Accessing the platform
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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 directed 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.
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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.
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To search for specific cases or clients, type your query in the search field. If you need to filter or rearrange the list of pending cases, click on the Filter icon (top right corner) and use one of the available filters.
Filter | Options | Description |
|---|---|---|
Notifications | Unread tickets | You can choose this option to view the number of unread tickets with interactions in the notifications bell. |
Pending Tickets | You can choose this option to view the number of tickets that are not closed in the notifications bell. | |
Filter Tickets | Assigned to me or Unassigned | You can choose this option to view pending tickets that have been assigned to you or are unassigned in the pending tickets list and in the notifications bell. |
All Tickets | You can choose this option to view all pending tickets in the pending tickets list and in the notifications bell, regardless of the assigned user. | |
Organize Tickets | Highest to Lowest Priority | You can choose this option to organize the tickets in the list in descending order according to the priority (high, medium, or low) of each ticket. Tickets with high priority will be the first to be displayed in the list. |
Lowest to Highest Priority | You can choose this option to organize the tickets in the list in ascending order according to the priority (high, medium, or low) of each ticket. Tickets with low priority will be the first to be displayed in the list. | |
Oldest to Most Recent Ticket | You can choose this option to organize the tickets in the list in ascending order according to the creation date of the ticket. The oldest tickets will be the first to be displayed in the list. | |
Most Recent to Oldest Ticket | You can choose this option to organize the tickets in the list in descending order according to the creation date of the ticket. The most recent tickets will be the first to be displayed in the list. | |
Oldest to Most Recent Interaction | You can choose this option to organize the tickets in the list in ascending order according to the date of the last received interaction (call, message, etc.) in the ticket. Tickets with oldest interactions will be the first to be displayed in the list. | |
Most Recent to Oldest Interaction | You can choose this option to organize the tickets in the list in descending order according to the date of the last received interaction (call, message, etc.) in the ticket. Tickets with most recent interactions will be the first to be displayed in the list. |
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STATUS | COLOR | DESCRIPTION |
|---|---|---|
Disconnected | Grey | This is the status that indicates the agent is disconnected, has not logged in, and is not working on the platform. |
In Standby | Yellow | This is the initial status of the agent, i.e., the state with which the agent logs in to the platform. It indicates that the user is preparing at their workstation to start working and managing tickets on the platform. |
Available | Green | This is the status in which the user can start working. It indicates that the user is ready and waiting for new tickets and interactions to manage. |
Busy | Red | This is the status to which the agent automatically switches when managing a ticket. It indicates that the user is busy. Depending on the user's configuration and campaign, the user may or may not receive new tickets and interactions when in this state. |
In Pause | Blue | This is the status in which the agent can step away from their workstation or interrupt their work. It includes different types of pauses to indicate the purpose of this: LUNCH, ABSENT, BACKOFFICE, BATHROOM, TRAINING, RESTING, MEDICAL PROBLEMS, FEEDBACK, MEETING. |
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SHORTCUT | ESTADO DESTINO | DESCRIPTION |
|---|---|---|
Alt + 1 | Disconnected | Logs the user out and takes them to the login page. |
Alt + 2 | Available | Directs the user to the platform's home page. |
Alt + 3 | In Pause | Takes the user to the pause page. |
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