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When an agent disagrees with a score, they contest it from their own view of the evaluation, naming the criterion and saying why. That creates a contested evaluation: a small, self-contained review job with the original result on one side and the agent’s argument on the other. Your job is to decide, criterion by criterion, who is right. Contests have their own view in the Inbox rather than a section of their own, and if you have a routing rule for Evaluation is contested they arrive already assigned to a queue or a person. Contested tickets inbox with three groups, Assigned to you, Up for review, and Completed, each holding one contest

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Before you start

  • Open Inbox > Contested tickets.
  • Agents raise contests themselves, and only on an evaluation with at least one failed criterion. If your organization sets a dispute window under Settings > Evaluations, contests raised after that many days are refused.
  • An agent can have only one open contest per ticket at a time, so you will not find two competing objections on the same evaluation.

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Find the contest you should be working

The page groups contests by who is holding them:
  • Assigned to you — unresolved contests on tickets you are the assignee of. Start here.
  • Up for review — unresolved contests assigned to someone else, or to nobody. Scan this when you are covering for a colleague or clearing a backlog.
  • Completed — contests that have had a decision. The badge on the right reads Accepted or Rejected.
Each row shows the QA score that was contested, the agent who raised it, a summary of the ticket, and an assignee avatar you can click to hand the contest to someone else without opening it. When the list is long, Filters narrows it by Assignee, Agent, Contest level, Outcome, Contested evaluation (whether the disputed score came from AI or a person), and Contest date. Contest level counts how many times that agent has contested that ticket, so filtering to 2nd level surfaces the disputes that have already been through one decision.

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Open the objection

A contested ticket carries an Evaluation contested banner across the top, and the evaluation itself shows how many criteria are in dispute.
  1. Click the contest in the inbox to open the ticket.
  2. Under the agent’s score, find the line counting the contested evaluations, such as 1 evaluation contested when a single criterion is in dispute.
  3. Click Review evaluation.
Ticket view with an Evaluation contested banner at the top and a Review evaluation button beside the contested count

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Read both sides before deciding

The Contested evaluations dialog puts the conversation, the original result, and the agent’s argument side by side, so the transcript is one pane away while you weigh the claim.
  • Left — ticket details and the conversation itself. This is where you verify the claim rather than take it at face value.
  • Middle, Contested evaluation — the criterion as it was scored, its score out of the maximum, and the reason recorded at the time. Where the evaluation used checks, Check results expands to show each one.
  • Right, Contests — what the agent is disputing. Disagree with score and Disagree with feedback are separate claims and a contest can carry both, followed by their comment and any files they attached.
Contested evaluations dialog showing the conversation details, the contested criterion with its score and reason, and the agent's objection with Accept and Reject buttons

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Decide each criterion

Every disputed criterion needs its own decision, and Submit feedback stays disabled until they all have one.
  1. Click Accept or Reject on the criterion.
  2. If you accepted, set the New Score. A criterion built on score options gives you a dropdown, sometimes with a feedback option to pick alongside it. A criterion scored out of a maximum gives you a number field.
  3. Write the Feedback. It is required either way, and the agent reads it, so say what you looked at rather than just restating the outcome.
  4. Attach a file if the evidence is easier to show than describe.
  5. Click Submit feedback.
Contested evaluations dialog with Accept chosen, a new score of 4 entered, and reviewer feedback written in the Feedback field Rejecting takes only feedback: there is no score to set, because the original stands.
Answer the specific claim. If the agent says the information came from a billing email rather than from them, the useful reply says whether you found that email, not that the score was correct. A contest is usually the only written exchange an agent gets about a score they think is wrong.

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What submitting does

Rulebase writes a new manual evaluation in your name, copied from the contested one, with your decision recorded against each criterion you ruled on. That evaluation becomes the ticket’s current result, replacing the contested one, as the warning at the top of the dialog says. The contest itself moves to Completed. Its badge reads Accepted only when you accepted every disputed criterion; reject any one of them and the whole contest is recorded as Rejected. On the ticket, the review prompt is replaced by an Evaluation contested line with a View results button, so the agent and anyone reviewing later can read your decision and feedback against each criterion. Resolving a contest does not resolve the ticket. If the ticket was assigned to you for review, it stays assigned and unresolved until you close it out the usual way.