Elizabet Plepis
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Articles
Recent activity by Elizabet Plepis-
QA Rating tab
Improve your output quality with our fully customizable QA rating. This feature will allow you to: Rate tickets based on the criteria you define Leave notes to provide real-time feedback R...
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Time spent per message
NB: In order for us to track time spent per message you need to have the Time Tracking app installed in Zendesk. Depending on the configuration set, the app can automatically log the total time s...
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Incident Drill-ins
With the incident drill-in feature, you can save time by quickly spotting which tickets are causing outliers in the metrics. Doing this will help you focus on the hard customer cases that need your...
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Calibration
Consistency in QA evaluations is key to delivering top-notch customer support. Enter the Calibration feature—a powerful tool 🛠️ that aligns your QA team by standardizing evaluations and uncovering ...
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Chat Messages/h
To include chat metrics in your Scorecards, your team has to be working in the Zendesk Agent workspace. Kaizo only supports chat metrics for the Zendesk agent's workspace. What does this met...
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Heatmap
Tracking each agent's activity in Zendesk can be a challenging and time-consuming task. To provide simple and automated insights into an agent's workflow, we have created a feature called Heatmap. ...
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Incidents behind Missions
Any CS role requires you to be transparent, have a goal, and understand what you're doing and why you're doing it. No task can be successfully completed if any of these three elements is missing. ...
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Separate agents into teams
In this article, we will show you how to create teams and assign them a Team Lead. This task can be completed in "Settings" under the "People and Permissions" tab. 🤔 How to Create Teams To crea...
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Team metrics update
In Kaizo, we save the historical results of the agent based on the team that he "belonged to". This ensures that upon an agent being promoted or moved from team to team, the historical team results...
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Challenges
Agents sometimes feel their QA ratings don't reflect their performance accurately and may seek clarification or wish to contest the review. Previously, managing these disputes required inefficient ...