available filters include Today, Last 7 Days, Last 10 Days, Last 30 Days, Last 12 Weeks, Last 6 Months, Week to Date, Month to Date, Previous Day, Previous Week, Previous Month, and Custom Date Range. Select the option that best suits your requirements.

Start Date

If user selects the custom date range then users would be able to select the start date and end date as per their need.

End Date

Select the end date.

Client Name

Select the name of the client from the dropdown list.

Program Name

Select the required program(s) from the dropdown list based on the selected Client Name. Multiple programs can be selected if needed; however, when multiple programs are chosen, dependent filters such as Evaluation Form Name, Sub Program Name, and Location will be hidden.

Evaluation Form Name

Evaluation Forms are displayed as per the client name and program name selected.

Select the Evaluation Form from the dropdown list.

Sub Program Name

Select the name of the sub-program from the dropdown list.

Location

Select the location name.

Agent

Enter the initial characters of the agent’s name and select the name from the dropdown list displayed.

Note:If the agent name is not selected, it displays the reports for all the agents.

Supervisor Name

Enter the initial characters of the supervisor’s name and select the name from the dropdown list displayed.

Partner

Select the Partner name from the dropdown list which will display the different Partner Names.

Employee Status

Select the required Employee status from the dropdown, such as Active, Inactive, or All.

Data Type

Select the required Data Type from the dropdown to determine the report format.

  • Operational Data – Generates the standard dispute summary report with an additional QA Supervisor Name column.
  • Dispute Performer Data – Generates a detailed report that includes Dispute Performer Name columns and categorizes dispute activities by Self and Proxy performers.

Date Type

Evaluation Date: Select the radio button to search on the basis of the Evaluation date.

Interaction Date: Select the radio button to search on the basis of Interaction date.

Modified Date: Select the radio button to search on the basis of the evaluation form modified date.

Note: In QEval AI instances, Interaction Date is the default selected Date Type in the filter panel. Users can switch the Date Type to Evaluation Date or Modified Date as needed.

Evaluator Role

Select the required Evaluator role from the left-hand side box which will display the list of all the user roles of higher order.

One can also search the roles by entering the role’s name in the Filter field.

Once the role(s) is selected, click on Right Arrow button, and the selected role(s) will be moved to the right-hand side box.

To move all the roles to the right-hand side box at once, click on Double Right Arrow button.

To remove a few roles from the right-hand side box and move them back to the left-hand side box, firstly, select such roles and then, click on Left Arrow button.

To move all the roles from the right-hand side box to the left-hand side box at once, click on Double Left Arrow button.

Once the search criteria are set, then, click on the Generate Report button.

View Report Results

After configuring the required filters, click Generate Report to display the Dispute Summary Report in a tabular format. The report layout varies based on the selected Data Type.

Case 1: Operational Data

When Operational Data is selected, the report displays the standard operational dispute summary at the Agent level. In addition to the existing report columns, the report includes the QA Supervisor Name column.

The report contains the following information:

  • Agent Name
  • Supervisor Name
  • QA Supervisor Name
  • QA Score with Auto-Fail %
  • Total Evaluations (Count)
  • Action by Agents (Count & %)
  • Reviewed by Agent (Count & %)
  • Disputed by Agent (Count & %)

  • Supervisor Agreed with Agent (Count & %)
  • Supervisor Partially Agreed (Count & %)
  • Supervisor Disagreed with Agent (Count & %)
  • Pending for Supervisor (Count & %)
  • QA Agreed with Supervisor (Count & %)
  • QA Supervisor Partially Agreed (Count & %)
  • QA Disagreed with Supervisor (Count & %)
  • Pending for QA Supervisor (Count & %)

Case 2: Dispute Performer Data

When Dispute Performer Data is selected, the report provides a detailed view of dispute activity by identifying who performed each dispute action.

In addition to the standard report columns, the report includes a Dispute Performer Name column after each of the following columns:

  • Agent Name
  • Supervisor Name
  • QA Supervisor Name

The report also categorizes dispute activities into Self and Proxy entries, enabling users to identify whether the disputed action was performed by the user themselves or by a proxy acting on their behalf.

