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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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Info

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.

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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.

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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.

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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.

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Next, each option in the top options bar is described (from left to right).

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Once you've selected the destination roles and/or campaigns, compose the message and send it to the corresponding users. All users will receive a notification indicating that they have received a new message.

Notifications for new interactions and pending tickets list

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Pending Tickets List

On the right side of the top navigation bar, you'll find a notifications icon indicating the number of tickets with new interactions or pending tickets management on the platform. By clicking on the bell icon, you can view a more complete list showing information on the pending tickets to be attended to . This list allows you to quickly and efficiently access information about tickets that require priority attention and learn details such as the ticket status, SLA compliance, customer, assigned user, and other relevant data.

Info

For users with the agent role, the tickets shown in the Pending Tickets list will be automatically filtered by default. This means they will only see tickets assigned to them, unassigned tickets, and tickets generated in any channel configured for the campaign. If you want to change this behavior, enable the “View All Tickets” parameter in the Campaign Configuration.

Clicking the icon will display a list divided into two tabs:

  • Pending Tickets: Here you can view information about tickets that need to be addressed and their most recent interactions.

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  • This list shows notifications of tickets with unread pending interactions or tickets that have not yet been managed or closed.

  • Scheduled Managements: In this tab, you will find a list of tickets with scheduled management tasks on the platform. You can see if the task is pending within a certain time frame or if it is overdue and has not yet been managed.

For both lists, click on each item to access and manage the corresponding ticket.

If you need to search for specific tickets or customers, type your query in the “Search” field. If you need to filter or reorganize the list of pending tickets, click on the “Filter” icon (top right corner) and use one of the available filters, described below:

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If you need to search for specific tickets or customers, type your query in the search “Search” field. If you need to filter or rearrange reorganize the list of pending tickets, click on the Filter “Filter” icon (top right corner) and use one of the available filters, described below.:

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Filter

Options

Description

Notifications

Unread tickets

You can choose this option to view the number of unread tickets with interactions in the notifications bell.

Pending Tickets

You can choose this option to view the number of tickets that are not closed in the notifications bell.

Filter Tickets

Assigned to me or Unassigned

You can choose this option to view pending tickets that have been assigned to you or are unassigned in the pending tickets list and in the notifications bell.

All Tickets

You can choose this option to view all pending tickets in the pending tickets list and in the notifications bell, regardless of the assigned user.

Organize Tickets

Highest to Lowest Priority

You can choose this option to organize the tickets in the list in descending order according to the priority (high, medium, or low) of each ticket. Tickets with high priority will be the first to be displayed in the list.

Lowest to Highest Priority

You can choose this option to organize the tickets in the list in ascending order according to the priority (high, medium, or low) of each ticket. Tickets with low priority will be the first to be displayed in the list.

Oldest to Most Recent Ticket

You can choose this option to organize the tickets in the list in ascending order according to the creation date of the ticket. The oldest tickets will be the first to be displayed in the list.

Most Recent to Oldest Ticket

You can choose this option to organize the tickets in the list in descending order according to the creation date of the ticket. The most recent tickets will be the first to be displayed in the list.

Oldest to Most Recent Interaction

You can choose this option to organize the tickets in the list in ascending order according to the date of the last received interaction (call, message, etc.) in the ticket. Tickets with oldest interactions will be the first to be displayed in the list.

Most Recent to Oldest Interaction

You can choose this option to organize the tickets in the list in descending order according to the date of the last received interaction (call, message, etc.) in the ticket. Tickets with most recent interactions will be the first to be displayed in the list.

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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.

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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.

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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

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

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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