Gloria Szabó
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Recent activity by Gloria Szabó-
Get started with the Team House
Get started with the Team House Accelerate your team performance by providing real-time feedback when it matters most! 🏠 The Team House provides a dedicated space for you and your agents to identi...
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Introduction into the QA House
Welcome to the QA House, a place where all your post-QA processes are handled, and preparation for a team or individual agent meetings is done! The Quality Assurance processes have sever...
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Introduction into the Scorecard
Welcome to our Analytics and Reporting house — Scorecards! This is the best way to overview performance on both levels: Individual and Team. Let's get started! Where is this house located? It's no...
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🤖 Auto QA: Setup
🚨To get started with the Auto QA feature, make sure you've completed the following steps Ensure that the External Samurai is enabled. You can find instructions on enabling the External Samurai fea...
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Customer Sentiment metric
When opening a random case, it can be challenging to quickly assess how the case unfolded and whether the agent's performance aligned with our expectations. While the CSAT result provides some info...
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Agent's Empathy Score
As customer support representatives, we should always stay professional, empathetic, and positive during conversations. Even with the most difficult cases or customers it is expected that we will n...
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Phone Call Transcription
Phone Call Transcription, an AI-Driven Feature, harnesses the power of artificial intelligence to transcribe phone calls and offers numerous benefits for QA raters and team leads (TLs). 🤩 This AI-d...
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Inbox
It is important to be reminded and keep track of the important tasks that we need to complete within the week. Inbox will help you to always keep up-to-date on tasks that were forgotten or new item...
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What happens post QA rating?
Now you know how to choose the best QA scorecard for your team and how to QA rate tickets — but what comes after the QA rating was given? 1. Review the Agent's QA results Look at the results for...
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QA Team Settings
It's essential to have a goal in everything we do, and QA is no exception. To set this goal inside Kaizo and make it visible to your agents and team leads inside the QA House, you need to visit thi...