Don’t Follow The Leader – Be The Leader

July 6, 2017

The new, improved Leaderboard is a great way to utilize tactics of competition and gamification to improve your agents’ performance AND make their job more fun at the same time. Likewise, when an agent can see how he or she is performing in real-time and sees that there is a problem, it is much more …

Power-User Spotlight: Agent Activity

May 4, 2017

1. First, select the date desired to review agent activity, then check the box to hide agents with no time: 2. You can see when the agent clocked in for the day and when they clocked out…or if he or she is still active: 3. You can hover over the graph and view each ticket/untracked/general …

Who’s keeping score, anyway? Everyone!

March 15, 2017

When it comes to management tactics geared toward driving employee success, Gamification in the workplace has become an increasing trend to motivate, track, and ultimately improve agent performance. Our newest feature, Scorecard, does just that – by letting your agents see how they are performing in real-time. With the Scorecard, you are able to: Show …

New Feature: Leaderboard

February 11, 2017

Gamification and competition for Zendesk support teams are two popular ways to improve your agent’s performance and make their job more fun all at the same time. We have a new feature that will make this interaction easy and fun — it’s called the “Leaderboard”. Our research has shown that when an agent can see …

Measuring Agent Occupancy in Zendesk

January 31, 2017

Today we’ll be diving into how to measure your agent’s occupancy rate in Zendesk. Occupancy is an important metric that will help you ensure your support team’s resources are adequately utilized and reduce cost. Before we get into calculating occupancy, let’s take a look at how an agent’s day breaks down in Zendesk: Total Time …