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Accessing the platform
To access your company's Sagicc instance, please go to the URL provided specified by the provider Sagicc, for example: https://mycompany.sagicc.co. Upon accessing the URL, you will be redirected to the Sagicc login page. To log in, you'll need to use the credentials provided to you either by the provider or by the platform administrator within your company. Enter your email and password, then click on "Continue" “Continue” to start your session and begin working.then click "Continue" “Continue” to log in to the platform and start working.
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In case multi-factor authentication (MFA) is enabled for your specific user or for all users on the instance, you will need to enter a verification code that Sagicc will send to your registered email. Upon successfully entering the code, the login process will be completed and you can start working. |
If you have forgotten your password for logging in to the platform, click on "Forgot Password?" Sagicc will send an email to the address you use for logging in, with instructions on how to reset your password.
Home Screen
After logging in, Sagicc will take you to the home screen, where you will see quick access find shortcuts to the main modules and tools enabled for available based on your role within in the platform. Click You can click on any of the icons or buttons to access enter the desired module . You can also access the you need. Additionally, you will have the option to access all the platform's tools from the side menu.
If you, as a user, are associated with more than one workspace, when logging into Sagicc, you will see a screen to select the workspace you want to enter. To proceed, simply click on the workspace of your choice. 
At any time, you can return to the workspace selection view to switch to another one. It is important to note that you can only work in one workspace at a time.
Top Navigation Bar
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The top navigation bar (located at the top of the screen) contains useful options and tools for the user during their work on the platform. This bar will be visible at all times to ensure that the user has all the options at their disposal.
Next, each option in the top options bar is described (from left to right).
Full Screen
Click on the "Full Screen" button to switch Sagicc to full-screen mode. This allows you to maximize your screen space and minimize distractions in your web browser.
Help
Click on the "View Helpa distraction-free view, maximizing the use of your screen and optimizing your experience in Sagicc.
Show Guide
Select the "Show Guide" button to access the interactive Sagicc help tour, which covers tour. This resource will guide you through the main functionalities according , tailored to your role within the platform.tform.
Sagicc News
Click on the "Sagicc News" button to stay informed about up to date with the latest news, updates, and announcements from Sagicc. Additionally, through features of the platform. From this section, you can submit also share your improvement ideas for the platform. Sagicc News is also available at the following Sagicc. You can also access it directly via the link: https://news.sagicc.co/
Change Language
Click on Use the "Change Language" button to switch toggle between the language available languages in which the Sagicc interface is displayed. Available languages include : Spanish and English, according to your preference.
Search
The In the top options bar also includes , you will find a general search bar , designed to help you quickly and efficiently find specific tickets and customers within the platform. Simply enter your query into in the search barfield, and Sagicc will search for matches on the platform. Once you've entered your query, Sagicc will display the search results, allowing you to easily display the relevant matches. From the results, you can directly access the detailed view of a ticket or the profile of a customer’s profile customer by clicking on the specific desired result that interests you.
Add Ticket
Click on the "Add Ticket" button , and Sagicc will take you to access the Add Ticket form , which you can fill out that allows you to manually add register a new ticket to in the platform. This is a quick option to record a ticket when it doesn't come through any of function is useful for documenting tickets that do not come through the configured channels in the platform or when the client has a face-to-face communication with the business, such as in-person interactions with customers.
Add Customer
Click on the "Add Customer" button , and Sagicc will take you to access the Add Customer form , where you can enter the information of add a new customer into to the platform , including and specify their basic datadetails, contact information, and account detailsinformation.
Internal Chat
Click on the "Internal Chat" button to open the platform's internal chat, which allows you to send and receive internal messages to other users of the platformwhere you can interact with other users, send text messages, and/or share files. Initially, you 'll will see a list of all users you can communicate with. Click on the user you needwant to chat with, and a conversation window will open, displaying previously sent or received messages. Write your message or select an attachment and send it. The user recipient will receive an alert a notification directly in Sagicc and can respond to your message immediately.
At the top of the internal chat window, you will see find a button that allows you to access a search bar. Use this function feature to find look for a specific user. Enter the name of the recipient to whom you want to send a message, and once you find them, select them to send recipient's name, select their profile, and send them your message.
