Campaign Configuration

[ Channels ] [ Agents ] [ Supervisors ] [ Accounts ] [ Redistribute Tickets ] [ Synchronize Fields ] [ Script ] [ Configuration ] [ Custom Tabs ]

To access the configuration of an existing campaign, select the campaign in the Campaigns module and click on Edit. You will be taken to a view where you can see the basic configuration of the campaign, along with several sections to configure channels, agents, supervisors, accounts, script, advanced configuration, or additional tabs. In each of the sections, you can configure the following:

• Channels: Assign one or more channels (previously configured in Sagicc), incoming or outgoing, to the campaign so that the interactions and tickets created from these channels are grouped in the same campaign.

• Agents: After assigning the channels, assign the users with agent role who can handle and attend each of the channels from the campaign.

• Supervisors: Assign one or more supervisor users for the campaign. They can perform monitoring, supervision, and reporting tasks on the agent users who will work on the campaign.

• Accounts: Perform bulk loading of the customers/accounts that will be contacted/attended/managed from the campaign (especially useful for outbound campaigns).

• Script: Define a script that helps agents in the process of attending to customers.

• Advanced Configuration: Assign values to various advanced configuration parameters for the campaign.

• Tabs: Add one or more additional tabs to the tickets that are within the campaign. These tabs can contain useful information for attention or can be viewed for integration with other software or platforms.

Channels

Access the Channels section and assign one or more channels (previously configured in Sagicc), incoming or outgoing, to the campaign so that the interactions and tickets created from these channels are grouped in the same campaign. Click on Assign Channel and you will see the list of available channels to assign. Select the required channels to add them to the list, or use the Remove button to remove a specific channel from the list.

Verify the selected information and click on Save to modify the campaign configuration.

Agents

Access the Agents section and assign users with the agent role who will be able to manage and attend to each of the channels from the campaign. In the section, click on the Assign Agent button to select the agents who will be associated with the campaign. Then, in the table, check and/or uncheck the enabled channels for each of the agents. Verify the selected information and click Save to modify the campaign's configuration.

Supervisors

Access the Supervisors section and assign one or more users with supervisor role to the campaign, who will be responsible for the supervision tasks of the campaign (monitoring agents' status, generating reports for the campaign, etc.). Click on Assign Supervisor and you will see the list of available supervisors to assign. Select the required users to add them to the list, or use the Remove button to remove a specific user from the list.

Verify the selected information and click on Save to modify the campaign configuration.

Accounts

Access the Accounts section to perform bulk loading of the customers/accounts that will be contacted/attended/managed from the campaign (especially useful for outbound campaigns). To load the accounts, you need to organize them into an Excel format file and verify that all the required information is in the file. Click on Download Template if you want to load the accounts in a Sagicc template.

To upload an account file, click on Import Accounts. A dialog box will open for you to select and upload the account file.

Once the file is selected, Sagicc will validate and process it. If any errors are found in the file or any data is missing, Sagicc will show you the errors found. If the file is valid and processed correctly, you will see the following options to perform the massive account load:

• Template Type: Select Create using Sagicc template if the file you uploaded corresponds to an account template in Sagicc format. Select Create using a custom template if the file you uploaded has another format and you need to map columns between the file columns and the customer information in Sagicc.

• Column Mapping: When selecting Create using a custom template in Template Type, Sagicc will show on the left each of the columns that the uploaded file contains, and on the right you can select the Sagicc data equivalent to the column. For example, if the account file has the ID column, you can map it to the Sagicc Document Number field. Or if the account file has the Birthday column, you can map it to the Sagicc Birthdate field.

• Create Tickets: Select this option if you want Sagicc to generate a ticket for each of the records in the account file. This functionality is useful for outbound campaigns.

• Ticket Priority: Select the priority of the tickets to create. By default, tickets created from the file will have Low priority, but you can modify this priority at the time of the load. High priority tickets will be the first ones that agents will see in the Pending Tickets list.

• Close Open Tickets: Select this option if you want Sagicc to close the current tickets of the campaign to only work on the tickets being created from the file.

• Save Assigned User: Select this option if you are entering information in the "Assigned User" column of the account file and want to save the assigned user for each customer/account in the file. This way, the tickets created in the account load will be assigned to the specified users, and also, Sagicc will use this account assignment for future tickets of the customer.

• Overwrite Data: When uploading an account template, Sagicc will detect duplicate records, i.e., records that already exist in Sagicc at the time of upload. Select this option if you want Sagicc to replace the information of duplicate records with the information from the file. If this option is not activated, duplicate records will not be modified

Click on Import to finish the process. Once finished, the dialog box will close, you will see the imported accounts in the list, and the tickets will have been created in the campaign.

