📣 Release: AI Summary and Performance Metrics inside Zendesk

🦾 AI Summary in KQA

In the fast-paced world of Quality Assurance, every second counts. QA raters and Team Leads juggle the critical task of assessing tickets efficiently, yet the sheer volume can overwhelm even the most experienced professionals. But fear not!

We're thrilled to announce a game-changing update: AI Summaries in KQA

With just a couple of clicks in Zendesk's Kaizo Quick Access tab, you can summon an AI-generated summary of any ticket! No more switching between ZD and the QA House!

🤖 Performance Metrics in KQA

We understand that relying solely on ticket summaries may not always paint a complete picture of agent performance. That's why we're excited to share that the performance metrics available in the QA House are now directly accessible within Zendesk.

With Performance Metrics in KQA, you can now effortlessly gauge agent productivity and effectiveness without the need to switch between platforms.

Gain insights into crucial metrics such as:

- Average Customer's Sentiment for the ticket

- Average Agent's Empathy Score on the ticket

- First Reply Time (FRT) of the ticket (if applicable)

- Reply Time (mean) (RT) of the ticket (if applicable)

- Messages To Solve in the ticket

- Number of times the ticket was Reopened

- CSAT result of the ticket

—all conveniently displayed at the top bar.

💡 Make sure that your Account Owner has enabled this AI feature inside Settings -> Samurai, otherwise, you and your team will not see this feature being available inside Kaizo Quick Access. More about how to do that can be found here.