Company Scorecard overview

The Company Scorecard will help you quickly get an overview of the whole company's performance and spot opportunities for improvement on a company level.

With Kaizo's Company Scorecard, you will:

• Get a holistic view of company performance at a glance 🏢
• Access up-to-date metrics for informed strategic decisions 📊
• Identify trends and opportunities across departments in real-time 🚀
• Align company objectives and track progress towards key goals 🎯

Need more information and metrics from a specific team or agent? Switch to the Team Scorecard or Agent Scorecard.

The Company Scorecard is accessible through the Scorecard building in the village. The Company Scorecard is accessible to the users with the role of Admin and Account Owner or any other custom role with the permission "See Company Scorecard".

How to set up your Company Scorecard 

When you first access the Company Scorecard, you will see 8 columns with a metric assigned to each of them. The columns are not static, you can customize each of them to display the metric you want to see.

The metrics and the filters you set up will be saved automatically for you. It doesn't mean those filters are saved for other team members though. Each person with access can customize their own metrics. 

See how to customize your  Company Scorecard below.

Select the metrics you would like to visualize 

Click on the drop-down to view all metrics available. You can always switch metrics by doing it again and selecting another metric. 

*pro tip: you can type in the metric field to quickly find the metric you need to find.

Adjust the date range 

There are three date units available
1. Select a month 
2. Select a week 
3. Select a custom date (Day)

The timeframe you select will be applied to all the columns. 

Filter according to Group, Team or Channel Type

You can choose a set of teams to review at once and select a specific channel or combine a few together. The filters will automatically save, meaning the next time you access the Team Scorecard you will directly see the metrics you had previously selected. 

If you select multiple teams you will see their metric averages. 

You can also filter the dashboard and team's results using the Group filter - the list consists of the "Zendesk Views" that are currently set up for your domain and help you to understand better the support and results of different teams per Zendesk groups. 

 💡 Examples of the use cases of the Group filter:

• Check the total CSAT for the tickets from the Spanish team Group, which can be supported by Team A, Team B and Team C
• Check the Average First Reply time for the Manage Callback tickets, which can be supported by every team
• The average Handling time of the Tech tickets that came through the Chat channel and are supported only by the Tech team. The filter is useful in case the Tech team also supports the tickets from the Support and High-priority ticket groups.

Trends per metric

For each metric you select, you will also see the trends per teams and company.

The trend is always reflected according to the timeframe you selected.

For example, if you select week 36, the trend will be compared to week 35. If you selected the month of June, the trend would be compared to the month of May.

The trends enable you to easily see if a metric is stable, increasing, or in decline. 

Choose the Timezone:

Whether you want to assess performance based on your agents' local time zones for real-time insights into productivity levels, or you prefer to standardize your view using the UTC timezone (Missions timezone), the choice is yours.

💡We advise keeping the time zone filter on the “Agent timezone” at all times to capture the full agent’s performance within the chosen time frame.

Data export

You can export filtered data for each metric to the spreadsheets.

The exported data will be downloaded in a csv file which you can use to share within your company.

For more information on the way metrics get calculated inside Kaizo, please visit this link.