The dispute process or the agent acknowledgment flow can be set up at the checklist level. 

The admin can configure the following changes regarding the dispute process.

1. Enable Agent Approval.

2. Select the number of times an agent is allowed to raise a dispute and specify the due date within which the agent must accept or dispute the evaluation (measured in either days or hours).

3. For additional customization, you have the option to set an evaluation score threshold, permitting agents to raise disputes only if the evaluation score falls below the defined limit.

4. Furthermore, you can decide whether an agent is required to mandatorily select an item while raising a dispute.

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