Below you will find a step-by-step process to optimize your Scorecard during setup. We will be working in the Settings tab — you can access Settings by clicking the icon in the top right corner.

1. Customize your Tickets Settings

To begin, you'll need to organize your ticket settings. Kaizo allows users to customize what information is included in each ticket. 

There are 2 parts to this:

• Ticket view: Allows you to select the fields you want to be included in your tickets. Here you can also choose the order in which each field is displayed. 
• Excluded tickets: Allows managers to flag tickets they don’t want on the Scorecard.

How do I set it up?

1. Select "Settings" and then open the "Tickets" tab.
2. To format your tickets, select which fields you would like to see in the ticket from our categorized list.
3. To order your fields, Drag the selected field from the ‘Fields available’ column and drop them into the column for Ticket view. 
4. You can now arrange the fields in the order you would like them to appear in your tickets

Note: These fields are defined in your Zendesk account, on the left side of your screen.

5. To exclude tickets, type in an indicator for invalid tickets, eg: #spam. This will then flag any ticket with this indicator and remove it from your Scorecard. 

Note: Tags are defined by Zendesk. The tickets that contain these tags will not be counted by Kaizo. Therefore, tagging ensures the results in your agent's Scorecard will not include tagged metrics.  

2. Manage your Activity Settings

Once you’ve customized your tickets, you can now optimize how Zendesk measures your agents’ activity. This will make sure your time metrics are accurate.

There are 2 parts to this:

• Activity time: Allows you to select the increments of time that your agent’s activity is measured on Zendesk.
• Break time: Allows you to select the amount of time allocated for an agent's break.

How do I set it up?

1. Select the "Activity" tab. The options are provided on the clickable bar. You can choose your activity measurement to occur every 5, 15, 30, or 60 minutes. This automation measures the following activities: 
   • Average Zendesk Activity
   • Zendesk touchpoints
   • Zendesk hours
2. On the same screen, you can also select the amount of time allocated for Break times. You can choose between 30 and 60 minutes.

Example: You set your Activity time to be measured every 15 mins. Kaizo automatically measures your agents' activity based on touchpoints left inside Zendesk. This is how Kaizo can provide real-time data. 

Here is more information on what 'touchpoint' means.

Note: Kaizo automation is accurate to the minute. If you choose to measure your agent's activity every 60 minutes, all activity during that hour will be counted as work. 

Be aware that if, for example, an agent completes their last ticket before Lunch at 12:01, the hour between 12:00 and 13:00 will not be categorized as "Break time".

To ensure accuracy, set activity measurements to run every 15 to 30 minutes. 15 minutes is advisable for periods of high density or for agents who work quickly. 

To find out more about what you can see in the Scorecard, follow this link.