Shaakirah
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Articles
Recent activity by Shaakirah-
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...
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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...
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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.
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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.
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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.
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Handling Time (Comments/h)
Handling Time shows how many comments (Total Comments) an agent writes in average per Zendesk working hour.
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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.
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Custom Channel
This is the channel as your company defined it as Custom Channel.
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Mobile Channel
These are tickets marked by Zendesk as Mobile.
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Twitter channel
These are tickets marked by Zendesk as Twitter.