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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 clientscustomers/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 clientscustomers.
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.
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Access the Accounts section to perform bulk loading of the clientscustomers/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.
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To upload an account file, click on Import Accounts. A dialog box will open for you to select and upload the account file.
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How to import accounts correctly?
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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.
Account Assignment: 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.
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.
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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 clientscustomers/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.
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