How to set up your Dōjō Classic in 4 easy steps

Kaizo
Kaizo
Aug 1, 2019 · 7 min read

If you’ve downloaded Dōjō and you’re thinking, “Am I doing this right?”, then keep reading. This post will take you through a step-by-step process of how to maximize your use of the Dojo classic.

First of all, congratulations on choosing Ticketless’ Dōjō to upgrade your performance management space in Zendesk. We can’t wait to help you boost your team’s performance.

Whilst we are sure each company wants to customize their scorecard differently, there is one thing everyone has in common: They want to get it set up and running as fast and smoothly as possible.

If you’ve downloaded Dōjō and you’re thinking, “Am I doing this right?”, then keep reading. This post will take you through a step-by-step process of how to maximize your use of the Dojo classic.

1. Customize your Tickets Settings

To start with your settings, we’ll give you an easy one. First, organize your ticket setting to ensure that they are displayed and rated as you desire.

What it is

There are three parts to the ticket settings integration: ticket view, amount of tickets rated and excluded tickets.

Ticket Formatting options allow you to select what information you want and in what order you want it on each ticket. Amount of tickets rated allows managers to set a minimum for how many tickets each agent should rate per week. Excluded tickets allow managers to flag tickets that they don’t want on the scorecard.

Why it matters

Perhaps the biggest benefit of formatting your ticket view is the ability to organize your data in actionable ways. It allows you to customize your ticket to make only what matters to you accessible in the order that you want it. This saves you time filtering through the information that is irrelevant and also organizing your tickets has never been easier.

The amount of tickets rated allows you to easily set a standard for internal quality rating amongst agents, whilst saving you the hassle of having to manually delegate the tickets. It ensures that all agents are equally engaged with the team’s work and can constantly improve on their previous mishaps.

How it works

To format your tickets, you begin by selecting which fields you would like to be involved in each ticket from our categorized list. For example subject, description, requester email- don’t worry, if you have custom fields in your Zendesk they will transfer across automatically. You then simply drag them from the ‘Fields available’ column into the ‘Ticket view’ in the order in which you would like them to appear on each ticket.

If you would like to exclude any type of tickets, simply type in an indicator of an invalid ticket, eg: #spam. This will then flag any ticket with this indicator and remove it from your scorecard. It’s that easy!

When you decide to set up your amount of tickets rated, simply select how many tickets you would like each agent to rate weekly. This number can either be a percentage of weekly tickets or a fixed number. E.g: 10% of completed tickets or 8 tickets per week. Just type in your preference, hit enter and you’re done!

2. Manage your Activity Settings

Once you’ve got your tickets just how you like them, it’s time to set up how you measure your agents’ activity to make sure your time metrics are accurate.

What it is

Activity time measures the increment of time by which you would like to measure an agent’s activity on Zendesk. Break time is just as it sounds, the amount of time usually allocated for an agent for their break.

Why it matters

The main reason that activity time is important is that it dictates how often you measure each one of your agent’s time metrics. It allows you to choose how detailed you want your information. The smaller the timeslot, the more granular your measurements will be. This information is then used to generate the heatmap feature which automatically tracks your agents’ Zendesk activity and helps keep up to date with where their focus has been.

How it works

The first step in establishing your Activity settings is selecting an activity time. The options provided on the clickable bar are 5, 15, 30 and 60 mins. This will dictate under which time increment you wish to measure your agents’ time metrics which include:

  • Average Zendesk Activity- Percentage of work hours spent on Zendesk
  • Zendesk touchpoints- Total number of actions (e.g. comments written, status changed, data updated) applied to tickets
  • Zendesk hours- Time spent on Zendesk

For example, say you set your Activity time to 15 mins. This means that every 15 mins the scorecard automatically measures the percentage of those 15 mins spent on Zendesk, how many touchpoints were activated in that time and how much of that time overall was spent working. It will look something like this:

These metric results will vary depending on which time increment you select. The key is to select a time not too low- as this will overanalyze your data and show very low interaction. However, not too high as this will show a very undetailed overview of an agents’ activity. For example, you probably don’t want to measure by 5 mins as this will process a lot of times whereby an agent may be held up in something else- showing potentially unjustified results that they were inactive. However, if you have a 60 mins setting, if an agent who goes for lunch from 12.00 to 13.00 and made their last update to a ticket at 12.01, the time from 12:00 to 13.00 will be counted as working time with no breaks

Tip: If an agent works constantly on incidents (tickets, call, chats), their granularity should be lower (we recommend 15 min). If you don’t have too many tickets then we recommend using 30 mins.

3. Organize your Channels Setting

Now that your activity is set, it is time to think about how you want your communication channels to be organized. So start thinking about which channels are important to your team and let’s create your list.

What it is

Your Channels list is a simple directory of all the communication channels through which your agents receive tickets. This may include e-mail, talk, Facebook, Twitter. It re-directs all of your Zendesk activity directly to your Dōjō Classic scorecard.

Why it matters

So why does organizing your channels matter? First of all, it is super convenient when it comes to analyzing data. It allows you to segment your measurements and assess agents' results per channel. This makes it easier to see from which avenue you are receiving the most tickets and which areas need improvement.

How it works

Setting up your channels list is very similar to customizing your ticket view. You simply drag the channel which you want from the right hand on the screen into your list and Bob’s your uncle! You also have the option of creating your own channels, in which case you simply name it in the box on the right and drag it across into your list.

4. Handle your People Setting

The final thing you need to set up is your people settings, which means who you want to have access to the Dōjō Classic scorecard.

What it is

This setting allows you to select which members of your team you would like to have access to the scorecard data.

Why it matters

Whilst this is mainly a preliminary setting, it does allow for a smooth transition for your team when introducing them to the Dōjō Classic. As with any new software being introduced to a team, it is important to allow a select few agents to test out the functions before rolling it out to the entire team.

How it works

If you do decide to restrict access to only include management and senior agents during the introductory phase of Dōjō Classic, the process couldn’t be easier. Simply click the tab next to each agent’s name that you wish to restrict access to. This can be changed at any time, so when you decide the entire team is ready to have access, just click the tab next to each agent’s name and you’re good to go!

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