Redistribute Tickets

Additionally, in this tab you will find an option to redistribute the campaign tickets among users with agent roles assigned to it. This action should be performed when a loaded account file is modified and reloaded onto the platform, when you make changes or movements between users assigned to the campaign, or simply when you want to redistribute tickets.

To perform ticket redistribution, you can select from the following options:

• Redistribute tickets by status: You can redistribute only pending tickets (not closed), only new tickets, or only open tickets.

• Redistribute among agents: You can redistribute randomly among all agents assigned to the campaign, you can select one or more agents to distribute among them, and you can redistribute randomly among all agents who are not disconnected from the platform.

Verify the selected information and click on Redistribute.

Synchronize Fields

Finally, the Sync Fields option will allow you to take all the additional fields or information from the accounts loaded in the campaign and synchronize them with the platform so that these fields are available in the Segmentation or Mass Messaging processes of Sagicc. This way, you can use additional fields to apply filters on the campaign accounts and perform specific actions on a segment or subset of customers/accounts.

Script

Access the Script section to configure the script that campaign agents must follow to manage tickets and that will help them in the customer service process. To write the script, use the editor that will allow you to give styles to the text for better reading and understanding. In addition, you can add variables to the script so that Sagicc automatically adds information related to the ticket, the customer, the agent or the account.

Verify the entered information and click on Save to modify the campaign settings.

Configuration

Access the Configuration section to assign values to the following advanced configuration parameters for the campaign:

• Additional Parameters:

  • Main Management Field: It is the field of the campaign management form that will define the final result of the management or attention. It is used in the platform's dashboards and reports.

  • Call Distribution Algorithm: It is the algorithm used to distribute incoming calls to the campaign among the different agents assigned to it. Each algorithm has a specific behavior and should be selected according to the characteristics of the campaign and the volume of calls.

    • Random

    • First in queue

    • Last in queue

    • Round Robin

    • Lowest Occupation

• Agents Performance:

  • Service Level Time (seconds)

  • Service Level Target (percentage)

  • Average Operating Time (seconds)

  • Number of Managements per Agent

• Ticket Assignment Options

  • With weight

  • Allow automatic assignment of tickets

  • Assignment using queue

  • Allow assignment to another user if the assigned user is not available: In ticket the customer has a specified assigned user and this user is not available when the customer interacts with the company, Sagicc will assign the ticket to the first available user within the campaign.

• Ticket Options

  • Ticket Combinations: Enables or disables the option of ticket combination in the campaign.

    • Transcript Sending: Enables or disables the option of sending the transcript of the conversation of the tickets within the campaign.

  • Transfers between Users: Enables or disables the option of transferring tickets between users of the campaign.

  • Transfers between Campaigns: Enables or disables the option of transferring the campaign tickets to other campaigns.

  • Auto-complete Tasks: Enables or disables the option of auto-completing the task form of the campaign tickets with the most recent ticket task data.

  • View all Tickets: Enables or disables the option that allows agents to view all tickets in the campaign, regardless of the user assigned to them.

  • Interact with other contact tickets: Enables or disables the option that allows sending interactions to contact data of other customers in the campaign tickets.

  • Interactions only from assigned channels: Enable or disable the option that allows agents to only send interactions from the channels they have assigned within the campaign configuration.

  • Close tickets without management: Enables or disables the option to allow closing platform tickets if they do not have at least one management.

  • Close tickets without customer information: Enables or disables the option to allow closing tickets on the platform if they have incomplete customer information.

• External Ticket View Options: In this section, you will have complete control over the information that clients can view when they receive a link to the external view of a specific ticket. You can personalize the experience by selecting from the following list the sections of the ticket view that you want to be visible to end users:

  • Customer Details

  • Contact Information

  • Ticket Details

  • Conversation

  • Tasks History

  • Attachments

Verify the selected information and click Save to modify the campaign settings.

Custom Tabs

Access the Tabs section to add one or more additional tabs to the view of the campaign tickets. Click Add and enter the following information for the new tab:

• Name: This is the title of the tab within the ticket view.

• URL: This is the web address or URL that contains the content to be displayed on the tab. This URL must have HTTPS protocol enabled to display its content within Sagicc.

• Icon: This is the icon that will be displayed next to the tab title within the ticket view. You can select any of the icons from the following library: https://mui.com/material-ui/material-icons/

• Height (pixels): This is the height or size in pixels that the tab will have within the ticket view.

• Enabled: Shows/hides the tab within the ticket view.

Verify the selected information and click Save to modify the campaign settings. The new tab will be visible in all campaign tickets, displaying the content of the specified URL.