Shaakirah

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Activity overview

Latest activity by Shaakirah
  • Shaakirah created an article,

    QA Export: how to export your QA ratings & notes?

    One thing of QA is to evaluate the content of your team, the second thing is to provide your agents with feedback and coach them on the opportunities you've spotted out for improvements. In some ca...

  • Shaakirah created an article,

    Inbox - Proactively monitor performance

      You've created an Alert to monitor your team or agent's performance on specific metrics, now how do you manage these alerts to ensure you're taking the right action at the right time? The Kaizo I...

  • Shaakirah created an article,

    Alerts : Real-time notifications on Team Performance

      Are you constantly checking dashboards and analyzing reports to monitor the performance of your team? Does this take up too much time in a day, and perhaps you identify a coachable moment too lat...

  • Shaakirah created an article,

    Would you like to work smart and improve performance?

    Performance coaching  Coaching can become a daunting task when having to work with multiple tools and spreadsheets to ensure you provide constructive feedback in a timely manner. On a weekly basis,...

  • Shaakirah created an article,

    Get started with Missions

    Steer teams towards successful outcomes through Missions   The Missions allow you to set goals for the agent in Kaizo which are aligned to company goals. With aligned, easy to monitor and transpare...

  • Shaakirah created an article,

    Get started with the Team House

    Get started with the Team House  Accelerate your team performance by providing real-time feedback when it matters most! A dedicated space between you and your agent to identify what went well and w...

  • Shaakirah created an article,

    Time spent per comment

      NB: In order for us to track time spent per comment you need to have the Time Tracking app installed in Zendesk. Depending on the configuration set, the app can automatically log the total time s...

  • Shaakirah created an article,

    RR Challenge Feature (Dojo)

    What is RR challenge? "Have you ever solved a ticket and then the ticket is reopened by a customer response which is not related to the initial request? Like a thank you note or feedback on a produ...

  • Shaakirah created an article,

    Reopen Rate (RR) metric definition :

    What is Reopen Rate? Reopen Rate (RR) represents the percentage of solved tickets that have been reopened by a customer reply. These are tickets that were solved and have been reopened. A ticket re...

  • Shaakirah created an article,

    What if my agents cannot see the Kaizo icon in Zendesk?

    When installing a Zendesk app, you're given an option of enabling role and group restrictions. If your agents cannot see the Kaizo icon in their Zendesk, please check your app access settings in Ze...