Elizabet Plepis
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Recent activity by Elizabet Plepis-
Non-Chat Messages/h
What does this metric mean? Non-Chat Messages/h shows the average number of all the responses (excluding the Chat Messages) to the clients and internally written by an agent per hour on a weekly b...
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QA Team Settings
It's essential to have a goal in everything we do, and QA is no exception. To set this goal inside Kaizo and make it visible to your agents and team leads inside the QA House, you need to...
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How to provide constructive feedback?
When talking to your Agent in your 1:1 Meetings, it is important to provide feedback about their work. Be sure to offer constructive feedback to raise awareness of mistakes, identify opportunities ...
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Mission view for agents
If you are interested what Missions look like for your Agents, read on! As soon as you set up Missions in the Mission Center, your Agents, when visiting Kaizo for the first time during the week,...
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Assign roles to your team
In this article, we will show you how to assign roles to your Team Leads and QA Experts. This can be done from "Settings" in the "People and Permissions" tab. 1. Handle your People Setting The ...
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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 who gets this permission. To learn more about customizing roles and perm...
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Total Messages
Total Messages metric measures the responses provided by an agent by counting the total number of public replies, internal notes, and chat messages submitted by the agent per week.
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Mission Status
After setting up Missions for your team, you can monitor progress by looking at the statuses of the Missions. It will help you understand where to focus your attention. Where to find the status of ...
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New Role in Kaizo
After creating teams and giving everyone their Role, you might need to give more or less access (permissions) to some of your team members. It might be useful if you have Level2 agents/Back Office...
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What is the best QA scorecard for my team?
🌟 Mastering QA Scorecards Setting up your QA scorecard is an art, not just a task! 🎨 Wondering which scorecard will transform your team's performance? Dive into the science of scoring with Kaizo's ...