Appealing Evaluations

The appeals process can take one of two paths, depending on whether or not the evaluation has been audited.

You can only re-appeal on the same questions that were originally appealed. The re-appeal question must suggest the same answer that was suggested as part of the original appeal.

The time window for appeals is defined by your system administrator.

The Evaluation has not been Audited

If the Evaluation has not been audited, the process is:

1.

Original Evaluation of agent (see Evaluating an Agent).

2.

Appeal of one or more questions (see Appealing or Re-Appealing a Question).

After an appeal, the evaluation cannot subsequently be audited.

An appeal lockout period may be in effect, depending on your system setup. See your system administrator to see if your system uses an appeal lockout period.

3.

Rule on appeal.

4.

Re-appeal (see Appealing or Re-Appealing a Question).

Re-appeals are optional, and may not be allowed in your system setup. See your system administrator to learn the number of re-appeals allowable for your system.

5.

Rule on re-appeal. Note that this part of the process is only applicable if the evaluation was re-appealed.

The Evaluation has been Audited

If the Evaluation has been audited, the process is:

1.

Original Evaluation of agent (see Evaluating an Agent).

2.

Audit of the original Evaluation.

An audit lockout period may be in effect, depending on your system setup. See your system administrator to see if your system uses an audit lockout period.

After an audit is performed on an Evaluation form, the agent cannot appeal it, although the original evaluator may do so.

3.

Appeal of one or more questions (see Appealing or Re-Appealing a Question).

An appeal lockout period may be required, depending on your system setup. See your system administrator to see if your system uses an appeal lockout period.

4.

Rule on appeal.

5.

Re-appeal (see Appealing or Re-Appealing a Question).

Re-appeals are optional, and may not be allowed in your system setup. See your system administrator to learn the number of re-appeals allowable for your system.

6.

Rule on re-appeal.

This part of the process is only applicable if the evaluation was re-appealed.

Lockouts

Depending on your system setup, you may have to wait for a period of time before you can appeal or audit an evaluation. This time period is set in days (from the time the evaluation is published) and is designed to give agents and/or auditors a chance to appeal or audit an evaluation. See your system administrator to see if your system uses a lockout period for appeals, and how long that period lasts.