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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 customers /or 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 customers.
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 the bulk loading upload of the customers /or accounts that will be contacted /attended/or managed from the campaign (especially . This functionality is particularly useful for outbound campaigns)campaigns that involve outgoing/outbound management. To load upload the accounts, you need it is necessary to organize them into in an Excel format file and verify that all the required information is included in the file.
Click on the "Download Template" button if you want wish to load upload the accounts in using a Sagicc template.
. Your browser will automatically download a copy of the template in Excel format, which you can fill in with the information for your accounts or clients.
To upload an account accounts file, click on select the "Import Accounts. A " option by clicking on the corresponding button. Subsequently, a dialog box will open for , allowing you to select and upload choose the desired Excel file and thus load the account fileinformation.
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How to import accounts correctly?
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Access the Configuration section to assign values to the following advanced configuration parameters for the campaign:
Additional Parameters
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Main Management Field: It is the field of the campaign management form that will define the final result of the management or attention. It is used in the platform's dashboards and reports.
Call Distribution Algorithm: It is the algorithm used to distribute incoming calls to the campaign among the different agents assigned to it. Each algorithm has a specific behavior and should be selected according to the characteristics of the campaign and the volume of calls.
Random
First in queue
Last in queue
Round Robin
Lowest Occupation
Agents Performance
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Service Level Time (seconds)
Service Level Target (percentage)
Average Operating Time (seconds)
Number of Managements per Agent
Ticket Assignment Options
With weight
Allow automatic assignment of tickets
Assignment using queue
Allow assignment to another user if the assigned user is not available: In ticket the customer has a specified assigned user and this user is not available when the customer interacts with the company, Sagicc will assign the ticket to the first available user within the campaign.
Allow incoming call to users in management state
Ticket Options
Ticket Combinations: Enables or disables the option of ticket combination in the campaign.
Transcript Sending: Enables or disables the option of sending the transcript of the conversation of the tickets within the campaign.
Transfers between Users: Enables or disables the option of transferring tickets between users of the campaign.
Transfers between Campaigns: Enables or disables the option of transferring the campaign tickets to other campaigns.
Auto-complete Tasks: Enables or disables the option of auto-completing the task form of the campaign tickets with the most recent ticket task data.
View all Tickets: Enables or disables the option that allows agents to view all tickets in the campaign, regardless of the user assigned to them.
Interact with other contact tickets: Enables or disables the option that allows sending interactions to contact data of other customers in the campaign tickets.
Interactions only from assigned channels: Enable or disable the option that allows agents to only send interactions from the channels they have assigned within the campaign configuration.
Close tickets without management: Enables or disables the option to allow closing platform tickets if they do not have at least one management.
Close tickets without customer information: Enables or disables the option to allow closing tickets on the platform if they have incomplete customer information.
Transfer Notification Email: Enable or disable this option if you wish for users to receive or not receive an email notification when a ticket is transferred to them.
Allow information about other campaigns: Enable or disable this option to allow agents to view or not view information about tickets and interactions of a customers that are in other campaigns.
External Ticket View Options
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In this section, you will have complete control over the information that clients can view when they receive a link to the external view of a specific ticket. You can personalize the experience by selecting from the following list the sections of the ticket view that you want to be visible to end users:
Customer Details
Contact Information
Ticket Details
Conversation
Tasks History
Attachments
Verify the selected information and click Save to modify the campaign settings.
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