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.
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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, enable/disable the softphone, and to log out and exit of 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.
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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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