Gloria Szabó
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Articles
Recent activity by Gloria Szabó-
Incident Drill-ins
With the incident drill-in feature, you can save time by quickly spotting which cases are causing outliers in the metrics. Doing this will help you focus on the hard customer cases that need your e...
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New Role in Kaizo
After creating teams and giving everyone their Role, you might need to give more or less access (permissions) to some of your team members. It might be useful if you have Level2 agents/Back Office...
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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 y...
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Heatmap
Tracking each agent's activity in Salesforce can be a challenging and time-consuming task. To provide simple and automated insights into an agent's workflow, we have created a feature called Heatma...
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Separate agents into teams
In this article, we will show you how to create teams and assign them a Team Lead. This task can be completed in "Settings" under the "People and Permissions" tab. 🤔 How to Create Teams To creat...
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Advantages of using Missions
Set goals that drive success! Missions in Kaizo align your agents with company objectives, fostering personal growth and strategic improvement. 🎯Turning actionable advice into Missions allows you ...
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Team metrics update
In Kaizo, we save the historical results of the agent based on the team that he "belonged to". This ensures that upon an agent being promoted or moved from team to team, the historical team results...
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Customize the Scorecard
When first installing and starting to use the Kaizo Platform, you might notice that we give you an opportunity to overview a lot of different Performance Metrics — Responses, Handling Times, Qualit...
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Customize the case view
To ensure that your Kaizo account is set up to meet your company's needs and every feature is customized to your preference, we advise you to start your journey in Kaizo by visiting the Settings pa...
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👀 Define the display of the activity
To continue our setup, we need to understand how the agent's activity inside Salesforce will be displayed in the Scorecard. This will ensure that time metrics are accurate. How do I set it up? ...