# How To Review And Decide An Appeal

## 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

1. **Find the appeal.** Open [QA Analysis · Appeals](https://wfm.zenops.cx/service/quality/appeals). Use **Pending**, **Resolved**, or **All** and the agent filter, then open the published result.
2. **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.
3. **Discuss if needed.** Add a comment in the appeal thread to clarify evidence or ask for context. Comments do not resolve the appeal.
4. **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.
5. **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.
6. **Verify the outcome.** Check the appeal status and the version list on the published result. The agent can read the resolution in [My Quality](https://wfm.zenops.cx/agent/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Publishing corrections separately from the run page while an appeal is open closes that appeal as **Superseded**.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](/help/articles/qa-how-corrections-affect-a-published-result/).

> Canonical page: https://zenops.cx/help/articles/qa-how-to-review-and-decide-an-appeal/
> Audience: For quality managers
> Summary: Review an agent appeal and record an upheld or corrected decision.