Sagicc has features a User Supervision module that enables Monitoring Module designed for users with “administrator” or “supervisor” "Administrator" or "Supervisor" roles to perform monitoring and supervision tasks on users with the “agent” role on the platform monitor and oversee "Agent" users in real-time. This module features includes a dynamic, real-time updating dashboard that displays provides detailed information for all users in the selected campaign (on all active agents within a specific campaign or across all campaigns). For each user, the dashboard provides key data such as their current status, the time spent in that status, average times in other statuses, and more, enabling more efficient management and supervision of agent performance.
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Note that only Only users with the SUPERVISOR or ADMINISTRATOR role "Supervisor" or "Administrator" roles can perform monitoring and supervision tasks in the User Supervision within this module. |
You can access the User Supervision module through the sidebarthe side menu by selecting "Tools" and then clicking "Users" under the "Monitoring" submenu.
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Sagicc will take you to the module, where you will see can access the general supervision dashboard. This dashboard , with displays all the agents working on active in the selected campaign. The dashboard shows important information about users, average times, and assigns specific colors to each of the agent statuses, for better identification and analysis, providing key information such as each user's name, extension, current status, time spent in that status, and other relevant indicators. Additionally, each agent's status is represented by a specific color, making it easier to identify and analyze.
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At the top of the dashboard, you will you’ll find the following filters that you can applyseveral filters and tools:
Search:Type the name of Enter a specific user agent’s name to see view their status boxcard directly.
All campaignsCampaigns: Check this box if you want to see all monitor agents from across all campaigns on the dashboard. By default, Sagicc will only show agents working in the selected campaign are shown.
Change View: There are 3 Choose from three dashboard views that will allow you to have a more complete view of the status of the agents' operationto adjust the display:
Full view View (default)
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Icons only
Filter by State: Filter the users displayed on the dashboard by one or more specific statuses: disconnected, enlistment, waiting, pauses, management.
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: Shows detailed information for each user.
No Details: Hides user details for a simplified display.
Icons Only: Displays only status icons for a quicker overview.
Filter: Select one or more statuses to limit the visible users to those in the chosen states. You can also sort users by name or status.
In the supervision dashboard, each user is represented by a card that includes displays all their information.
At the top of the card, you can see the useruser's name, their assigned assigned extension, their profile picture, and an indicator of the platform they are logged into (web or app). Additionally, you can see the color associated with corresponding to the user's current status. Next, you can see the time the user has been in the current state, and the name of the state is shown, along with the time spent in that status and the status name.
In the middle of the card, other important user data and times are displayed:
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The current campaign the user is working on.
The last login of the day or current session.
The last logout of the day or current session.
Time connected, meaning in a state other than disconnected, during the day or current session.
Time on pause during the day or current session, detailing the different reasons for pauses throughout the session.
The platform or device the user is logged into (web or app).
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Finally, at the bottom, the following actions and/or operations can be performed on the user:
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