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Call Distribution Algorithm: This is the algorithm used to distribute incoming calls to the campaign among the assigned agents. Each algorithm has a specific behavior and should be selected based on the campaign’s characteristics and call volume. The available algorithms are:
Random: Distributes calls randomly among available agents, without following a predictable pattern. This can help evenly distribute the workload across all agents.
First in Queue: Assigns the incoming call to the agent who has been available in the queue the longest.
Last in Queue: Assigns the incoming call to the agent who most recently became available, meaning they have spent the least amount of time in the queue.
Round Robin: Assigns incoming calls sequentially to each available agent in the queue, ensuring all agents have equal opportunities to handle calls and evenly distributing the workload.
Least Occupied: Assigns the incoming call to the agent who has received the fewest calls since their last queue entry. This optimizes resource usage and reduces call wait times by assigning calls to the most available agent.
Weighted Distribution: Allows assigning calls based on predefined weights or priorities for agents.
Allow incoming calls for users in management status: This option enables agents to receive calls even if they are currently handling other tasks or statuses.
Call Queues Linked to This Campaign: If agents need to be registered and available to handle calls across multiple campaigns simultaneously, select the desired campaigns in this field.
Chat Assignment
Allow automatic ticket assignmentAutomatic Ticket Assignment: When this option is enabled, tickets generated in the campaign will be automatically assigned using Sagicc's internal distribution algorithm. If automatic distribution is not possible, tickets will remain unassigned and available for manual pick-up by users.
Ticket Distribution Algorithm: This is the algorithm used to distribute tickets from chat channels among the agents assigned to a campaign. Each algorithm has a specific behavior and should be selected according to the campaign's requirements. The available algorithms are:
Random: Assigns tickets randomly among available agents, without a predefined pattern. Ideal for evenly distributing the workload when there are no prioritization criteria.
Round Robin: Assigns tickets sequentially and equally equitably among the available agents in the campaign, following a cyclical order. This ensures all agents receive a similar continuous cycle. The distribution is based on the order of their last login to the platform, considering only agents in “Available” or “Busy” status, and excluding those who have paused automatic assignment. This approach ensures that each agent receives a balanced number of tickets over time.
Least OccupiedOccupation: Assigns This algorithm assigns tickets to the agent with the lowest least workload at that moment, balancing effort efforts and preventing overload. It considers takes into account factors such as the agent's status (only AVAILABLE “Available” or IN MANAGEMENT “Busy”), the time since the their last status change, and the tickets recently assigned ticketsto them. If multiple agents meet the criteria, the selection is random to ensure fairness. This guarantees ensures efficient distribution , maximizing and maximizes productivity and service quality.
Allow reassignment to another user if the assigned user is unavailable: If the customer has a specific assigned agent who f a customer belongs to a specific user's customer pool and that user is unavailable at the time of the interaction, Sagicc will reassign assign the ticket to the first available user within the campaign to ensure a timely response.
Ticket Options
Main Task Field: This is the field in the campaign's task form that defines the final outcome of the interaction or task. It is used in the platform's dashboards and reports.
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 assigned user or the origin channel of the tickets.
Bulk Ticket Closure by Agents: Enable or disable this option to allow or block agents from performing bulk ticket closures from the ticket list by selecting multiple tickets at once. If the option is disabled, users will have to enter each ticket individually to close it.
Disable Read-Only View for Closed Tickets: Enable or disable this option to turn the read-only view for closed tickets on or off. In this view, some actions and functionalities will be restricted, allowing only information consultation. By default, the read-only view will be disabled, but you can enable it based on your operational needs.
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.
Bulk tickets closure by agents: Enable or disable this option if you want users with the agent role to be able to close their tickets in bulk from the ticket list.
Hide Tickets from Agents in Other Campaigns: Enable or disable the option to hide tickets from agents not assigned to the campaign. When enabled, it restricts access, preventing agents from other campaigns from viewing or interacting with these tickets. This ensures data confidentiality and protects your customers' information.
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