Elizabet Plepis

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Activity overview

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

    📣 Release: Phone Metrics

    Call duration is one of the most important Phone metrics.  This metric provides insight into the time your agents spend on client calls. This is vital for support teams, which often have time const...

  • Elizabet Plepis created an article,

    📣 Update: Time zone selector in Agent Scorecard

    This time it's a quick one: we have upgraded you Agent Scorecard. From now on, you can adjust the Scorecard based on the time zone of each individual agent.  You'll find this feature in the top rig...

  • Elizabet Plepis created an article,

    📣 Update: Claude 3 and GPT-4o are now available for Kaizo users!

      Kaizo is AI model-agnostic, our commitment to innovation drives us to provide users with the best and latest AI models available on the market today. And so we are happy to announce the integrat...

  • Elizabet Plepis created an article,

    📣 Release: Company Scorecard

    The Company Scorecard will help you quickly get an overview of your company's overall performance by examining the performance of all your teams, and it will allow you to spot opportunities for imp...

  • Elizabet Plepis created an article,

    📣 Release: Ticket filtering on the QA Scorecard level

    Refine the tickets to QA-rate per each QA Scorecard created in Kaizo! 🔥 Whether you have a "Phone Call", "Compliance" or "Negative CSAT" QA Scorecard, Kaizo will give you only relevant tickets to b...

  • Elizabet Plepis created an article,

    🤖 Auto QA: Rating

    🌟 Let's elevate your QA game to the next level together with Auto QA! 🌟 🚨Once at least one QA criterion is automated and enabled in Settings -> Quality Assurance, QA raters will notice the followin...

  • Elizabet Plepis created an article,

    🤖 Auto QA: Setup

    🚨To get started with the Auto QA feature, make sure you've completed the following steps 🚨 Ensure that the External Samurai is enabled. You can find instructions on enabling the External Samurai f...

  • Elizabet Plepis created an article,

    🤖 Auto QA Setup: Instructions

    Writing an Auto QA instruction (which can be also called Auto QA prompting) is like telling (teaching) someone exactly what to do. And in this case, we are teaching Samurai. It is also a fact that ...

  • Elizabet Plepis created an article,

    Total Tickets Handled

    Total Tickets Handled represents the total number of tickets being updated by an Agent in all listed channels. We add a maximum of 1 to the Handled Total value for each updated ticket per day. This...

  • Elizabet Plepis created an article,

    Phone

    What does this metric mean? The Phone channel in the Handled Tickets Category represents the Total Number of tickets supported by the agent that was submitted by the customer using one of the Phon...