If you want to send a message through the internal chat to multiple users of a specific role (broadcast), click on the "Broadcast" button located at the top right of the internal chat window. If you're an "administratorAdministrator" user, you can select the role of the users you want to send the message to. If you're a "supervisorSupervisor" user, you can decide whether to send the message to all agents of your assigned campaigns or to the agents of a specific campaign.
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On the right side of the top navigation bar, you'll find a notifications icon indicating the number of tickets with new interactions or pending management on the platform. This list allows you to quickly and efficiently access information about tickets that require priority attention and learn details such as the ticket status, SLA compliance, customer, assigned user, and other relevant data.
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For users with the agent “Agent” role, the tickets shown in the Pending Tickets list will be automatically filtered by default. This means they will only see tickets assigned to them, unassigned tickets, and tickets generated in any channel configured for the campaign. If you want to change this behavior, enable the “View All Tickets” parameter in the Campaign Configuration. |
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If you need to search for specific tickets or customers, type your query in the “Search” field. If you need to filter or reorganize the list of pending tickets, click on the “Filter” icon (top right corner) and use one of the available filters, described below:
If you need to search for specific tickets or customers, type your query in the “Search” field. If you need to filter or reorganize the list of pending tickets, click on the “Filter” icon (top right corner) and use one of the available filters, described below:
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Filter | Options | Description |
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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 (critital, 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 (critital, 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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Stopwatch, Current Campaign, User Profile Menu, and Status Changes
This consists of a stopwatch that measures the time the user remains In the final section of the top options bar, you will find a set of tools grouped in a button that includes a stopwatch. This stopwatch tracks the time you have spent in a specific status on the platform (such as in management , in pause, etc.or on pause). The stopwatch It also displays the elapsed time, the campaign the user is active campaign you are working on , and the user's your current status (each status has a characteristic color). By clicking , identified with a distinctive color for easy recognition.
Clicking the stopwatch button , will open a menu will be displayed that allows you to change your status within the platform or change the campaign you are working on, or change the current workspace (in case with options to manage your activity on the platform. From this menu, you can change your current status, select a different campaign to work on, or modify the active workspace (if you have more than one workspace assigned). Additionally, on this menu you will find options to access the user's profile, enable/disable the softphone, and log other useful tools and settings, such as:
Access the User Profile.
Enable/disable the embedded softphone for the user.
Enable/disable automatic ticket assignment for the user.
Log out of the platform.
Campaign Change
Platform users can work on multiple campaigns simultaneously, each with different objectives and configured channels. Click on "Change Current Campaign" to select the campaign you want to work on. By doing so, the information displayed on the screen (list of cases, dashboard information) will correspond to the selected campaign.
User Status
Users As a user with the AGENT "Agent" role on the platform, you must select one of the available statuses to indicate that you are ready to receive tickets and interact with customers. Additionally, this allows supervisors and administrators to know the type of task they you are performing at a specific time: for example, given moment, such as attending a call, having lunch, or participating in training, etc. The following Below are the user statuses managed on the platform:
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STATUS | COLOR | DESCRIPTION |
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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 change status option is only available for users with the AGENT “Agent” role. For users with the ADMINISTRATOR “Administrator” and SUPERVISOR “Supervisor” roles, the same state rules and supervision do not apply. |
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Platform users with the role of agent “Agent” have access to a series of key combinations (keyboard shortcuts) that provide a quick and efficient way to change states in the platform.
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SHORTCUT | ESTADO DESTINO | DESCRIPTION |
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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 User Manual by clicking herethe following link: Sagicc - User Guide. This resource provides all the necessary information to familiarize yourself with the operation of how Sagicc works and make the most of its features.
Sagicc Academy: Click here the following link to enter Sagicc Academy, our e-learning platform where you will find a range of Customer Experience learning programs.: Sagicc Academy
Sagicc Helpdesk: Access the self-help Helpdeskdesk by clicking herethe following link: Sagicc Helpdesk. Here, you will find relevant information and interactive videos addressing frequently asked questions, allowing you to quickly resolve common and routine queriesrecurring doubts.
Contact Support: If you need personalized assistance, click here to you can send an email to our support team detailing the issue or problem you are experiencing. Our Help Desk team will be ready happy to assist help you with resolve any questions or issues difficulties you may have with the platform.
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