Elizabet Plepis
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Articles
Recent activity by Elizabet Plepis-
🤖 Auto QA Setup: Instructions
Writing an Auto QA instruction (which can be also called Auto QA prompting) is like telling (teaching) someone exactly what to do. And in this case, we are teaching Samurai. It is also a fact that ...
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Phone
What does this metric mean? The Phone channel in the Handled Tickets Category represents the Total Number of tickets supported by the agent that was submitted by the customer using one of the Phon...
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Public Replies/h
What does this metric mean? Public Replies/h shows the average number of responses to the clients written by an agent per hour on a weekly basis. There could be a few types of Public Replies, bu...
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Non-Chat Messages
What does this metric mean? Non-Chat Messages show the sum of all the Public Replies and Internal Notes that were left by an agent per week. ❗️Note: Chat messages are not included in the Non-...
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📣 Release: Incidents Behind Missions
Do your agents feel special when receiving a new Mission for the week? 🕵🏽♀️ Are they excited to upgrade their ninja after every completed Mission? 🥷🏼 Do you believe that Missions help your team's ...
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1:1 Meeting set up
You have been reviewing the performance of your Agent all week, creating Missions and closely monitoring the results from the Scorecard and QA rating the tickets. But what's next? The next step...
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How can coaching help my agents to become CS champions?
When managing a large team of agents, it's crucial to engage in regular 1:1 meetings with each team member. These sessions provide a secure space for both team leads and agents to focus on indivi...
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Channel-Based Missions
As you are already familiar with our Missions and their settings, let's now take it to the next level! 💪 We present to you Channel-Based Missions! (If you are new to the Mission Center, we invite y...
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Team Scorecard overview
The Team Scorecard will help you quickly get an overview of your team's performance and spot opportunities for improvement on a team level. With Kaizo's Team Scorecard you will: Save time, ditch ...
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Customer Satisfaction
Customer Satisfaction (CSAT) shows how many positive customer responses an agent receives vs negative responses as a percentage. The percentage shown on the Scorecard reflects an agent's Zendesk...