User Supervision

Sagicc has a User Supervision module that enables users with “administrator” or “supervisor” roles to perform monitoring and supervision tasks on users with the “agent” role on the platform. This module features a real-time updating dashboard that displays detailed information for all users in the selected campaign (or across all campaigns). For each user, the dashboard provides key data such as their current status, the time spent in that status, average times in other statuses, and more.

You can access the User Supervision module through the sidebar.

Sagicc will take you to the module, where you will see the general supervision dashboard, with all the agents working on the selected campaign. The dashboard shows important information about users, average times, and assigns specific colors to each of the agent statuses, for better identification and analysis.

At the top of the dashboard, you will find the following filters that you can apply:

• Search: Type the name of a specific user to see their status box.

• All campaigns: Check this box if you want to see all agents from all campaigns on the dashboard. By default, Sagicc will only show agents working in the selected campaign.

• Change View: There are 3 dashboard views that will allow you to have a more complete view of the status of the agents' operation:

  • Full view (default)

  • No Information

  • Icons only

• Filter by State: Filter the users displayed on the dashboard by one or more specific statuses: disconnected, enlistment, waiting, pauses, management.

Each user is represented by a card that includes all their information.

At the top of the card, you can see the user's name, their assigned extension, their profile picture, and an indicator of the platform they are logged into (web or app). Additionally, you can see the color associated with the user's current status. Next, you can see the time the user has been in the current state, and the name of the state.

In the middle, other important user data and times are displayed:

• The current campaign the user is working on.

• The last login of the day or current session.

• The last logout of the day or current session.

• Time connected, meaning in a state other than disconnected, during the day or current session.

• Time on pause during the day or current session, detailing the different reasons for pauses throughout the session.

• The platform or device the user is logged into (web or app).

Finally, at the bottom, the following actions and/or operations can be performed on the user:

• Go to Ticket: If the user is in BUSY status, this button allows you to go to the specific ticket that the user is managing. In this way, the conversation between the user and the customer or the management process can be monitored.

• Open chat with the user: Allows you to open a direct and private conversation with the user through Sagicc's internal chat.

• Intervention: Allows access to the following call monitoring functionalities of the platform, useful in the processes of agent supervision and quality control of the service:

  • Listen: Allows you to listen to the call between an agent and a customer. The supervisor will be able to listen to both sides of the conversation, but the agent and the customer will not be able to listen to the supervisor.

  • Whisper: Allows you to listen to the call between an agent and a customer and intervene in a whisper. The supervisor will be able to listen to both sides of the conversation, and the agent will be able to listen to the supervisor, but the customer will not be able to do so.

  • Intervene: Allows you to listen to the call between an agent and a customer and intervene with all parties to the conversation. The supervisor, agent, and customer will be able to hear each other.

• Force State Change: Allows you to force a user's status change within the platform when it is noticed that the user has been in a specific status for too long. By forcing the change of status of a user, they will see how Sagicc refreshes automatically and changes the status to the one specified by the supervisor.

  • Forced change of status from BUSY to AVAILABLE: The user will be removed from the ticket they are managing, and their status will change to AVAILABLE to continue managing other tickets.

  • Forced change of status to DISCONNECTED: The user's session will be closed, and their status will change to DISCONNECTED.

• Enable/Disable Automatic Assignment: This option allows you to enable or disable the automatic assignment of cases to a user. If automatic assignment is disabled, the user can continue managing the cases already assigned to them on the platform, but they will not receive new cases until automatic assignment is re-enabled.