User Supervision

Sagicc has a User Supervision module, where users with the Supervisor role can perform monitoring and supervision tasks on the agents within the platform. Within the module, a dashboard is displayed that updates in real-time and includes all users of the selected campaign (or all campaigns), relating important information for each user such as their current status, the time they have been in the current status, average times in other statuses, etc.

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, the user's name and assigned extension are displayed. In addition, the color associated with the user's current status is displayed. Then, the time the user has been in the current status is displayed, along with the name of the status.

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

• The current campaign the user is working on

• Last login of the current day or shift

• Last logout of the current day or shift

• Time connected, that is, in a status other than disconnected, during the current day or shift

• Time on pause during the current day or shift

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

• Go to Case: 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.