User Dashboard

With the information collected by the different modules, the information on interactions, tickets, and management, Sagicc generates a dashboard with statistics on the work and performance of each user. Regardless of their role, each customer can access their dashboard and analyze the presented information to improve productivity and the quality of service.

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 graphs shown on the user dashboard are organized as follows:

• Tickets: Shows the total number of tickets assigned to the user and created within the specified date range in the filter, grouping them by each of the ticket statuses.

• Tasks: Shows and compares the total number of management actions performed by the agent within the specified date range in the filter:

  • Tasks created by the user on tickets assigned to the user

  • Tasks created by the user on all tickets, regardless of user assignment

  • Tickets assigned and managed by the user, with at least one task

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

• Tasks by Categorization: Shows the total number of tasks created by the user within the specified date range in the filter, grouping them by the primary categorization field of the task form (configured in the campaign).

• Tasks by Hour: Shows the total number of tasks created by the user within the specified date range in the filter, grouping them by the time of creation of the management action. It allows determining the hours of higher and lower productivity of the agent during the workday.

• Latest Task: Quick access to the latest tickets managed by the user.

• Interactions by Channel: Shows the total number of interactions received (incoming) or generated (outgoing) by the user within the specified date range in the filter, grouped by channel. It allows determining the channels with higher and lower volume of interactions.

• Interactions by Hour: Shows the total number of interactions received (incoming) or generated (outgoing) by the user within the specified date range in the filter, grouping them by the time of creation of the interaction. It allows determining the hours of higher and lower volume of interactions during the day.

• Tickets by Channel: Shows the number of tickets assigned to the user and created within the specified date range in the filter, grouped by the type of channel that generated the ticket. It allows determining which channels are most used by customers to initiate conversations with the company.