We’d first like to extend a big thank you to all of our early access members! Your feedback has given us clarity on how to move forward with Kaizo into the future. Our team is constantly working to improve your Kaizo experience, here's a summary of what has changed to make that possible.
Do you ever look at a metric on your scorecard and think, "wait how does that number make sense?" Don't worry, you're not alone. To give you some clarity on how this number is formulated we have created a new feature called Incident Drill-in.
Let us give you an example. Say you want to understand why your First Reply Time is 30 mins higher than it was last week. Simply click the graph icon next to the number on your scorecard.
This will then open up an integrated graph displaying your data in comparison to your team's. You can make this as granular as you want. For example, your average reply time was 1.40h for the week. You can now see that on Monday it was 1.23h, Tuesday 1.54h and so on.
You can take another step and check each client’s request. By clicking the day on the graph, another window will open up displaying each ticket you answered that day and your response time for each. This allows you to pinpoint exactly where you went wrong or right.
Internal Quality Assurance Rating (QA Rating)
We understand that not every company shares the same idea of what quality service looks like. So we've created a completely customizable reviewing system that allows you to select and value each criterion to rate tickets according to your desired auditing style.
Rather than waste your time with complicated spreadsheets, our fully integrated system allows you to easily standardize your rating system and automates the distribution of tickets to team members. Read more about Internal QA rating here.
What's coming next??
Teams and role system
We are excited to announce a system that will allow you to create separate accounts for agents, team leads and admins. With this feature, you can set up accounts differently for distinct roles within the company.
The team setting will allow you to also segment further to create performance teams. If you would like to segment your team to focus on different tickets or compare team A and team B, this has never been easier. You can expect this update in September.
Chat and phone metrics
As of next month, the scorecard will include metrics based on chat and call channels, fully integrated from your Zendesk account. The metrics will include:
- Chat: pick up time, duration
- Call: call waiting time, pick up time, duration