Elizabet Plepis
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Articles
Recent activity by Elizabet Plepis-
📣 Release: QA rating inside ZD environment
You ask — we deliver! One of the most requested features is finally going live! You can start QA rating your tickets inside the Zendesk environment through the Kaizo Quick Access (KQA) tab! The QA...
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Coaching Card creation
Coaching Cards are the best tool inside Kaizo for Team Lead and Agent communication. Enabling you to leave appreciation notes, set individual tasks, and improve performance — Coaching Cards make an...
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Coaching Card overview
After setting up all the tools inside Kaizo, giving Missions to your agents and figuring out where to check productivity, the next step that you will need to take is improving communication with yo...
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Mission Set-up
Let's dive into how to set up missions for your team on a weekly basis! How to set up missions As a Team Lead, you have the ability to create Missions for your team from the Mission Center. You...
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Examples of how Kaizo tools can be used
This article will show you how Kaizo can be used effectively to improve the performance of your Customer Service heroes! Alerts: Let's take Annette as our Team Lead. Annettes' new hire, Marvin, s...
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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 r...
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One-Touch Rate (FCR)
🧮 How do we calculate this? One-Touch Rate tracks how many times a ticket has been solved with just a single touch (one Public Reply or Chat Message) from the agent. This metric is calculate...
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Mean/Median Avg. Reply Time
Reply Time (RT) represents the time between the customer's follow-up question and the agent's following response. This is calculated Excluding the First Reply Time. 🧮 How do we calculate this? F...
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Internal Notes
What does this metric mean? Internal notes show the number of private responses left on the ticket written by an agent per week. ❗️Note: Some of the Internal notes can be created automaticall...
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Touchpoints
Touchpoints display the total number of actions performed by an agent per week. An action refers to the click of the "Submit" button done by the agent. Usually, the "Submit" button is clicked when ...