Performance Metrics in KQA

Solely depending on ticket summaries might not always offer a comprehensive view of agent performance. With Performance Metrics in KQA, you can effortlessly assess agent productivity and effectiveness inside the ticket view and directly in Zendesk.

👀 Steps to access Performance Metrics inside the Zendesk Platform:

1. Open KQA (Kaizo Quick Access) select the " Rate IQS " tab and

open a ticket.

2. Look at the top bar  and hover your mouse over the icons to see the metrics that has contributed to this metric

What Performance Metrics are included?

• 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

💡 By looking at these metrics you can quickly decide if the ticket is interesting or worth being QA-rated!

⭐️ Advantages of using the AI Summary of the ticket in KQA:

Comparisons to Team Averages: Benchmarking agents against team averages provides context, highlighting outliers and areas for improvement. Results worse than the team average are flagged in red, while unusually good results may indicate issues like rushed responses.

Ticket Filtering: Connecting QA ratings to ticket filtering allows focus on relevant cases, ensuring attention to areas needing improvement or those with negative CSAT ratings.

Productivity Metrics Integration: QA scorecards can include productivity metrics, simplifying insights into agent productivity.

Quicker Issue Identification: Relevant metrics like CSAT rating, number of messages, and ticket reopenings can quickly pinpoint where things went wrong in a ticket, guiding improvement efforts.

Sentiment and Empathy Analysis: Sentiment and empathy metrics offer insights into the customer-agent interaction's mood. Positive results indicate good support, while low scores prompt deeper investigation into potential empathy issues or negative customer sentiment.

🚨 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. 

📌 You can learn more about QA Rating through Kaizo Quick Access here