The report includes all columns available in the Operational Data view, along with the additional Dispute Performer Name columns and Self/Proxy performer details for enhanced dispute analysis.

Customise Report Columns

At the top-right corner of the table, a Column Selection button is available.

Click this button to view the list of available column headers. You can select or deselect the checkboxes to display only the required columns in the table. The button is shown below.

Dispute Summary Report > Column Selection button

Export Report

The report can be exported by clicking on the Export To button and selecting either Excel or CSV format. Choose the desired format to download the report accordingly.

Dispute Summary Report > Export to

Schedule Reports

To schedule this report, click on the Subscribe button, as highlighted on the screen below.

Dispute Summary Report > Subscribe

Once you click on “Subscribe” button, it pop-up a new window of Report Schedule as mentioned in below screen-

Report Subscribe > Email

The data elements displayed on the screen are explained below-

  • To: Mention the email ID to whom you need schedule a report. You can add multiple email IDs and separate it by semi-colon.
  • Report Title: Add the title of the report.
  • Message: Mention the content which you want to add under email body.
  • Recurrence: It shows Daily, Weekly, Monthly. This means it schedule the report weekly, monthly or you need only once, you can select as per your requirement.

When the Recurrence as Daily is selected you need to select 

  • MTD: Select the Month to Date check box, if required. 
  • Delivery Time: Select the timing for report delivery.
  • Expiry Day: Select the expiry date on while the report scheduling will stop.
  • File Type: Select Excel or CSV to specify the format for scheduled report delivery.

Recurrence on Daily Basis

When the Recurrence as Weekly is selected you need to select 

  • MTD: Select the Month to Date check box, if required.
  • Delivery Time: Select the timing for report delivery. 
  • Selected Days: You can select the days by clicking on the checkbox for which it will trigger an email notification on every week on that day. E.g. If you select “Monday” & “Friday”, it will trigger an email notification for the report on every Monday & Friday of the week. 
  • Expiry Day: Select the expiry date on while the report scheduling will stop.
  • File Type: Select Excel or CSV to specify the format for scheduled report delivery.

Recurrence on Weekly Basis

When the Recurrence as Monthly is selected you need to select-

  • Delivery Time: Select the timing for report delivery.

From On the following day and On this day of the month select any 1 option

  • On the following day: It allows to select the date and the day of the specific month for which the report will be scheduled
  • On this day of the month: It allows to select the date of the month for which the report will be scheduled.
  • Expiry Day: Select the expiry date on while the report scheduling will stop.
  • File Type: Select Excel or CSV to specify the format for scheduled report delivery.

Recurrence on Monthly Basis

Once the necessary details are confirmed, click on the Submit button to subscribe the report or click on the Cancel button to discard the process. 

An acknowledgment message will be displayed on the screen and the report will be scheduled.

Acknowledgement Message

Now, click on “SFTP” button, from the window of Report Schedule as mentioned in below screenshot:

Report Subscribe > SFTP

The data elements displayed on the screen are explained below:

  • Host Name : Add the name or IP address of the server to be connected to.
  • User Name: Add the login credential used for authenticating the connection to the host.
  • Password: Add the secret key required for authentication, used in conjunction with the user name.
  • Port: Add the network port number designated for the connection (e.g., 22 for SSH, 21 for FTP).
  • Destination Path: Enter the specific file path on the destination server where files will be transferred or accessed. Files are stored in nested folder levels (e.g., FolderA/FolderB/FolderC).
    Note: If no path is provided in the destination path, then the file will be delivered to the default root folder.
  • When the Recurrence as Daily is selected you need to select 
    • MTD: Select the Month to Date check box, if required. 
    • Delivery Time: Select the timing for report delivery.
    • Expiry Day: Select the expiry date on while the report scheduling will stop.
    • File Type: Select Excel or CSV to specify the format for scheduled report delivery.

