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To access your company's Sagicc instance, please go to the URL provided by the provider, 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" to start your session and begin working.then click "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 to the main modules and tools enabled for your role within the platform. Click on any of the icons or buttons to access the desired module. You can also access the tools from the side menu.
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).
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Stopwatch, Current Campaign, User Profile Menu, and Status Changes
This consists of a stopwatch timer that measures the time the a user remains in a specific status (in management, in e.g., busy, pause, etc.). The stopwatch timer displays the elapsed time, the campaign the user is working on, and the user's their current status (each status has a characteristic color).
By clicking on the stopwatch timer button, a menu will be displayed that allows appear, allowing you to change your status within the platform or change , switch the campaign you are working on, or change the your current workspace (in case 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 provides options to:
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
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Platform users can work on multiple campaigns simultaneously, each with different objectives and 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 with the AGENT role on the platform must 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:
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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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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. |
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