Start with the Right Question: Updated Suggested Prompts in Ask Spotlight.
Since launch, Ask Spotlight has learned to analyse QA review questions, frequent customers and repeat contacts. The suggested prompts you
More transparency in QA: Agents can now dispute reviews
Agents can now formally respond to reviews they disagree with, and QA teams have a structured way to manage and resolve that feedback.
What’s new
🪄Revision requests. Agents can now formally request a revision on a completed review if they disagree with the assessment or notice a mistake. They submit their request with a written reason, which is visible to the reviewer and to anyone with full review management access. The reviewer or a QA manager can then respond, either upholding the original scores or making changes, and close the request.
👀Per-scorecard revision control. Whether agents can request revisions is configurable at the scorecard level. QA leads can enable or disable this on any scorecard, including those powered by AutoQA.
How to find it
Requesting a Revision (Agent-only)
1.Navigate to your review list, and click on any review.
2.The completed review will open in split-screen beside the conversation it references.
3. In the top right, click ‘Request Revision’ if you disagree with any of the scores or comments you received.
4. Input your reasoning for the request, and click submit.
5. You will see your submitted request on the open review until it is responded to by the reviewer or a QA manager.
6. Once your request is closed, you will see this (and any changes) within the review.
Resolving a revision request (Reviewer)
1.Reviews statuses will appear within the review itself, and on the Explore, Agents and Reviews screens as ‘Revision Request’ – you can use the Review Status filter to find them.
2. Select a the review that requires a revision and it will open in split-screen beside the conversation it references.
3. You will see the agent’s reasoning for the request at the top right of the review.
4. You will then have the ability to edit the scores and comments you’ve already left in that review.
5. When you are finished editing and ready to close the request, a pop-up will appear, giving you the change to leave a comment.
6. When you ‘Close Request’ the review will be updated and the agent will be notified and able to see their new score (if relevant).
7. The review will appear as ‘unopened’ for the agent again.
Scorecard creation
- You can opt in or out of allowing revisions within the scorecard editor
Filtering
- On Explore and Agents screens, you can use the ‘Review Status’ filter to find interactions with an open revision request
- On reviews, you can use the ‘Status’ filter, as well as a clear status label in the Reviews table.
Viewing the changelog
- Open any review (My Review or Review Page). The changelog icon is in the footer, next to the reviewer name and timestamp.
- Click the icon to open the changelog panel, showing a chronological list of every event on that review.
- You can also open the changelog for a review directly from the ellipsis menu on the Reviews table, without opening the full review.
Only review events from the 7th of July 2026 onward will be registered in the changelog.
What this looks like in practice
🗯️For an agent who received a review they believe is inaccurate: Instead of raising the issue informally, the agent can select “Request Revision” on the review, provide a written reason, and submit it. The reviewer receives the request, reviews the reasoning, and either upholds the scores or adjusts them. The agent sees the outcome, including what changed, within EdgeTier.
🕐For a QA lead managing a busy review queue: Revision requests appear as a filterable status in the Reviews table, so they don’t get lost among other reviews. Any open revision request on a review the QA lead manages can be addressed directly from the reviews screen.
A few things worth knowing
Permissions: Reviewers can respond to revision requests on reviews they completed. Users with Manage Reviews access can respond to any revision request. Users with View All Reviews can see revision status and reasons but cannot take action.
One revision per review: Each review can have one active revision request at a time. Once resolved, the revision history remains visible, but a second revision cannot be opened on the same review.
Revision is opt-in per scorecard: Scorecards that don’t have revision enabled will not show the revision option to agents. Teams can roll this out selectively across their scorecard library.
Metrics: Reviews with an active revision request are still included in an agents metrics.
We have a full ‘how-to’ doc for review status in our documentation, here!
If you have questions or feedback, reach out to your Customer Success contact.
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COO
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