Accessing the platform
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Search: It consists of a general search to quickly find specific tickets and clients 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 client 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 client 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.
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To search for specific tickets or clientscustomers, 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.
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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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