Platform

Analytics & Reporting

• Understanding Customer Sentiment & Agent Empathy Distributions
• Insights into Contact Reasons
• Quality vs Productivity: Finding Coaching Opportunities

Scorecard Features

• Introduction into the Scorecard
• Company Scorecard overview
• Team Scorecard overview
• Agent Scorecard overview
• How to correct a Negative Response Rate (NRR)
• Incident Drill-ins

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QA house

• QA Assignments
• Introduction into the QA House
• Insights Dashboard
• QA Rating tab
• Calibration
• Challenges

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Team house

• Get started with the Team House
• Coaching Card creation
• 1:1 Meeting set up

Arena

• Introduction into Arena

Integrations

• Integration of Amazon Connect

Platform Basics

• Roles and their meaning
• How can Kaizo help improve the performance of my team?
• Examples of how Kaizo tools can be used

Missions

• Introduction into Missions
• Mission Set-up
• AI Mission setup
• Mission Status
• Mission view for agents
• Incidents behind Missions

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Dojo Features

• Introduction into Dõjõ