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Accessing the platform
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To search for specific tickets or customers, 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.
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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Important: By using the Organize tickets option, you will only change the order in which tickets are displayed. However, by selecting different values in Notifications and Filter tickets, you can alter the number of tickets displayed. |
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User Status: Users with the AGENT role on the platform can select one of the available statuses to indicate to supervisors and administrators the type of task they are performing at a specific time: for example, attending a call, having lunch, in training, etc. The following are the user statuses managed on the platform:
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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The CHANGE STATUS option is only available for users with the AGENT role. For users with the ADMINISTRATOR and SUPERVISOR roles, the same state rules and supervision do not apply. |
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Keyboard Shortcuts for Changing Status: Platform users have access to a series of key combinations that provide an alternative way to change state on the platform.
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. |
Help Menu
User Manual: Access the platform's user manual by clicking here. This resource provides all the necessary information to familiarize yourself with the operation of Sagicc and make the most of its features.
Sagicc Academy: Click here to enter Sagicc Academy, our e-learning platform where you will find a range of Customer Experience learning programs.
Sagicc Helpdesk: Access the self-help Helpdesk by clicking here. Here, you will find relevant information and interactive videos addressing frequently asked questions, allowing you to quickly resolve common and routine queries.
Contact Support: If you need personalized assistance, click here to send an email to our support team. Our Help Desk will be ready to assist you with any questions or issues you may have with the platform.
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