Elizabet Plepis
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Articles
Recent activity by Elizabet Plepis-
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 week...
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Messages to Solve
“Messages to solve" metric is calculated by taking every agent’s total number of Public replies to the customer before the ticket was solved. For example👇 Agent A and Agent B both worked on the s...
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Mean/Median Avg. First Reply Time
First Reply Time (FRT) represents the time between when a ticket is initially created by a customer and when an agent sends the first public comment. 🧮 How do we calculate this? Formula: Time of...
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Public Replies
What does this metric mean? Public Replies show the number of responses to the customers written by an agent per week. The most popular Public Replies metric is email. ❗️Note: Chat messages are ...
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Company Scorecard overview
The Company Scorecard will help you quickly get an overview of the whole company's performance and spot opportunities for improvement on a company level. With Kaizo's Company Scorecard, you will: ...
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🤖 Auto QA: Setup
🚨To get started with the Auto QA feature, make sure you've completed the following steps 🚨 Ensure that the External Samurai is enabled. You can find instructions on enabling the External Samurai f...
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Email
What does this metric mean? The Email channel in the Handled Tickets Category represents the Total Number of tickets supported by the agent that was submitted by the customer using 1 of the Emai...
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Ticket funnel setup
🚨 Before beginning to use the Quality Assurance tool, it's crucial to set it up in a way that suits our requirements for every existing QA Scorecard. 🤫 If you prefer every QA Scorecard to have a sa...
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Insights Dashboard
The Insights dashboard is your go-to tool for understanding how your team or individual agents are performing based on their Quality results. Let’s explore the key insights it offers to help you st...
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Missions inside the KQA
The Missions Center is a great place where Team Leads can set up goals for all of their agents, look at previous achievements, and see the statistics per team. Meanwhile, the Dojo house is irreplac...