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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.
Channels
Access the Channels section and 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. Click on “Assign Channel” and you will see the list of available channels to assign. Select the required channels to add them to the list, or use the Remove button to remove a specific channel from the list.
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Verify the selected information and click on “Save” to modify the campaign configuration.
Agents
Access the “Agents” section and assign users with the agent role who will be able to manage and attend to each of the channels from the campaign. In the section, click on the “Assign Agent” button to select the agents who will be associated with the campaign. Then, in the table, check and/or uncheck the enabled channels for each of the agents. Verify the selected information and click on “Save” to modify the campaign's configuration.
Supervisors
Access the “Supervisors” section and assign one or more users with supervisor role to the campaign, who will be responsible for the supervision tasks of the campaign (monitoring agents' status, generating reports for the campaign, etc.). Click on “Assign Supervisor” and you will see the list of available supervisors to assign. Select the required users to add them to the list, or use the “Remove” button to remove a specific user from the list.
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Verify the selected information and click on “Save” to modify the campaign configuration.
Accounts
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.
In this section, you will can also be able to view the list list of accounts that have been previously imported and associated with linked to the campaign. The list will include includes basic account information about the account, the customer to whom it belongs, such as the associated client, the user, the creation date on the platform, and available options available to "Disable" or "Delete" one or more specific accounts.
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.
To import an account file, select the "Import Accounts" option by clicking the corresponding button. A dialog box will then open, allowing you to choose the desired Excel file and import the account information.
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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 options to perform the massive account load:
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 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 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.
Redistribute Tickets
Additionally, in this tab you will find an option to redistribute the campaign tickets among users with agent roles assigned to it. This action should be performed when a loaded account file is modified and reloaded onto the platform, when you make changes or movements between users assigned to the campaign, or simply when you want to redistribute tickets.
To perform ticket redistribution, you can select from the following options:
Redistribute tickets by status: You can redistribute only pending tickets (all except closed tickets), only new tickets, or only open tickets.
Redistribute among agents: You can redistribute randomly among all agents assigned to the campaign (the Sagicc distribution algorithm will be applied), or you can select one or more agents to distribute among them, and you can redistribute randomly among all agents who are not disconnected from the platform.
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The Sagicc distribution algorithm is responsible for maintaining an equitable and effective distribution of tickets that enter the campaign, aiming to maximize productivity and the quality of service offered. To achieve this, several criteria are considered, such as the agents assigned to the campaign, the contact channel that generates the ticket, the agent's status at the time of distribution (only users in AVAILABLE or IN PROGRESS status are considered, excluding those in STANDBY or PAUSE status), the time elapsed since their last status change, and the previous workload in terms of assigned tickets in the last hours. In situations where multiple users meet the criteria for assignment, a random selection is made to ensure impartiality in the assignment process. |
Verify the selected information and click on “Redistribute”.
Synchronize Fields
Finally, the “Sync Fields” option will allow you to take all the additional fields or information from the accounts loaded in the campaign and synchronize them with the platform so that these fields are available in the Segmentation or Mass Messaging processes of Sagicc. This way, you can use additional fields to apply filters on the campaign accounts and perform specific actions on a segment or subset of customers/accounts.
Script
Access the “Script” section to configure the script that campaign agents must follow to manage tickets and that will help them in the customer service process. To write the script, use the editor that will allow you to give styles to the text for better reading and understanding. In addition, you can add variables to the script so that Sagicc automatically adds information related to the ticket, the customer, the agent or the account.
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Verify the entered information and click on “Save” to modify the campaign settings.
Configuration
Access the “Configuration” section to assign values to the following advanced configuration parameters for the campaign:
Additional Parameters
Main Management Field: It is the field of the campaign management form that will define the final result of the management or attention. It is used in the platform's dashboards and reports.
Call Distribution Algorithm: It is the algorithm used to distribute incoming calls to the campaign among the different agents assigned to it. Each algorithm has a specific behavior and should be selected according to the characteristics of the campaign and the volume of calls. The available algorithms are:
Random: This call distribution algorithm randomly selects an agent to handle the new incoming call, meaning there is no predictable pattern in agent selection, which can evenly distribute the workload among all available agents.
First in Queue: This call distribution algorithm assigns the new incoming call to the agent who has been available in the agent queue for the longest time.
Last in Queue: This call distribution algorithm assigns the new incoming call to the agent who has become available most recently, meaning they have spent the least amount of time in the agent queue.
Round Robin: This call distribution algorithm sequentially assigns new incoming calls to each available agent in the agent queue, ensuring that all agents have the opportunity to handle calls fairly and evenly distributing the workload among them.
Lowest Occupation: This call distribution algorithm assigns the new incoming call to the agent who has received the fewest number of calls since their last entry into the queue. This optimizes resource usage and minimizes call waiting time by assigning calls to the most available agent.
Agents Performance
Service Level Time (seconds): Refers to the maximum allowed time for an agent to handle a ticket before it is considered a violation of the service level agreement.
Service Level Target (percentage): Refers to the percentage of tickets expected to be handled within the established service level time.
