Elizabet Plepis
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Activity overview
Latest activity by Elizabet Plepis-
Elizabet Plepis created an article,
📣 Release: QA Insights - Root Cause Dashboard
While it is important to understand the quality results of your team and individual agents, you still need to know how to improve these results and what are your biggest opportunity points. A newl...
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Elizabet Plepis created an article,
Customize the ticket 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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Elizabet Plepis created an article,
Not rated agents
When reviewing the IQS of the team, it is important to include the results of all agents to understand where the team stands. Especially during busy seasons, it can be difficult to ensure that ever...
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Elizabet Plepis created an article,
Agent's quality results
After reviewing the quality results on the team level, we want to understand how each team member contributed to these results. To achieve this, we need the following pieces of information: Indiv...
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Elizabet Plepis created an article,
Internal Quality Score overview
To start our overview of the quality results, we first need to understand how our team or individual agent is currently performing based on their average Internal Quality Score (IQS) for a chosen t...
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Elizabet Plepis created an article,
Introduction into the QA House
Welcome to the newly reopened 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 pro...
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Elizabet Plepis created an article,
Quality Assurance Initial Settings
Before starting to utilise the Quality Assurance tool, we need to make sure that we first set up the tool in a way that meets our needs. There are several reasons why it is important to review the...
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Elizabet Plepis created an article,
📣 Update: New QA scorecard concept
Did you know that more than 80% of our clients use the QA tool on a daily basis? Because of this, optimizing our QA solution has become our top priority. We are happy to present you with our brand-...
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Elizabet Plepis created an article,
📣 Update: More Productivity Metrics inside the Scorecard
The holiday season is coming and your teams need to be ready for the rush! 🦸🏼♂️ Now more than ever, team leads need to ensure that their agents are productive, efficient, and super motivated to ta...
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Elizabet Plepis created an article,
📣 Update: More insights for the "Talk" channel
Customer Support agents are always here to assist their clients through any channel imaginable — Email, WhatsApp, Live Chat, and, of course, phone. To get more insights on the result of different ...