User Dashboard

Using the data collected from various modules, including interactions, tickets, and tasks, Sagicc generates a dashboard with detailed statistics on each user's work and performance. This dashboard provides in-depth insights, enabling users, regardless of their role, to access relevant information, evaluate the quality of their service, and identify opportunities to improve their productivity.

Through the side menu, you can access your User Dashboard.

Upon entering the User Dashboard, you will see several sections with important information about the user's work and performance on the platform. At the top of the dashboard, you will see a series of filters that will allow you to consult 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 a date range.

The information, tables, and charts displayed in the various sections of the User Dashboard are described below.

Tickets

This section displays and compares the total number of tickets in the campaign assigned to the user and created within the date range specified in the filter, grouping them by each available ticket status. This information allows the user to gain a clear view of the progress and distribution of their workload.

Tasks

This section shows and compares the total number of tasks performed by the user on the campaign tickets within the date range specified in the filter. This information helps the user assess their productivity and efficiency in managing campaign tickets. It includes the following specific data:

• Tasks (assigned tickets): Shows the total number of tasks the user has performed on their assigned tickets.

• Tasks (all tickets): Shows the total number of tasks performed by the user on all tickets, regardless of assignment.

• Assigned tickets (at least one task): Indicates the total number of tickets assigned to the user that have been worked on, meaning those with at least one task.

• Campaign Completion: Measures and compares the proportion of assigned tickets that have been worked on and closed, versus those still pending.

Tasks by Type

This section displays the total number of tasks performed by the user on campaign tickets within the date range specified in the filter, grouped by the main task field of the task form (configured in the campaign). This information enables the user to analyze and segment tasks in greater detail, aiding in more informed decision-making.

Tasks by Hour

This section shows the total number of tasks performed by the user on campaign tickets within the date range specified in the filter, grouped by the hour of creation. This information allows you to identify the hours of highest and lowest productivity for agents during the workday, helping to improve operational efficiency.

Last Tasks

In this section, you can quickly access the most recent tickets worked on by the user in the campaign. The list provides basic information for each managed ticket, and by clicking on the ticket number, you will be redirected to the task view for that ticket.

Interactions by Hour

This section displays the total number of interactions received (incoming) or generated (outgoing) by the user within the date range specified in the filter, grouped by the hour of interaction creation. This information helps you identify the hours of highest and/or lowest interaction volumes throughout the day, facilitating planning during peak hours.

Interactions by Channel

This section displays the total number of interactions received (incoming) or generated (outgoing) by the user within the date range specified in the filter, grouped by channel. This information helps you determine which channels have the highest and/or lowest interaction volumes, optimizing the resources of your team.

Tickets by Channel

This section displays the number of tickets assigned to the user and created within the date range specified in the filter, grouped by the type of channel that created the ticket. This information helps you determine which channels are most and least used by customers to initiate conversations with the company.

User Behavior

This section provides a detailed breakdown of the user’s behavior on the platform, showing the total time and percentage of time spent in different statuses (such as waiting, paused, working, etc.). The information can be viewed by day (broken down by hours), by week (broken down by days), or by month (also broken down by days). This analysis facilitates the identification of usage patterns, enabling better time management and increasing productivity and efficiency in task completion.