Gloria Szabó
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Recent activity by Gloria Szabó-
📣 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...
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Email
What does this metric mean? The Email channel in the Handled Cases Category represents the Total Number of cases supported by the agent that was submitted by the customer using 1 of the Email ch...
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Activity Hours
Salesforce Hours represent the total estimated time an agent has actively worked in Salesforce, handling tasks such as resolving cases, engaging in chats, or taking calls. 🧮 How d...
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Touchpoints
Touchpoints display the total number of actions performed by an agent per week. An action refers to the click of the "Submit" button done by the agent. Usually, the "Submit" button is clicked when ...
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Customer Satisfaction
Customer Satisfaction (CSAT) shows how many positive customer responses an agent receives vs negative responses as a percentage. The percentage shown on the Scorecard reflects an agent's Salesforc...
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Reopen Rate (RR) metric definition
What is Reopen Rate? Reopen Rate (RR) represents the percentage of solved tickets that have been reopened by a customer reply. These are cases that were solved and have been reopened. A case reope...