Are you constantly checking dashboards and analyzing reports to monitor the performance of your team?
Does this take up too much time in a day, and perhaps you identify a coachable moment too late, leaving you with not much time to act upon your observation?
Are these topics keeping you up at night? And you wish you had some way of monitoring your important metrics in real-time, removing the manual checks and time-consuming process of analyzing dashboards, scorecards, and reports?
You can now receive Alerts in Kaizo which are sent to your Kaizo "Inbox". These alerts are incredibly valuable as they help you proactively steer your team's performance.
Too often, changes in performance occur and go unnoticed or aren't addressed until days after. Put an end to this and set up Alert Rules!
Here's how :
Anything that is a metric, can be monitored through an Alert Rule. Alerts are triggered each time a metric reaches a specified Threshold.
A Team lead can choose to monitor metrics for individual agents, teams, or even the entire company.
Let's take Annette as our Team Lead. Annettes' new hire, Marvin, started on the 1st December. Marvin is a brilliant agent when it comes to his productivity metrics. Overachieving on Tickets Solved / h, but unfortunately, CSAT has taken a hit which is currently at 70% when it should be at 80%.
Annette and Marvin meet on a weekly basis to discuss different techniques he could try to improve CSAT.
They collaborate and agree on a target for the coming weeks = Maintain CSAT @ 80% for the next 2 weeks.
Marvin is willing, understands, and fully equipped with the knowledge to turn this around!
Annette would like to monitor his progress from her side, so she sets Alerts in Kaizo. With a click of a button and not much effort from her side, she is always up-to-date when Marvins' CSAT drops below 75%, allowing her to step in and provide support and guidance.
This saves her time on a daily basis as she does not have to deep dive into reports and scorecards to understand where is Marvin and how is he performing against their agreed goal.
Take a look at her process in setting this up :
Where to find the Alerts in Kaizo?
Once the Alert is created, Annette monitors and checks the notifications in the Kaizo Inbox. The Kaizo Inbox allows Annette to manage the Alerts created - Read more about it here
If you have any questions, reach out to us @ firstname.lastname@example.org