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Please note that, by default, only users with ADMINISTRATOR “administrator” role can access the Campaign Configuration. |
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Channels: Assign one or more channels (previously configured in Sagicc), incoming or outgoing, to the campaign so that the interactions and tickets created from these channels are grouped in the same campaign.
Agents: After assigning the channels, assign the users with agent role who can handle and attend each of the channels from the campaign.
Supervisors: Assign one or more supervisor users for the campaign. They can perform monitoring, supervision, and reporting tasks on the agent users who will work on the campaign.
Accounts: Perform bulk loading import of the customers or accounts that will be contacted/attended/managed from the campaign (especially useful for outbound campaigns).
Script: Define a script that helps agents in the process of attending to customers.
Advanced Configuration: Assign values to various advanced configuration parameters for the campaign.
Tabs: Add one or more additional tabs to the tickets that are within the campaign. These tabs can contain useful information for attention or can be viewed for integration with other software or platforms.
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Access the "Accounts" section to perform the bulk massive import of accounts and customers that will be contacted and/or managed from the campaign. This functionality is especially useful for campaigns requiring outbound management. To import the accounts, you need to organize them in an Excel file and ensure that all the information required for the import is present in the file.
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Click on the "Download Template" button if you wish to import the accounts using a Sagicc template. Your browser will automatically download a copy of the template in Excel format, which you can fill in with the information for your accounts or clients.
Import Accounts
To import an account file into the campaign, select the "Import Accounts" option by clicking the corresponding buttonbutton located at the top of the "Accounts" section. A dialog box will then open, allowing you to choose select and upload the desired Excel file and import containing the account information to be imported. Be sure to follow the recommendations provided by Sagicc to import the accounts correctly.
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How to import accounts correctly?
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Once the file is selected, Sagicc will validate and process it. If any errors are found in the file or any data is missing, Sagicc will show you the errors found. If the file is valid and processed correctly, you will see the following additional options to perform the massive account loadimport:
Template Type: Select Create using Sagicc template if the file you uploaded corresponds to an account template in Sagicc format. Select Create using a custom template if the file you uploaded has another format and you need to map columns between the file columns and the customer information in Sagicc.
Column Mapping: When selecting "Create using a custom template" in Template Type, Sagicc will display on the left each of the data fields required by Sagicc, and on the right, you will see the columns contained in the uploaded file to select their equivalent Sagicc data. For example, if the account file has the ID column, you can map it to the Sagicc Document Number field. Or if the account file has the Birthday column, you can map it to the Sagicc Birthdate field.
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Create Tickets: Select this option if you want Sagicc to generate a ticket for each of the records in the account file. This functionality is useful for outbound campaigns.
Ticket Tickets Priority: Select the priority of the tickets to create. By default, tickets created from the file will have Low priority, but you can modify this priority at the time of the load. High priority tickets will be the first ones that agents will see in the Pending Tickets list.
Close Open Tickets: Select Customer Labels: Select "Replace all existing customer labels" if you want to remove all current labels and replace them with the ones specified in the file. If you prefer to keep the existing labels and add the ones specified in the file, select "Add to existing customer labels".
Close Open Tickets: Select this option if you want Sagicc to close the current tickets of the campaign to only work on the tickets being created from the file.
Save Assigned User: Select this option if you are entering information in the "Assigned User" column of the account file and want to save the assigned user for each customer/account in the file. This way, the tickets created in the account load will be assigned to the specified users, and also, Sagicc will use this account assignment for future tickets of the customer.
Overwrite Data: When importing an account template, Sagicc will detect duplicate records, meaning records that already exist in Sagicc at the time of the upload. Select this option if you want Sagicc to replace the information of the duplicate records with the information from the file. If you do not activate this option, the duplicate records will not be modified.
Delete Other Customer Accounts: Select this option if you need Sagicc to delete all other accounts that the customer has and keep only the accounts being imported from the file. This option allows you to maintain the integrity and cleanliness of your customer database by removing accounts that no longer exist or are invalid, and keeping only the accounts from the file being uploaded.
Click on “Import” to finish the process. Once finished, the dialog box will close, you will see the imported accounts in the list, and the tickets will have been created in the campaign.
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Access the “Configuration” section to assign values to the following advanced configuration parameters for the campaign:
Additional Parameters
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Assignment using queue
Allow assignment to another user if the assigned user is not available: In ticket the customer has a specified assigned user and this user is not available when the customer interacts with the company, Sagicc will assign the ticket to the first available user within the campaign.
Allow incoming call to users in management status
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Call Queues linked to this Campaign: If you require agents to be registered and available to receive calls in multiple campaigns simultaneously, select the desired campaigns in this field.
Ticket Options
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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 All Tickets: Enables or disables the option that allows agents to view all tickets in the campaign, regardless of the user assigned to themassigned user or the origin channel of the tickets.
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.
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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.
External Ticket View Options
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