Ranjith

  • Total activity 99
  • Last activity
  • Member since
  • Following 0 users
  • Followed by 0 users
  • Votes 1
  • Subscriptions 50

Articles

Recent activity by Ranjith Recent activity Votes
  • Repeat Contact Rate

    Repeat Contact Rate represents the percentage of solved tickets that have been reopened by a client. Which tickets are included? All re-opened tickets which have an end-user comment as well as a pu...

  • Tickets Solved / h

    Tickets Solved per Hour metric shows how many client's requests an agent solves on average per Zendesk working hour. Which tickets count as a solved ticket? All tickets that are marked as solved wi...

  • What's available in the Scorecard?

    Scorecard gives you unlimited access to 50+ personal real-time metrics for each agent, 360° view of agents' performance 24/7. And all of that is for free. Why? Because we believe that information l...

  • Getting Started with the Scorecard

    This will take you through a step-by-step process of how to maximize your set-up of Scorecard in no time. 1. Customize your Tickets Settings First, you'll need to organize your ticket setting to en...

  • How to Set your Personal Goals (Agents)

    Want to start your week off right?  At the beginning of each week, agents set their personal goals based on the number of points they would like to challenge themselves to achieve per hour based on...

  • How to correct a Negative Response Rate (NRR)

    Any negative rating that an agent receives from a customer can be corrected and overturned by a Team Lead or any team member that has been assigned this permission. To learn more about customizing ...

  • Negative Response Rate (NRR)

    Negative Response Rate (NRR) shows how many negative customer responses an agent receives vs positive responses as a percentage. It is the inverse of an agent’s CSAT score (e.g. If an agent’s weekl...

  • Roles & Permissions

    To set up distinct roles and permission for each Kaizo user within the company simply go to:  1. Settings => 2. 'People & Permissions' tab => 3. Roles    The roles that you have in Zendesk will...

  • How to set up your team

    The team setting will allow you to create performance teams and further segment your performance reports. If you would like to segment your team, i.e. to focus on different tickets or compare team ...

  • Getting Started with Kaizo (Account owners)

    In this article we will give you all the information you need to get started with Kaizo for you and your agents. Welcome to Kaizo, your performance management platform that provides a gamified expe...