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Sagicc has features a User Supervision module, where Monitoring Module designed for users with the Supervisor role can perform monitoring and supervision tasks on the agents within the platform. Within the module, a dashboard is displayed that updates in real-time and includes all users of the selected campaign (or all campaigns), relating important information for each user such as their current status, the time they have been in the current status, average times in other statuses, etc. InfoNote that only users with the SUPERVISOR or ADMINISTRATOR role "Administrator" or "Supervisor" roles to monitor and oversee "Agent" users in real-time. This module includes a dynamic, real-time dashboard that provides detailed information on all active agents within a specific campaign or across all campaigns, enabling more efficient management and supervision of agent performance.

You can access the User Supervision module through the sidebarside menu by selecting "Tools" and then clicking "Users" under the "Monitoring" submenu.

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Sagicc will take you to the module, where you will see can access the general supervision dashboard. This dashboard , with displays all the agents working on active in the selected campaign. The dashboard shows important information about users, average times, and assigns specific colors to each of the agent statuses, for better identification and analysis, providing key information such as each user's name, extension, current status, time spent in that status, and other relevant indicators. Additionally, each agent's status is represented by a specific color, making it easier to identify and analyze.

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At the top of the dashboard, you will you’ll find the following filters that you can applyseveral filters and tools:

• Search:Type the name of Enter a specific user agent’s name to see view their status boxcard directly.

• All campaignsCampaigns: Check this box if you want to see all monitor agents from across all campaigns on the dashboard. By default, Sagicc will only show agents working in the selected campaign are shown.

• Change View: There are 3 Choose from three dashboard views that will allow you to have a more complete view of the status of the agents' operationto adjust the display:

  • Full view View (default)

  • No Information

  • Icons only

• Filter by State: Filter the users displayed on the dashboard by one or more specific statuses: disconnected, enlistment, waiting, pauses, management.

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• • : Shows detailed information for each user.

  • No Details: Hides user details for a simplified display.

  • Icons Only: Displays only status icons for a quicker overview.

• Filter: Select one or more statuses to limit the visible users to those in the chosen states. You can also sort users by name or status.

In the supervision dashboard, each user is represented by a card that includes displays all their information.

At the top of the card, you can see the useruser's name, their assigned assigned extension, their profile picture, and an indicator of the platform they are logged into (web or app). Additionally, you can see the color associated with corresponding to the user's current status. Next, you can see the time the user has been in the current state, and the name of the state is shown, along with the time spent in that status and the status name.

In the middle of the card, 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.

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• The platform or device the user is logged into (web or app).

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Finally, at the bottom, the following actions and/or operations can be performed on the user:

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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.