Gloria Szabó
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Recent activity by Gloria Szabó-
📣 Release: IQS Adherence Heatmap
We’re excited to roll out the IQS Adherence Heatmap, a new feature that provides a clear view of how well criteria are being met based on percentage data. 📈 You can now track adherence for a spe...
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📣 Release: Agent Empathy and Customer Sentiment metric filter
We’re thrilled to introduce a powerful new feature that helps you evaluate cases based on Customer Sentiment and Agent Empathy. This allows for a more targeted and insightful QA process, ensuring t...
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📣 Release: QA Experts Insights
We’re excited to share a brand new way to track and analyze the performance of your QA Experts with the QA Experts Insights feature in Kaizo! With this powerful tool, you can easily see how many ev...
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📣 Release: QA Assignments
We’re excited to introduce a new feature that will streamline your QA processes: QA Assignments. 🚀 This feature allows you to define a schedule for QA tasks, ensuring that QA Experts are informed a...
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📣 Release: Multilingual AI Coaching Cards
We’re thrilled to announce a major upgrade to Kaizo: Multilingual AI Coaching Card Support! 🎉 As part of our ongoing commitment to make Kaizo as versatile and accessible as possible, you can now ge...
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📣 Release: Text Formatting
We’re thrilled to announce the latest enhancement in Kaizo – the Text Formatting feature! 🎉 Now available for QA comments, calibration comments, and coaching cards, this new option empowers you to ...
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Cases Solved / h
What does this metric mean? Cases Solved per Hour metric shows how many client requests an agent solves on average per Salesforce working hour.Which cases count as a solved cases? All cases that a...
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One-Touch Rate (FCR)
🧮 How do we calculate this? One-Touch Rate tracks how many times a case has been solved with just a single touch (one Public Reply or Chat Message) from the agent. This metric is calculated...
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Messages to Solve
“Messages to solve" metric is calculated by taking every agent’s total number of Public replies to the customer before the case was solved. For example👇 Agent A and Agent B both worked on the sam...
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Total Cases Handled
Total Cases Handled represents the total number of cases being updated by an Agent in all listed channels. We add a maximum of 1 to the Handled Total value for each updated case per day. This means...