Sagicc has features a User Supervision module, where Monitoring Module designed for users with the Supervisor role can perform monitoring and supervision tasks on the agents within the platform. Within the module, a dashboard is displayed that updates in real-time and includes all users of the selected campaign (or all campaigns), relating important information for each user such as their current status, the time they have been in the current status, average times in other statuses, etc.Info
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Only users with "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.
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, 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)
No Information
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 nameand , assigned extensionare displayed. In addition, profile picture, and an indicator of the platform they are logged into (web or app). Additionally, the color associated with corresponding to the user's current status is displayed. Thenshown, along with the time the user has been in the current status is displayed, along with the name of the statusspent 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.
Last The last login of the current day or shiftLast logout of the current day or shiftcurrent session.
The last logout of the day or current session.
Time connected, that is, meaning in a status state other than disconnected, during the current day or shiftcurrent session.
Time on pause during the current day or shift
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current session, detailing the different reasons for pauses throughout the session.
The platform or device the user is logged into (web or app).
Finally, at the bottom, the following actions and/or operations can be performed on the user:
Go to CaseTicket: If the user is in BUSY status, this button allows you to go to the specific ticket that the user is managing. In this way, the conversation between the user and the customer or the management process can be monitored.
Open chat with the user: Allows you to open a direct and private conversation with the user through Sagicc's internal chat.
Intervention: Allows access to the following call monitoring functionalities of the platform, useful in the processes of agent supervision and quality control of the service:
Listen: Allows you to listen to the call between an agent and a customer. The supervisor will be able to listen to both sides of the conversation, but the agent and the customer will not be able to listen to the supervisor.
Whisper: Allows you to listen to the call between an agent and a customer and intervene in a whisper. The supervisor will be able to listen to both sides of the conversation, and the agent will be able to listen to the supervisor, but the customer will not be able to do so.
Intervene: Allows you to listen to the call between an agent and a customer and intervene with all parties to the conversation. The supervisor, agent, and customer will be able to hear each other.
Force State Change: Allows you to force a user's status change within the platform when it is noticed that the user has been in a specific status for too long. By forcing the change of status of a user, they will see how Sagicc refreshes automatically and changes the status to the one specified by the supervisor.
Forced change of status from BUSY to AVAILABLE: The user will be removed from the ticket they are managing, and their status will change to AVAILABLE to continue managing other tickets.
Forced change of status to DISCONNECTED: The user's session will be closed, and their status will change to DISCONNECTED.
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The logic of the forced status change is the same that applies when a user wants to change their own status within the platform: from IN STANDBY status, you can only force the change of status to AVAILABLE or DISCONNECTED, or from IN PAUSE status, you can only force the change of status to IN STANDBY or DISCONNECTED. |
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Enable/Disable Automatic Assignment: This option allows you to enable or disable the automatic assignment of cases to a user. If automatic assignment is disabled, the user can continue managing the cases already assigned to them on the platform, but they will not receive new cases until automatic assignment is re-enabled.
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