Objective
Review an agent's challenge to a published QA result and record an upheld or corrected decision.
Before you begin
You need Quality: Manage to resolve an appeal. Quality readers and team leads may see appeals within their access scope, but only a full quality manager can decide them.
Resolution
- Find the appeal. Open QA Analysis · Appeals. Use Pending, Resolved, or All and the agent filter, then open the published result.
- Review the dispute. Read the selected criteria, the agent's explanation, comments, published grades, and conversation evidence. The appeal belongs to one published version; check whether it is still current.
- Discuss if needed. Add a comment in the appeal thread to clarify evidence or ask for context. Comments do not resolve the appeal.
- Choose Upheld when the grades stand. In Resolve this appeal, select Upheld, write an explanation for the agent, and select Uphold. The published grades remain as they are.
- Choose Corrected when grades change. Open the linked run page and save the corrected criterion decisions first. Return to the published result, select Corrected, write the agent-facing explanation, and select Publish correction. This resolves the appeal and publishes the corrected grades as a new version in one step.
- Verify the outcome. Check the appeal status and the version list on the published result. The agent can read the resolution in My Quality.
Publishing corrections separately from the run page while an appeal is open closes that appeal as Superseded. Use the appeal decision flow when the correction answers the appeal. See How Corrections Affect A Published Result.