A right of reply, on the record.
An agent who thinks a score is wrong opens a dispute against the specific question, in writing. The evaluator answers. If the agent is right the score is corrected and the average updates. Every message, every change and every decision is kept — so a quality program is something people trust rather than something that happens to them.
What you get
Against a question, not a mood
A dispute names the question and the reason. That is a conversation with a resolution, rather than a complaint about a number.
Corrections that actually apply
When a dispute succeeds the score changes, the agent's average changes with it, and the correction is visible in the audit trail.
Nothing disappears
The original score, the argument, the answer and the outcome all stay attached to the evaluation — including the ones that were rejected.
A signal about your scorecard
One question generating most of your disputes is not an agent problem. It is a question that means different things to different people, and now you can see which one.
How it works
The agent opens it
From their own evaluation, against the specific question, with their reasoning.
The evaluator answers
Accept and correct, or explain and decline. Either way it is written down.
It stays on the record
Resolved or rejected, the exchange is part of the evaluation from then on.
Questions people ask about this
That is not what happens in practice, because a dispute has to name a question and give a reason, and the answer is on the record. What you usually find is a small number of agents disputing a small number of questions — and that those questions were genuinely ambiguous.
The agent, their evaluator, and management. It is part of the evaluation, scoped the same way everything else is.
See it on your own calls
Book a walkthrough of the software. Send us a few recordings and your current evaluation form; we load them into Mira scores so you can watch the platform score your own calls, side by side with the scores your team assigned.
A live walkthrough of the platform with a person, usually within one business day.