Recurrence on Daily Basis

When the Recurrence as Weekly is selected you need to select 

  • MTD: Select the Month to Date check box, if required.
  • Delivery Time: Select the timing for report delivery. 
  • Selected Days: You can select the days by clicking on the checkbox for which it will trigger an email notification on every week on that day. E.g. If you select “Monday” & “Friday”, it will trigger an email notification for the report on every Monday & Friday of the week. 
  • Expiry Day: Select the expiry date on while the report scheduling will stop.
  • File Type: Select Excel or CSV to specify the format for scheduled report delivery.

Recurrence on Weekly Basis

When the Recurrence as Monthly is selected you need to select 

  • Delivery Time: Select the timing for report delivery.

From On the following day and On this day of the month select any 1 option

  • On the following day: It allows to select the date and the day of the specific month for which the report will be scheduled
  • On this day of the month: It allows to select the date of the month for which the report will be scheduled.
  • Expiry Day: Select the expiry date on while the report scheduling will stop.
  • File Type: Select Excel or CSV to specify the format for scheduled report delivery.

Recurrence on Monthly Basis

Once the necessary details are configured, click on the Submit button to subscribe the report or click on the Cancel button to discard the process.

Submit Button

An acknowledgment message will be displayed on the screen and the report will be scheduled. 

Acknowledgement Message

Manage Storage Accounts

The Storage Account serves as a centralized repository for securely storing and managing evaluation-related data. It includes key details such as Host Name, User Name, Password, Port, Created Date, and Action, and provides users with the ability to add and maintain records. This system ensures that all evaluation data is organized, easily accessible, and securely stored for efficient reference and processing in the future.

To access this feature, click on the Storage Accounts button, as highlighted in the screen below- 

Storage Accounts

The user will be directed to the Storage Accounts pop-up window, this page display the list of all added records as shown below-

Storage Accounts Pop up Window

The data elements displayed on the screen are explained below:

  • Host Name : Displays the name or IP address of the server to be connected to.
  • User Name: Displays the login credential used for authenticating the connection to the host.
  • Password: Displays the secret key required for authentication, used in conjunction with the user name.
  • Port: Displays the network port number designated for the connection (e.g., 22 for SSH, 21 for FTP).
  • Created Date: Displays the date on which the record was created.
  • Action: User can edit or delete the specific record using the options available in the Action field. Simply click the Edit (Pencil)  or  Delete button to update or remove the report subscription as needed.

Add New Record 

The Add New Record functionality allows users to input and save new data into the system, creating a fresh entry in the database. This feature enables the addition of new information, ensuring the system stays up-to-date with the latest records.

To access this feature, click on the Add New Record button, as highlighted in the screen below-

Add New Record

Upon clicking on the Add New Record button, the following Add Record pop-up window will be displayed-

Add Record Details

Provide the necessary information in the appropriate fields and click the Submit button to save and store the new record in the storage account. 

In addition to manually entering details, the system offers an automated feature that retrieves and populates relevant fields with existing data when a specific record is selected in a row. This functionality significantly optimizes the data entry process by reducing manual effort, saving time, and improving overall efficiency.

To utilize this feature, simply click on the desired record that needs to be added under the SFTP details, as illustrated in the highlighted section of the screen below-

Record Details

Upon clicking, the corresponding details will be populated under the SFTP details section, as shown in the screen below.

Record Details

Now, click on “S3” button, from the window of Report Schedule as mentioned in below screenshot:

Report Subscribe > S3

The data elements displayed on the screen are explained below:

  • Bucket Name : Enter the name of the storage bucket where data is stored.
  • Access Key: Enter the unique key used to authenticate access to the storage.
  • Secret Key: Enter the confidential key used alongside the Access Key for secure authentication.
  • Region: The geographical location of the storage bucket (e.g., US-East, EU-West).
  • When the Recurrence as Daily is selected you need to select 
    • MTD: Select the Month to Date check box, if required. 
    • Delivery Time: Select the timing for report delivery.
    • Expiry Day: Select the expiry date on while the report scheduling will stop.
    • File Type: Select Excel or CSV to specify the format for scheduled report delivery.

