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Activity overview

Latest activity by Shaakirah
  • 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...

  • Shaakirah created an article,

    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...

  • Shaakirah created an article,

    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...

  • Shaakirah created an article,

    NRR Challenge Feature (Dojo)

    What does the NRR challenge feature do? Bad ratings from a customer can be the result of an agent doing poor work but it can also sometimes be the result of something that was completely out of the...

  • Shaakirah created an article,

    Getting started with the Team Scorecard

    The team scorecard will help you to quickly get an overview of your teams performance and spot out opportunities for improvement on a team and individual level. With Kaizo's team scorecard you will...

  • Shaakirah created an article,

    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 ...

  • Shaakirah created an article,

    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...

  • Shaakirah created an article,

    How to set up QA rating?

    Provide real-time feedback to your agents and improve service quality with Kaizo Quality Assurance solution. QA scores can be viewed for each agent in their own agent scorecard or you can access th...

  • Shaakirah created an article,

    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...

  • Shaakirah created an article,

    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...