Campaign Dashboard

With the information collected by different modules, information on interactions, tickets, and tasks, Sagicc generates a dashboard with statistics on the work and performance of each campaign. Users with the administrator and supervisor roles can access the dashboard for each campaign and analyze the presented information to improve productivity and the quality of service. By default, when entering the Campaign Dashboard, the information for the selected campaign will be displayed for the user in the Campaign Selector.

Through the side menu, you can access the Campaign Dashboard.

When entering the Campaign Dashboard, you will see several sections with important information about the work and performance of users who are working on a specific campaign. At the top of the dashboard, you will see a series of filters that will allow you to query information within a specific date range. By default, Sagicc will show information for the current day, but it is also possible to view information for the current week, the current month, or select advanced filters.

Within the advanced filters for the dashboard, you will find the following:

• Date From: Filters the dashboard information, showing only information for tickets created from this date.

• Date To: Filters the dashboard information, showing only information for tickets created before this date.

• Campaigns: Includes information from other campaigns by selecting them along with the default campaign.

• Users: Includes information for all users or shows only information for specific users.

The information, tables, and graphs shown in the user dashboard are organized as follows:

• Tickets: Shows the total number of tickets created in the campaign within the date range specified in the filter, grouped by each ticket status.

• Tickets by User: Shows the total number of tickets created in the campaign within the date range specified in the filter, grouped by user assigned to the ticket and by status. The table information can be downloaded in Excel format by clicking on Download Data.

• Tasks: Shows and compares the total number of tasks performed by agents on tickets for the campaign within the date range specified in the filter:

  • Tasks created

  • Tasks created on all tickets

  • Tickets managed with at least one task

  • Campaign Completion, i.e., the proportion of tickets assigned to users that have been managed and closed.

• Tasks by User: Shows the total number of tasks performed by agents on tickets for the campaign within the date range specified in the filter, grouped by user assigned to the ticket. The table information can be downloaded in Excel format by clicking on Download Data.

• Tasks by Typification: Shows the total number of tasks performed by agents on tickets for the campaign within the date range specified in the filter, grouped by the main typification field of the management form (configured in the campaign).

• Tasks by Hour: Shows the total number of tasks performed by agents on tickets for the campaign within the date range specified in the filter, grouped by the time the task was created. Allows you to determine the hours of highest and lowest productivity of agents during the workday.

• Last Tasks: Quick access to the last tickets managed by users in the campaign.

• Interactions by Channel: Shows the total number of interactions received (incoming) or generated (outgoing) by agents of the campaign within the date range specified in the filter, grouped by channel. Allows you to determine the channels with the highest and lowest volume of interactions.

• Tickets by Channel: Shows the number of tickets assigned to agents of the campaign and created within the date range specified in the filter, grouped by the type of channel that generated the ticket. Allows you to determine which channels are most used by customers to start conversations with the company.

• Interactions per Hour: Shows the total number of interactions received (inbound) or generated (outbound) by campaign agents within the specified date range in the filter, grouped by the hour of interaction creation. It allows determining the hours with the highest and lowest volume of interactions during the day.

• Service Level

• SLA: Displays data related to SLA rules and compliance/non-compliance with associated time metrics for this statistic.

  • Total tickets created in the campaign for which SLA rules were validated.

  • Tickets with non-compliance, i.e., cases for which the time metrics of at least one SLA rule were not met.

• Compliance by user: Displays the number of cases per agent that met the time metrics of at least one SLA.

• Non-compliance by user: Displays the total number of missed metrics for cases assigned to the user. This means that if two metrics were missed for case #2325, they will be counted as 2 non-compliances for the user.

• SLA by ticket: Displays specific information about cases, compliance, and non-compliance with SLA rules in a table (case number, assigned user, metric, whether SLA was met or not, and event date).

  
  

  

• SLA compliance effectiveness: Represents the distribution based on the number of compliance and non-compliance with SLA rules. It should be noted that the calculation is based on the fact that a case can meet or miss one or two of the SLA rule metrics.