Elizabet Plepis
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Recent activity by Elizabet Plepis-
Tickets Solved / h
What does this metric mean? Tickets Solved per Hour metric shows how many client requests an agent solves on average per Zendesk working hour. Which tickets count as a solved tickets? All ticket...
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🤖 Auto QA: Rating
🌟 Let's elevate your QA game to the next level together with Auto QA! 🌟 🚨Once at least one QA criterion is automated and enabled in Settings -> Quality Assurance, QA raters will notice the followin...
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Total Tickets Handled
Total Tickets Handled represents the total number of tickets being updated by an Agent in all listed channels. We add a maximum of 1 to the Handled Total value for each updated ticket per day. This...
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Internal Notes/h
What does this metric mean? Internal Notes/h shows the average number of internal comments written by an agent per hour every week. These notes are only visible to the users of the same Zendesk...
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Activity Hours
Zendesk Hours represent total estimated time an agent has actively worked in Zendesk, handling tasks such as resolving tickets, engaging in chats, or taking calls. 🧮 How do we c...
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AI Mission setup
Setting up weekly Missions for your agents is an exciting but quite a tiring process. Team Lead needs to make sure that: Agent receives a personalised goal based on their previous achievements The...
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Prepare for a 1:1 meeting
It's important to always stay in contact and clearly communicate with your team mates. Apart from the group meetings, where you can announce any updates or team achievements, you would also benefit...
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How to set up a QA scorecard in Kaizo?
There are several reasons to invest your time in researching and building your own QA Scorecard: A freshly created QA Scorecard will focus on your company's individual needs and areas of focus. Th...
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Chat Messages
To include chat metrics in your Scorecards, your team has to be working in Zendesk Agent workspace. Kaizo only supports chat metrics for the Zendesk agents workspace. Kaizo supports chat me...
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Agent Scorecard overview
Agent Scorecard view is the place where agents and their Team Leads can: 📊 Check weekly results in real-time 🚀 Identify performance improvements and drops 🔍 Drill into Metrics for detailed insight...