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Sagicc allows access to the Business Profile module through the side menu by selecting the "Parametrization" option and then clicking on the "Business Profile" button.
The Business Profile is divided into 4 basic sections:
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Idle time on the platform is determined by the time elapsed since the last state change of an agent. If an agent remains in the same state during the set idle period, they are considered idle on the platform. |
Make the required changes in this section and click on the “Save” buttonto apply them.
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Default Language: This is the default language in which the platform will be displayed to users. If a user decides to change the language in the top navigation bar, this change will only be visible to that user.
Time Zone: This is the time zone of the country where the business is located. This setting will allow the platform to capture and display date records correctly.
Number Format: This is the format that will be used to display phone numbers in the platform.
Date Format: This is the format that will be used to display dates in the platform.
Allow creation of customers without a document: Select “Yes” if you need the platform to allow creating customers without requiring an ID type or number. In this case, the only mandatory fields will be “First Name” and “Last Name.” If “No” is selected, entering the ID type and number will be required to create a customer.
Default Cuntry Code: Select the country code that will be used as the default country code when adding new contact information in the instance. If you choose one, it will be automatically loaded when entering a new contact detail of type “Mobile” or “Phone” for a customer.
Contact Hours Configuration: Specify in this section the hours or periods during which your company can communicate with customers (find more detailed information below).
Make the required changes in this section and click on the “Save” buttonto apply them.
Contact Hours Configuration
Custom Contact Hours
In this section, you can specify the hours or periods during which your company can communicate with customers in an outbound manner. The main objective of this process is to protect consumers' right to privacy by establishing clear rules about when your company can contact them.
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Within the contact schedule configuration, you will find the following:
Enable Custom Contact SchedulesHours
Send bulk messages ONLY within custom contact schedules: Activate this option if you want Sagicc to send bulk messages only within the established contact hours. When the system detects that it is outside of these hours, the sending of bulk messages will stop and resume once it is back within the contact hours.
Send mass messages ONLY within custom contact schedules: Activate this option if you want Sagicc to make calls through the auto-dialer only within the established contact hours. When the system detects that it is outside of these hours, the generation of calls by the dialer will pause and resume once it is back within the contact hours.
Custom Contact SchedulesHours: Customize the service hours for each day of the week. You can set up to two (2) time blocks for each day. Days without a specified contact schedule will be considered as days with no contact restrictions.
Additionally, when contact schedules are enabled for the company, users will see a visual alert in the case view indicating that they are outside of the contact hours. This alert will inform users that it is not advisable to contact the customer at that time, as they would be violating the established schedules. Although Sagicc does not block contact, it is at the agent's discretion to decide whether to contact the customer despite the alert.
Non-Working Days
In this section, you can define the days or periods when your business will not provide service to the public or customers, whether due to internal or external reasons. These days may include collective vacations, public holidays, or local/national festivities, among others. During non-working days, customers will still be able to contact your company, but the platform will automatically send the availability message configured for each channel, informing them that there is no active service at that moment.
Within the business hours settings, you will find the following options:
Enable Non-Working Days
Non-Working Days Configuration: From here, you can add or remove dates based on your operational needs. To register a new non-working day, you must enter a name or reason (e.g., “Christmas,” “Internal Maintenance”), a start date, and an end date (which can be the same if it’s a single day). This allows you to define both specific days and complete date ranges during which service will not be provided.
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