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Access the Configuration section to assign values to the following advanced configuration parameters for the campaign:
Additional Parameters
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. The available algorithms are:
Random: This call distribution algorithm randomly selects an agent to handle the new incoming call, meaning there is no predictable pattern in agent selection, which can evenly distribute the workload among all available agents.
First in Queue: This call distribution algorithm assigns the new incoming call to the agent who has been available in the agent queue for the longest time.
Last in Queue: This call distribution algorithm assigns the new incoming call to the agent who has become available most recently, meaning they have spent the least amount of time in the agent queue.
Round Robin: This call distribution algorithm sequentially assigns new incoming calls to each available agent in the agent queue, ensuring that all agents have the opportunity to handle calls fairly and evenly distributing the workload among them.
Lowest Occupation: This call distribution algorithm assigns the new incoming call to the agent who has received the fewest number of calls since their last entry into the queue. This optimizes resource usage and minimizes call waiting time by assigning calls to the most available agent.
Agents Performance
Service Level Time (seconds): Refers to the maximum allowed time for an agent to handle a case before it is considered a violation of the service level agreement.
Service Level Target (percentage): Refers to the percentage of cases expected to be handled within the established service level time.
Average Operating Time (seconds): Represents the average amount of time an agent spends on operational or case management activities during a specific period.
Number of Managements Tasks per Agent: Indicates the number of cases an agent is expected to handle within a certain period of time.
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 statestatus
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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