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Access the Agents section and assign the users with the agent role who can handle will be able to manage and attend to each of the channels from the campaign. In the section, you will see a table in which you can select or check the agents for each assigned channelclick 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 on Save to modify the campaign's configuration.
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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.
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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.
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.
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