Channel-Based Missions

As you are already familiar with our Missions and their settings, let's now take it to the next level! 💪

We present to you Channel-Based Missions!

(If you are new to the Mission Center, we invite you to first visit this article.)

What additional options are included in the Channel-Based Missions?

As always, in Mission Center, you can set up goals for your team (or individual agents) for the whole week for chosen KPIs. 

Now, we want to take it to the next level and let you choose the type of channel you would like to measure this week!

Let us walk you through this!

The steps are very similar:

1. Choose the week that you want to set up Missions for (only the week that we are currently on or the upcoming one) 🗓️
   
   
2. Select the Metric you would like to give as a goal to your agents 📊
   
   
3. Select for which channels:

• You can leave all channels present and then the performance would be counted for any type of support 🔄
• You can select only 1 channel, like "Chat" for example. It will mean that the Metric would be calculated only for the support provided for the channel selected 💬
• Some Metrics can be used only for specific channels, therefore when selecting a KPI, you will not be given an option to unselect/select some of the channels 🚫
• Chat messages can be given only to chat channel

     4.Select the Value (goal) for the agent

🏆 Pro-tip: When selecting the KPI, you will see the Average result for the Team for the past week and therefore can select the value that would challenge them a bit this week.

📈 Pro-tip x2: When specifying the Channel that you want to set up the Mission for, you will see the average result for the KPI + Channel for the team for previous week. 

What is the advantage of specifying the channel for the Mission?

🔄 On one hand, you might wonder, "Why add more steps to set up Missions when I want an overview of my agents' overall performance in all communication types?"

But, consider this: if your agent consistently has low CSAT scores, traditional QA efforts may not reveal the root cause of the problem.

How can I detect the root cause just by setting up Channel-based Missions?

Experiment: Set up CSAT Missions, choosing a different channel each week.

Note: You can select all 3 Missions for the same week to be CSAT (for different channel types)

1. ⏳ After 2-3 weeks, identify which channels are most impacted by low CSAT scores.
2. - For instance, if email CSAT exceeds the goal while chat CSAT lags, focus on the latter.
3. 🕵️‍♂️ Review and QA tickets from the affected channel in the chosen week.
4. 🚀 Identify the root cause for the affected KPI on that channel and collaborate with the agent to address it!

For more information on how Kaizo tools can help you improve performance, please visit this link.