Comparación de páginas

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• Column: Name of the field or property that will be evaluated.

• Operator: It is the comparator with which the Column will be evaluated.

• Value: It is the value with which the selected Column value will be compared.

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Available properties for COLUMN

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ENTITY	PROPERTIES
Ticket	Ticket Ticket Type Description Status Priority Next Management Type of Origin Channel Creation Date Update Date Last Interaction Address Rating
Customer	Document Type Document Number First Last Name Second Last Name First Name Second Name Date of Birth Gender
Timers	Hours since created Hours since opened Hours since transferred Hours since escalated Hours since closed Hours since last agent interaction Hours since last customer interaction Hours since last task Day Time Day of the Week
Survey	Response Date Hours since link creation Link Creation Date Link Update Date Creation Date Update Date
SLA	Metric Compliance
Task	Observations Next Management Date Campaign form fields

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In the third and final section, you can select the action or actions you want to be executed if the conditions of the Business Rule are met. Depending on the selected action, Sagicc will ask you for additional information necessary for the execution of the action.

 

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Available actions

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• Send notification by email to the agent: Notifies the agent assigned to the ticket through a template sent by email to the login email.

• Send notification by email to the campaign supervisor: Notifies the supervisor(s) assigned to the campaign where the ticket is located through a template sent by email to the login email.

• Send notification by email to the customer: Notifies the customer of the ticket through a template sent by email to the email through which the customer communicated or, failing that, to all registered emails.

• Change ticket status: Updates the ticket status to one of the available statuses (NEW, OPEN, ESCALATED, TRANSFERRED, and CLOSED).

• Change ticket priority: Updates the ticket priority to one of the available priorities (LOW, MEDIUM, and HIGH).

• Trigger Webhook: Makes an HTTP request to the specified URL or endpoint. It can send a default frame with all the information associated with the ticket affected by the rule or send a customized HEADER and BODY.

• Reassign/Transfer ticket: Changes the user assigned to the ticket to the indicated user.

• Move ticket to campaign: Changes the ticket to an indicated campaign.

• Send notification by email (external): Sends a previously selected template to an indicated external email.

• Send message by channel: Sends an interaction by the indicated channel to the valid contact data that the customer has or to the valid contact data through which they communicated.

• Distribute ticket among campaign agents: Assigns the ticket to one of the agents who are available in the ticket's campaign.

• Send survey: Sends a survey URL to the customer to rate the service received during the ticket management.

• Create task: Adds a task to the ticket with the indicated observation.

• Assign a label to the customer: Assigns one or more labels, previously configured in the platform, to the customer related to the ticket.

• Assign/Transfer ticket to a bot: Assigns or transfers a ticket from a user to a specific bot, so that it can continue with the assistance.

• Assign to Customer Pool: Assign the customer associated with the case to the customer pool of a specific user, for a specific campaign. The customer will have the selected user as their Assigned User.

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