Elizabet Plepis

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Activity overview

Latest activity by Elizabet Plepis
  • Elizabet Plepis created an article,

    📣 Update: 6 small but empowering changes

    Before we jump into it, we’d really appreciate it if you leave a review for us on ZD Marketplace and tell people what features you believe managers will enjoy using the most! And now on to the upd...

  • Elizabet Plepis created an article,

    Introduction into Arena

    The Arena is a place where agents can showcase their achievements and accomplishments of the Missions!    🧐 What would I see in the Arena house? Arena is a place where the agents can overview the ...

  • Elizabet Plepis created an article,

    📣 Release: Arena, gamification and a new navigation!

    Can you believe it?! The Arena has reopened! 🎉 [Kaizo Village with highlighted Arena]   Whether you're a Team Lead or an agent, check out your team's achievements. See the levels reached by each t...

  • Elizabet Plepis created an article,

    Non-Chat Messages/h

      What does this metric mean? Non-Chat Messages/h shows the average number of all the responses (excluding the Chat Messages) to the clients and internally written by an agent per hour on a weekly...

  • Elizabet Plepis created an article,

    Internal Notes/h

      What does this metric mean? Internal Notes/h shows the average number of internal comments written by an agent per hour every week. These notes are only visible to the users of the same Zendesk ...

  • Elizabet Plepis created an article,

    Chat Messages/h

    To include chat metrics in your Scorecards, your team has to be working in the Zendesk Agent workspace. Kaizo only supports chat metrics for the Zendesk agent's workspace.     What does this...

  • Elizabet Plepis created an article,

    Public Replies/h

      What does this metric mean? Public Replies/h shows the average number of responses to the clients written by an agent per hour on a weekly basis. There could be a few types of Public Replies, bu...

  • Elizabet Plepis created an article,

    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...

  • Elizabet Plepis created an article,

    📣 Samurai Release: Phone Call Transcription

    Say goodbye to the days of manually taking notes or struggling to remember crucial details from important conversations. 🤯 🤩 The Phone Call Transcription feature enables you to effortlessly transcr...

  • Elizabet Plepis created an article,

    Non-Chat Messages

      What does this metric mean? Non-Chat Messages show the sum of all the Public Replies and Internal Notes that were left by an agent per week.    ❗️Note: Chat messages are not included in the Non-...