Controlling Access to Queries
Overview
You can control which user roles are allowed to raise queries (disputes) against quality evaluations. This gives you flexibility to permit all users, only non-agent roles, or no roles at all from raising queries.
Available options
There are three possible configurations for how queries can be used:
Queries are not allowed for any roles -- No user, regardless of role, can raise a query against an evaluation.
Queries are allowed, but only for non-agents -- Team leaders, managers, and other non-agent roles can raise queries, while agents cannot.
Queries are allowed for all user roles -- All users, including agents, can raise queries on evaluations.
How to configure query access
You need the Configure Quality Settings permission to make changes to query access.
Navigate to Settings > Quality Settings
Select the Workflow tab
Locate the Query Settings section
Select Yes or No to allow evaluations to be queried
If you select Yes, you can then choose:
Which roles can raise and see queries (all roles or just non-agent roles)
The type of evaluation that can be queried
The maximum number of queries allowed
Any query deadlines
If you select No, all other options are hidden and no user will be able to raise or see queries
Click Save Changes to apply your settings
Important notes
Changes apply to future queries only -- existing open queries are not affected
The query deadline controls how many days after an evaluation is published a query can be raised (see How to add a deadline to Queries for details)
You can set the maximum number of times a single evaluation can be queried