What is a Multi-Approval Appeal Workflow?

Multi-approval appeals allows you have a team lead be the first reviewer of an appeal before it is submitted along to an appeal reviewer.

This is accomplished by allowing agents to appeal to an "Appeal Approver"

This article will walkthrough:

  1. How to set up Appeal Approvers

  2. Changes Appeal Approvers have on the Appeal Workflow

  3. Restrictions and Considerations to keep in mind


How to set up Multi-Approval Appeal Workflow

Setting Appeal Approvers

Appeal Approvers are set on an Agent Group Level, and this is done by having a MaestroQA Admin click on the "Edit" icon. Underneath where the agents are listed, you will see a box to "Select Appeal Approver(s)". Clicking this will populate a list of non-agent users who have access to the agent group.

You can select as many Appeal Approvers as you like. Our recommendation to have the most effective Appeal Workflow is to:

  1. Clearly establish one agent group per Appeal Approver

  2. Make sure there isn't too much agent overlap across each agent group

Click "Save Group" after you have selected the Appeal Approvers in order to save your changes.

Tips and Troubleshooting

When setting up Appeal Approvers, if you are not seeing users populate, make sure to double check that the Appeal Approver has:

  1. Has direct access to the agent group (just having access to "All Agents" will not work)

  2. Access to rubrics that the agents will appeal from

  3. Proper Role Permissions to view scores

  4. Is set up as a non-agent user

In addition, to successfully run a Multi-Approval Appeal Workflow, we recommend that Appeal Approvers do not double as Appeal Reviewers.

You can check this by navigating to "User Roles" > "Role Permissions" page underneath the option "Allow these users to review appeals".

Note: To fully utilize this workflow, you will also need to enable agents to be able to submit appeals. To do this, you need to enable this checkbox in "Other Settings" > "Additional Feature Settings"


Changes Appeal Approvers have on the Appeals Workflow

Introducing Appeal Approver workflow

Appeal Approvers will be the recipient of appeals from an agent. They are responsible for doing the initial review of an appeal to determine if the appeal should be reviewed by the Appeal Reviewer.

Agents submit appeals that will go directly to an Appeal Approver, and Appeal Approvers can view these appeals from the "Appeals" page in Maestro.

When reviewing an appeal, Appeal Approvers cannot modify or change the score on the appeal. Appeal Approvers are only able to fill out the form at the bottom as shown here:

When an Appeal Approver approves an appeal, the appeal is then sent to an "Appeal Reviewer" to finalize the appeal. Clicking on "Assign Reviewer" will populate a list of "Appeal Reviewers" which are set in User Roles > Role Permissions page.

When an Appeal Approver denies an appeal, the appeal is denied and will not be forwarded to an "Appeal Reviewer".

Changes to Agent Workflow

For an agent, the appeal workflow will remain the same. An agent will submit an appeal through Maestro as usual by clicking on "Start Appeal".

An appeal form will appear, and the agent will select all the required fields here.

The primary change is that when selecting a "Reviewer", only Appeal Approvers will populate in the dropdown list.

Once an appeal is submitted, the agent can view the status of the appeal from the Appeals page.

Changes to Appeal Reviewer workflow

Appeal Reviewer is defined as the final decision maker. An Appeal Reviewer would receive an appeal from the Appeal Approver.

The workflow to evaluate whether to deny or accept an appeal is untouched and will remain the same.

FAQ

Is it possible for Appeal Approvers to update scores?

By default, if an Appeal Approver cannot modify or update the score in an appeal.

Do Appeal Reviewers need to wait for an Appeal Approver to take action before approving/denying an Appeal?

No

Can I have multiple Appeal Approvers for one Agent Group?

Yes, each agent group can have as many Appeal Approvers as you like. We recommend to only have one Appeal Approver per agent group to help reduce error when submitting an appeal.

Can an Appeal Approver make multiple appeal decisions on the same appeal?

As long as an appeal does not have a decision finalized by the Appeal Reviewer, an Appeal Approver can choose to approve or deny an appeal as many times as they wish.

Who is notified via email in the process and when?

  • Agent raises -> Approver approves -> Reviewer approves

    • Agent starts appeal, selects approver. Approver gets an email

    • Approver approves, selects reviewer. Reviewer gets an email

    • Reviewer approves. Agent gets an email

  • Agent raises -> Approver denies

    • Agent starts appeal, selects approver. Approver gets an email

    • Approver denies. Agent gets an email

  • Agent raises -> Approver approves -> Reviewer denies

    • Agent starts appeal, selects approver. Approver gets an email

    • Approver approves, selects reviewer. Reviewer gets an email

    • Reviewer denies. Agent gets an email

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