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.

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 Options Bar

The top options bar (located at the top of the screen) contains useful options 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.

The following options are in the top options bar (from left to right):

• Full Screen: Click here to change the Sagicc display to full screen mode, to take full advantage of your screen and avoid distractions in your web browser.

• Help: Click here to see the Sagicc help tour with the main functionalities.

• Sagicc News: Click here to stay informed about the latest news and developments from Sagicc.

• Change Language: Click here to change the current language of the Sagicc interface. The available languages are Spanish and English.

• Search: It consists of a general search to quickly find specific tickets and customers on the platform. Type your query in the search, Sagicc will show you the results found, and you can access the ticket view or customer profile by clicking on a specific result.

• Add Ticket: This option will take you to the Add Ticket form, which you can fill out to add a ticket to the platform manually. This is a quick option to record a ticket when it does not enter through any of the channels configured on the platform or when the customer has a face-to-face communication with the company.

• Add Customer: This option will take you to the Add Customer form, which you can fill out to add the information of a customer to the platform, including their basic information, contact information and account information.

• Notifications for new interactions and pending tickets list: It consists of a notifications icon indicating the number of tickets with new interactions or pending tickets on the platform. By clicking on the bell icon, you can view a more complete list showing information on the pending tickets to be attended to and their most recent interactions. In addition, in this list you can differentiate tickets that have upcoming scheduled tasks or scheduled tasks that are delayed. Click on each item in the list to access the ticket and manage it.

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

• Stopwatch, Current Campaign, User Profile Menu, and Status Changes: This consists of a stopwatch that measures the time the user remains in a specific status (in management, in pause, etc.). The stopwatch displays the elapsed time, the campaign the user is working on, and the user's current status (each status has a characteristic color). By clicking the stopwatch button, a menu will be displayed that allows you to change your status within the platform or change the campaign you are working on. Additionally, it displays options to access the user's profile and to log out and exit the platform.

• Campaign Change: Platform users can work on multiple campaigns simultaneously. Click on Change current campaign to select the campaign you want to work on. By doing so, the information you will see on the screen (ticket listing, dashboard information) will be the information corresponding to the selected campaign.

• User Status: Users with the AGENT role on the platform can 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 have access to a series of key combinations that provide an alternative way to change state on the platform.