We're happy to share that the Tickets Funnel just got more powerful! 🎉 Four new metrics are now available in your Tickets Funnel filter, giving you more precise control over which tickets are surfaced for QA evaluation.
📈 What's New
You can now filter tickets in the Tickets Funnel using four additional metrics. These work alongside your existing filters (First Reply Time, CSAT, Messages to Solve, etc.) to help your QA team focus on the conversations that matter most.
🆕 New Metrics Available
• Public Replies — Filter tickets based on the number of public (external) replies an agent sent before the ticket was solved or handled. Great for focusing QA on tickets with more substantial back-and-forth.
• Chat Messages — Filter tickets based on the number of live chat messages exchanged. Ideal for separating chat-heavy interactions from email for targeted quality review.
• Reply Time (Median) — Filter tickets based on the agent's median reply time. Prioritize reviewing tickets where response times were unusually fast or slow.
• Call Duration — Filter tickets containing phone calls based on the call length. Especially useful for voice QA teams who want to focus on longer or shorter calls.
🛠️ How to Set It Up
1. Navigate to Settings → Quality Assurance → Tickets Funnel
2. Under the Metrics filter section, you'll now see the four new options alongside existing metrics
3. Select one or more metrics and set your desired thresholds
4. Save your changes
If multiple metrics are selected, tickets matching at least one of the criteria will be included in the QA queue.
💡 Pro Tip: Combine Call Duration with a Phone-specific QA Scorecard to create a dedicated voice QA workflow that only surfaces calls above a minimum length for review!
💡 Pro Tip: Use Public Replies to filter out tickets where the agent only left an internal note — this ensures your QA experts are reviewing real customer-facing interactions.
✨ Benefits
• Targeted voice QA: Use Call Duration to focus QA on meaningful calls rather than quick check-ins.
• Channel-specific workflows: Separate chat from email evaluations using Chat Messages.
• Response time monitoring: Surface tickets with unusually long or short reply times for quality review.
• Better ticket selection: Reduce noise in the QA queue by filtering out low-effort tickets.
Need Help? 🤝
• Email: support@kaizo.com
• In-app chat: Click the help icon in Kaizo
• Your CSM: Schedule time with your dedicated Customer Success Manager
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