Start Guide ▶️

Accessing the platform

To access your company's Sagicc instance, please go to the URL provided by the provider, for example: https://mycompany.sagicc.co. Upon accessing the URL, you will be redirected to the Sagicc login page. To log in, you'll need to use the credentials provided to you either by the provider or by the platform administrator within your company. Enter your email and password, then click on "Continue" to start your session and begin working.then click "Continue" to log in to the platform and start working.

If you have forgotten your password for logging in to the platform, click on "Forgot Password?" Sagicc will send an email to the address you use for logging in, with instructions on how to reset your password.

Home Screen

After logging in, Sagicc will take you to the home screen, where you will see quick access to the main modules and tools enabled for your role within the platform. Click on any of the icons or buttons to access the desired module. You can also access the tools from the side menu.

Top Navigation Bar

The top navigation bar (located at the top of the screen) contains useful options and tools for the user during their work on the platform. This bar will be visible at all times to ensure that the user has all the options at their disposal.

Next, each option in the top options bar is described (from left to right).

Full Screen

Click on the "Full Screen" button to switch Sagicc to full-screen mode. This allows you to maximize your screen space and minimize distractions in your web browser.

Help

Click on the "View Help" button to access the Sagicc help tour, which covers the main functionalities according to your role within the platform.

Sagicc News

Click on the "Sagicc News" button to stay informed about the latest news, updates, and announcements from Sagicc. Additionally, through this section, you can submit your improvement ideas for the platform. Sagicc News is also available at the following link: https://news.sagicc.co/

Change Language

Click on the "Change Language" button to switch the language in which the Sagicc interface is displayed. Available languages include Spanish and English.

Search

The top options bar also includes a general search bar, designed to help you quickly and efficiently find specific tickets and customers within the platform. Simply enter your query into the search bar, and Sagicc will search for matches on the platform. Once you've entered your query, Sagicc will display the search results, allowing you to easily access the detailed view of a ticket or a customer’s profile by clicking on the specific result that interests you.

Add Ticket

Click on the "Add Ticket " button, and Sagicc will take you to the Add Ticket form, which you can fill out to manually add a ticket to the platform. This is a quick option to record a ticket when it doesn't come through any of the configured channels in the platform or when the client has a face-to-face communication with the business.

Add Customer

Click on the "Add Customer" button, and Sagicc will take you to the Add Customer form, where you can enter the information of a customer into the platform, including their basic data, contact information, and account details.

Internal Chat

Click on the "Internal Chat" button to open the platform's internal chat, which allows you to send and receive internal messages to other users of the platform. Initially, you'll see a list of all users you can communicate with. Click on the user you need, and a conversation window will open, displaying previously sent or received messages. Write your message and send it. The user will receive an alert and can respond to your message immediately.

At the top of the internal chat window, you will see a button that allows you to access a search bar. Use this function to find a specific user. Enter the name of the recipient to whom you want to send a message, and once you find them, select them to send your message.

If you want to send a message through the internal chat to multiple users of a specific role (broadcast), click on the "Broadcast" button located at the top right of the internal chat window. If you're an "administrator" user, you can select the role of the users you want to send the message to. If you're a "supervisor" user, you can decide whether to send the message to all agents of your assigned campaigns or to the agents of a specific campaign.

Once you've selected the destination roles and/or campaigns, compose the message and send it to the corresponding users. All users will receive a notification indicating that they have received a new message.

Pending Tickets List

On the right side of the top navigation bar, you'll find a notifications icon indicating the number of tickets with new interactions or pending management on the platform. This list allows you to quickly and efficiently access information about tickets that require priority attention and learn details such as the ticket status, SLA compliance, customer, assigned user, and other relevant data.

Clicking the icon will display a list divided into two tabs:

• Pending Tickets: Here you can view information about tickets that need to be addressed and their most recent interactions. This list shows notifications of tickets with unread pending interactions or tickets that have not yet been managed or closed.

• Scheduled Managements: In this tab, you will find a list of tickets with scheduled management tasks on the platform. You can see if the task is pending within a certain time frame or if it is overdue and has not yet been managed.

For both lists, click on each item to access and manage the corresponding ticket.

If you need to search for specific tickets or customers, type your query in the “Search” field. If you need to filter or reorganize the list of pending tickets, click on the “Filter” icon (top right corner) and use one of the available filters, described below:

If you need to search for specific tickets or customers, type your query in the “Search” field. If you need to filter or reorganize the list of pending tickets, click on the “Filter” icon (top right corner) and use one of the available filters, described below:

Stopwatch, Current Campaign, User Profile Menu, and Status Changes

This consists of a timer that measures the time a user remains in a specific status (e.g., busy, pause, etc.). The timer displays the elapsed time, the campaign the user is working on, and their current status (each status has a characteristic color).

By clicking on the timer button, a menu will appear, allowing you to change your status within the platform, switch the campaign you are working on, or change your current workspace (if you have more than one workspace assigned). Additionally, this menu provides options to:

• Access the User Profile.

• Enable/disable the embedded softphone for the user.

• Enable/disable automatic ticket assignment for the user.

• Log out of the platform.

Campaign Change

Platform users can work on multiple campaigns simultaneously, each with different objectives and channels. Click on "Change Current Campaign" to select the campaign you want to work on. By doing so, the information displayed on the screen (list of cases, dashboard information) will correspond to the selected campaign.

User Status

Users with the AGENT role on the platform must select one of the available statuses to indicate to supervisors and administrators the type of task they are performing at a specific time: for example, attending a call, having lunch, in training, etc. The following are the user statuses managed on the platform:

Keyboard Shortcuts for Changing Status

Platform users with the role of agent have access to a series of key combinations (keyboard shortcuts) that provide a quick and efficient way to change states in the platform.

Help Menu

• User Manual: Access the platform's user manual by clicking here. This resource provides all the necessary information to familiarize yourself with the operation of Sagicc and make the most of its features.

• Sagicc Academy: Click here to enter Sagicc Academy, our e-learning platform where you will find a range of Customer Experience learning programs.

• Sagicc Helpdesk: Access the self-help Helpdesk by clicking here. Here, you will find relevant information and interactive videos addressing frequently asked questions, allowing you to quickly resolve common and routine queries.

• Contact Support: If you need personalized assistance, click here to send an email to our support team. Our Help Desk will be ready to assist you with any questions or issues you may have with the platform.