Recurrence on Daily Basis

When the Recurrence as Weekly is selected you need to select 

  • MTD: Select the Month to Date check box, if required.
  • Delivery Time: Select the timing for report delivery. 
  • Selected Days: You can select the days by clicking on the checkbox for which it will trigger an email notification on every week on that day. E.g. If you select “Monday” & “Friday”, it will trigger an email notification for the report on every Monday & Friday of the week. 
  • Expiry Day: Select the expiry date on while the report scheduling will stop.
  • File Type: Select Excel or CSV to specify the format for scheduled report delivery.

Recurrence on Weekly Basis

When the Recurrence as Monthly is selected you need to select 

  • Delivery Time: Select the timing for report delivery.

From On the following day and On this day of the month select any 1 option

  • On the following day: It allows to select the date and the day of the specific month for which the report will be scheduled
  • On this day of the month: It allows to select the date of the month for which the report will be scheduled.
  • Expiry Day: Select the expiry date on while the report scheduling will stop.
  • File Type: Select Excel or CSV to specify the format for scheduled report delivery.

Recurrence on Monthly Basis

Once the necessary details are configured, click on the Submit button to subscribe the report or click on the Cancel button to discard the process.

Submit Button

An acknowledgment message will be displayed on the screen and the report will be scheduled. 

Acknowledgement Message 

Storage Account

The Storage Account serves as a centralized repository for securely storing and managing evaluation-related data. It includes key details such as Host Name, User Name, Password, Port, Created Date, and Action, and provides users with the ability to add and maintain records. This system ensures that all evaluation data is organized, easily accessible, and securely stored for efficient reference and processing in the future.

To access this feature, click on the Storage Accounts button, as highlighted in the screen below-

Submit Button

The user will be directed to the Strong Accounts pop-up window, this page displays the list of all added records as shown below-

Storage Accounts Pop-up Window

The data elements displayed on the screen are explained below- 

  • Bucket Name : Displays the name of the storage bucket where data is stored.
  • Access Key: Displays the unique key used to authenticate access to the storage.
  • Secret Key: Displays the confidential key used alongside the Access Key for secure authentication.
  • Region: Displays the geographical location of the storage bucket (e.g., US-East, EU-West).
  • Created Date: Displays the date on which the record was created.
  • Action: User can edit or delete the specific record using the options available in the Action field. Simply click the Edit  or Delete Button to update or remove the report subscription as needed.

Add New Record 

The Add New Record functionality allows users to input and save new data into the system, creating a fresh entry in the database. This feature enables the addition of new information, ensuring the system stays up-to-date with the latest records.

To access this feature, click on the Add New Record button, as highlighted in the screen below-

Add New Record

Upon clicking on the Add New Record button, the following Add Record pop-up window will be displayed-

Add Record Details

Provide the necessary information in the appropriate fields and click the Submit button to save and store the new record in the storage account. 

In addition to manually entering details, the system offers an automated feature that retrieves and populates relevant fields with existing data when a specific record is selected in a row. This functionality significantly optimizes the data entry process by reducing manual effort, saving time, and improving overall efficiency.

Record Details

To utilize this feature, simply click on the desired record that needs to be added under the S3 details, as illustrated in the highlighted section of the screen below-

Upon clicking, the corresponding details will be populated under the S3 details section, as shown in the screen below- 

Record Details

Review Subscription History

Subscription History refers to a detailed record of all subscription-related activities and transactions associated with a user or account. This includes information such as subscription start and end dates, renewal history, payment details, plan changes, cancellations, and other relevant actions or updates made to the subscription over time.

To access this functionality, click on the  Subscription History  button as highlighted in the screen below-

Subscription History

Upon clicking on the Subscription History button, the following Report Schedule Grid pop-up window will be displayed-

Report Schedule Grid

One can edit or delete the subscription history report using the options available in the Action field. Simply click the or respective icons to update or remove the report subscription as needed.

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