In this article, you find the steps to set-up your team(s). Having Team's set-up correctly is key to using the different features in Kaizo, it 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.
How to set up your teams?
1. Go to Settings
2. Open 'People' settings
3. Teams' tab
4. Create a new team
5. Define the name of the team
6. Add its description
7. Define the members
8. 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.
Where will you see the teams?
Team scorecard: metrics per team
Once your teams are set-up, you will be able to see the list of the teams and to filter on them in the Team Scorecard. You will then be able to see how each team performs for all the metrics available in the Team Scorecard.
If agents are not assigned to their team, they will come up under 'unassigned', these agents metrics will not be counted in their team's metrics and should be moved to their teams to ensure the numbers reflect the complete team.
Agent 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.