Sagicc has a User Supervision module , where that enables users with the Supervisor role can “administrator” or “supervisor” roles to perform monitoring and supervision tasks on the agents within users with the “agent” role on the platform. Within the This module , a dashboard is displayed that updates in features a real-time and includes updating dashboard that displays detailed information for all users of in the selected campaign (or across all campaigns), relating important information for . For each user, the dashboard provides key data such as their current status, the time they have been in the current spent in that status, average times in other statuses, etcand more.
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Note that only users with the SUPERVISOR or ADMINISTRATOR role can perform monitoring and supervision tasks in the User Supervision module. |
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In the middle, other important user data and times are displayed:
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The current campaign the user is working on.
The last login of the day or current session.
The last logout of the day or current session.
Time connected, meaning in a state other than disconnected, during the day or current session.
Time on pause during the day or 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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