Shaakirah

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Articles

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  • 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...

  • Kaizo gamification

    Engagement is not a new challenge for customer service. This industry is known for repetitive work, the necessity to deal with negative customer feedback and unclear goals. With the help of gamific...

  • 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...

  • Ninja Leveling Process

      The agent’s Avatar now levels up based on their natural career progression. We call this dynamic leveling! This means the levels will accurately reflect, at any point in time at what skill/exper...

  • 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...

  • 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...

  • 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...

  • Agent scorecard overview

    The Scorecard shows an agent’s performance in 2 dimensions:  Metric Categories: Zendesk Activity, Responses, Handled Tickets, Handling Speed, Solution Quality, Service Quality, Quality and Correct...

  • Data hasn't been updating

    Because of the nature of Zendesk integrations, they are usually connected to a single Zendesk admin user. If for any reason, the Zendesk admin is no longer the user who previously installed the Kai...

  • Best practices Team Scorecard

    How to spot out your top and bottom performer? The team Scorecard gives you a quick and easy overview of how your team is performing. It will also give you the insights to quickly spot out your top...