Shaakirah

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Articles

Recent activity by Shaakirah Recent activity Votes
  • How to install Kaizo

    To install Kaizo app follow these steps: 1. Go to Zendesk Marketplace and search for Kaizo.  2. Open Kaizo page and click the "Install" button.  3. Go through the quick installation process by acce...

  • Heatmap

    Keeping track of each agent's activity in Zendesk can be difficult to keep on top of, not to mention time-consuming. To give simple, automated insights into an agent's workflow we have created a fe...

  • Average Zendesk Activity

    Average Zendesk Activity metric shows how busy an agent was on average during each week. 100% means that an agent was constantly at his/her limits. 

  • One Touch Solution Rate

    One Touch Solution Rate represents the percentage of tickets that have been solved with one public comment. We only focus here on tickets in channel type Email.

  • Comments to Solve

    This shows how many comments in average an agent needs to solve the client's request. We count only an agent's comments. 

  • Handling Time (Comments/h)

    Handling Time shows how many comments (Total Comments) an agent writes in average per Zendesk working hour.

  • Mean/Median Avg. Reply Time

    Average Reply Time represents how long does it take for an agent to reply client's follow up questions. We calculate the average Reply Time EXCLUDING First Reply. Shown in Median or Mean Average. 

  • Custom Channel

    This is the channel as your company defined it as Custom Channel.

  • Mobile Channel

    These are tickets marked by Zendesk as Mobile.

  • Twitter channel

    These are tickets marked by Zendesk as Twitter.