Ranjith

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  • 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...

  • Getting Started with Kaizo (Agents)

    In this article you will find the information you need to get started with Kaizo. Welcome to Kaizo, the platform that will help you go from support agent to Support Hero! As soon as you enter the K...

  • Assessment Week

    The first time someone enters Kaizo and is activated on the Dojo they will enter the Assessment week which will evaluate your skill performance based on your quality, productivity and speed. It's a...

  • Game Engine

    What is the Game Engine? Kaizo's unique points systems in the Game Engine will help you improve the overall skills of your team members by rewarding them with points for their actions in Zendesk. T...

  • Incident Drill-ins

    With the incident drill-in feature you can save time by quickly spotting which tickets are causing outliers in the metrics. Doing so will help you focus on the hard customer cases that need your ex...

  • Negative Response Rate

    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...

  • How to correct a negative customer rating

    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 ...

  • Customer Satisfaction

    Customer Satisfaction (CSAT) shows how many positive customer responses an agent receives vs negative responses as a percentage. The percentage shown on the Scorecard reflects an agent's Zendesk CS...