Quality Assurance (QA)

Review your scores (agent)

Agents see evaluations of their own calls under Quality → My Evaluations — never anyone else's, covering the last 90 days. A banner counts the evaluations still awaiting acknowledgement.

Open a row to read the feedback in context: the score per section, the evaluator's comments — and the call itself, under strict privacy rules that are printed right on the page:

The transcript is shown redacted — personal and payment data (card numbers, addresses, verification details) appear as masked bars, for the agent's own call just like everywhere else in Orbit:

From here the agent has exactly two moves: Acknowledge or Dispute.

The dispute window is a state, not a countdown

Nothing expires on a clock here. Disputing opens the window and only a supervisor's decision closes it — so a dispute left unresolved stays open, and the agent keeps their recording access while it is.

Acknowledging spends the right permanently. Once an agent accepts a score they cannot dispute it afterwards, and the recording locks again. Agents should read the evaluation before they acknowledge it, not after.

Dispute a score (agent)

1. Open the evaluation and press Dispute.

2. Give a concrete reason — this becomes the first entry of a permanent record:

   

   

3. On submit, the evaluation flips to Disputed and the recording unlocks for the dispute — stream-only, watermarked, logged:

   

   

When the supervisor closes the dispute, playback access ends with it.