Our team is constantly working on improving your Kaizo experience. A big thank you goes to all of you for sharing your feedback with us and helping make Kaizo better. Here is a bunch of exciting updates that we’d like to share with you.
The team setting will allow you to create performance teams and further segment your performance reports. If you would like to segment your team, i.e. to focus on different tickets or compare team A and team B, this has never been easier.
Where will you see the teams?
Scorecard: Team view in Incident Drill-ins
Now when you want to get a detailed break down into each metric, you will see the performance of an agent along with the performance of his/her team.
If a person is not assigned to a team yet, then the “team” graph in his/her Incident Drill-in will represent the whole customer support team’s average.
Read more about Incident Drill-ins here.
Kaizo: Team view in Arena
After you set up your teams, you’ll be able to see the performance of your agents-players grouped by the teams in the Arena. You can filter your Arena by the team. The filter “sort by” will be applied to a team as well.
Read more about the Arena here.
How to set up your teams?
- Go to Settings
- 'People' settings
- 'Teams' tab
- Create a new team
- Define the name of the team
- Add its description
- Define the members
- Assign a team lead
You can always add or remove team members at a later stage. Every team can have multiple team leads and QA experts.
The team view settings are optional. If you don't set them up you will have one team by default. Assigning a team lead to a team is also optional.
Roles and permissions
You can set up accounts differently for distinct roles within the company.
To do that go to
1. Settings =>
2. 'People & Permissions' tab =>
The roles that you have in Zendesk will be automatically set up for your roles in Kaizo. As an admin, you can reassign default roles or create new ones.
Account Owner – a person who has installed the Kaizo app, has the highest level of access, including billing rights
Admin – Admin defined in Zendesk, doesn't have billing rights
Agent – Agent defined in Zendesk
Team Lead – a role that should be assigned by an Admin
QA Expert – a role that has permission to rate tickets, should be assigned by Admin
Multiple roles can be assigned to team members.
You can check in Dōjō Settings who in your team is assigned to a particular role, as well as the roles’ permission, and change that if needed.
You can also create other roles. To do that, click:
1. Create a new role
2. Select origin type (your new role will inherit by default all the permissions of that origin type) =>
3. Add a name
4. Add a description to this role
5. Modify the permissions as requested => assign permissions to particular people in your team
You can delete the role that you've created by clicking on the "delete" icon. But before that make sure that people who are assigned to the role that you want to delete, are reassigned to one of the other roles.
When a new team member joins the team, the admin should activate them in settings=>People tab and assign them to a role.
Permissions are the number of actions allowed in Kaizo according to each role. We define the permissions for each default role. You can modify the permissions for the new custom roles you've created.
We've started with 18 default permissions. We'll continue expanding the number of permissions, we are happy to hear your feedback about what other permissions you need.
Arena is a place in your Kaizo where you can see how your team is doing. It is a team view of results that your agents-players achieved against their personal and company goals.
We've added the team filter to the Arena, as well as improved UX and UI of players' cards.
Learn more about Arena here.
Thanks to your feedback we have also fixed bugs, as well as added the new connection state screen.
To join, and launch gamification for your team right away, let us know by sending an email to email@example.com or joining a call. We are happy to answer all your questions and tell you more about Kaizo.