Average Operating Time (seconds): Represents the average amount of time an agent spends on operational or ticket management activities during a specific period.
Number of Tasks per Agent: Indicates the number of tickets an agent is expected to handle within a certain period of time.
Ticket Assignment Options
With weight
Allow automatic assignment of tickets: By enabling this option, cases generated in the campaign will be automatically assigned according to Sagicc's internal distribution algorithm. In situations where automatic distribution is not possible, cases will remain unassigned and will be available for a user to manually take them.
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The Sagicc distribution algorithm is responsible for maintaining an equitable and effective distribution of tickets that enter the campaign, aiming to maximize productivity and the quality of service offered. To achieve this, several criteria are considered, such as the agents assigned to the campaign, the contact channel that generates the ticket, the agent's status at the time of distribution (only users in AVAILABLE or IN PROGRESS status are considered, excluding those in STANDBY or PAUSE status), the time elapsed since their last status change, and the previous workload in terms of assigned tickets in the last hours. In situations where multiple users meet the criteria for assignment, a random selection is made to ensure impartiality in the assignment process. |
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
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
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.
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.
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If you need to identify a set of accounts imported to the campaign within a specific date range, use the date filter to select the desired range. Keep in mind that accounts with the same user and creation date were likely imported together from the same account file. |
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 button located at the top of the "Accounts" section. A dialog box will then open, allowing you to select and upload the Excel file 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 import:
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.
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.
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.
Redistribute Tickets
Additionally, in this tab you will find an option to redistribute the campaign tickets among users with agent roles assigned to it. This action should be performed when a loaded account file is modified and reloaded onto the platform, when you make changes or movements between users assigned to the campaign, or simply when you want to redistribute tickets.
To perform ticket redistribution, you can select from the following options:
Redistribute tickets by status: You can redistribute only pending tickets (all except closed tickets), only new tickets, or only open tickets.
Redistribute among agents: You can redistribute randomly among all agents assigned to the campaign (the Sagicc distribution algorithm will be applied), or you can select one or more agents to distribute among them, and you can redistribute randomly among all agents who are not disconnected from the platform.
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The Sagicc distribution algorithm is responsible for maintaining an equitable and effective distribution of tickets that enter the campaign, aiming to maximize productivity and the quality of service offered. To achieve this, several criteria are considered, such as the agents assigned to the campaign, the contact channel that generates the ticket, the agent's status at the time of distribution (only users in AVAILABLE or IN PROGRESS status are considered, excluding those in STANDBY or PAUSE status), the time elapsed since their last status change, and the previous workload in terms of assigned tickets in the last hours. In situations where multiple users meet the criteria for assignment, a random selection is made to ensure impartiality in the assignment process. |
Verify the selected information and click on “Redistribute”.
Synchronize Fields
Finally, the “Sync Fields” option will allow you to take all the additional fields or information from the accounts loaded in the campaign and synchronize them with the platform so that these fields are available in the Segmentation or Mass Messaging processes of Sagicc. This way, you can use additional fields to apply filters on the campaign accounts and perform specific actions on a segment or subset of customers/accounts.
Script
Access the “Script” section to configure the script that campaign agents must follow to manage tickets and that will help them in the customer service process. To write the script, use the editor that will allow you to give styles to the text for better reading and understanding. In addition, you can add variables to the script so that Sagicc automatically adds information related to the ticket, the customer, the agent or the account.
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Verify the entered information and click on “Save” to modify the campaign settings.
Configuration
Access the “Configuration” section to assign values to the following advanced configuration parameters for the campaign:
Ticket Assignment Options
Call Assignment
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 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 among available agents, following a cyclical order. This ensures all agents receive a similar number of tickets over time.
Least Occupied: Assigns tickets to the agent with the lowest workload at that moment, balancing effort and preventing overload. It considers factors such as the agent's status (only AVAILABLE or IN MANAGEMENT), time since the last status change, and recently assigned tickets. If multiple agents meet the criteria, selection is random to ensure fairness. This guarantees efficient distribution, maximizing productivity and service quality.
Allow reassignment to another user if the assigned user is unavailable: If the customer has a specific assigned agent who is unavailable at the time of interaction, Sagicc will reassign the ticket to the first available user within the campaign.
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.
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.
Agents Performance
Service Level Time (seconds): Refers to the maximum allowed time for an agent to handle a ticket before it is considered a violation of the service level agreement.
Service Level Target (percentage): Refers to the percentage of tickets expected to be handled within the established service level time.
Average Operating Time (seconds): Represents the average amount of time an agent spends on operational or ticket management activities during a specific period.
Number of Tasks per Agent: Indicates the number of tickets an agent is expected to handle within a certain period of time.
External Ticket View Options
In this section, you will have complete control over the information that clients can view when they receive a link to the external view of a specific ticket. You can personalize the experience by selecting from the following list the sections of the ticket view that you want to be visible to end users:
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Verify the selected information and clickon “Save” to modify the campaign settings.
Custom Tabs
Access the “Tabs” section to add one or more additional tabs to the view of the campaign tickets. Click on “Add” and enter the following information for the new tab:
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