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With the information collected by different various modules , information on (interactions, tickets, and tasks, etc.), Sagicc generates a dashboard with statistics on the work and performance of each campaign. Users with the administrator and supervisor roles can access the dashboard for each campaign and , analyze the presented information, and make decisions to help improve productivity and the service quality of service. By default, when entering the Campaign Dashboard, the information for the campaign selected campaign will be displayed for by the user in the Campaign Selector will be displayed.
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Only users with the administrator or and supervisor roles can access the Campaign DashboardDashboards. |
Through the side menu, you You can access the Campaign Dashboard through the sidebar menu.
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When entering the Campaign Dashboard, you will see several sections with important information about the work and performance of the users who are working on the selected campaign. At the top of the dashboard, you will see a series of there are filters that will allow you to query view information within a specific date range. By default, Sagicc will show information for the current day, but it is also possible to view information for the current week, the current month, or select use advanced filters.
Within the advanced Advanced filters for the dashboard , you will find include the following:
Start Date From: Filters the dashboard information, showing only information for tickets created from this date onward.
End Date To: Filters the dashboard information, showing only information for tickets created before this date.
Campaigns: Includes information from other campaigns by selecting them along with selected campaigns in addition to the default campaign.
Users: Includes information for all users or displays shows only information for specific users.
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The information, tables, and graphs shown displayed in the various sections of the user campaign dashboard are organized as follows:
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described below.
Tickets
This section shows and compares the total number of tickets created in the campaign within the specified date range
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, grouped by each available ticket status.
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Tickets by User
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This section shows the total number of tickets created in the campaign within the specified date range
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, grouped by each available ticket status and by the assigned user
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. The table information can be downloaded in Excel format by clicking
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“Download Data”.
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Tasks
This section shows and compares the total number of tasks performed by agents on
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the campaign tickets within the specified date range
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. It includes the following specific items:
Tasks created
Tasks
createdon all tickets
Tickets
managedwith at least one task
Campaign Completion, i.e., the proportion of tickets assigned to users that have been managed and closed.
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Tasks by User
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This section shows the total number of tasks performed by agents on
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the campaign tickets within the specified date range
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, grouped by the user assigned to the ticket. The table information can be downloaded in Excel format by clicking
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“Download Data”.
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Tasks by
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Type
This section shows the total number of tasks performed by agents on
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the campaign tickets within the specified date range
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, grouped by the main
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type field of the
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task form (configured in the campaign). The table information can be downloaded in Excel format by clicking
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“Download Data”.
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Tasks by Hour
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This section shows the total number of tasks performed by agents on
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the campaign tickets within the specified date range
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, grouped by the
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hour of creation. This information allows you to
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identify the hours of highest and lowest productivity
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for the agents
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throughout the workday, helping to improve operational efficiency.
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Recent Tasks
In this section, you can quickly access the latest tickets managed by users in the campaign.
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The list shows basic information for each managed ticket, and by clicking on the ticket number, you will be redirected to its detailed view.
Interactions by Channel
This section shows the total number of interactions received (incoming) or generated (outgoing) by
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the campaign agents within the specified date range
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, grouped by channel.
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This information helps you
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determine the channels with the highest and lowest
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interaction volumes, aiding in optimizing your team's resources.
Tickets by Channel
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This section shows the number of tickets assigned to
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the campaign agents and created within the specified date range
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, grouped by the channel type
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that generated the ticket.
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This information helps you
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determine which channels are most and least used by customers to
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initiate conversations with the company.
Interactions
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by Hour
This section shows the total number of interactions received (
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incoming) or generated (
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outgoing) by the campaign agents within the specified date range
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, grouped by the hour of
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creation.
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This information helps you identify the hours with the highest and lowest
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interaction volumes throughout the day, aiding in optimizing your team's resources.
Service Level
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This section shows the details of the service level, productivity, and average operational time for each of the campaign
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agents.
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SLA
This section shows and compares data related to SLA rules and the compliance
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or non-compliance with
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the times associated with these rules. You will find an indicator showing the total number of tickets in the campaign for which SLA rules were validated
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, and another showing the total number of tickets with violations, i.e., tickets
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that did not meet the times for at least one SLA rule
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metric.
Compliance by User
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This section shows the number of tickets
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in the campaign that met any of the
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SLA Rule metrics (First Response Time or Customer Wait Time), grouped by the user assigned to the ticket.
Violations by User
This section shows the total number of
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violated metrics (First Response Time or Customer Wait Time) for the campaign tickets, grouped by the user. For example, if two metrics were
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violated for ticket
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#123,
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these will be counted as
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two violations for the user.
SLA by
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Ticket
This section shows specific information about tickets, SLA rule compliance, and
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violations in a table (ticket number, assigned user, metric,
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compliance or violation of SLA, and event date).
SLA
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Compliance Effectiveness
This section shows a representation of the distribution according to the number of
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SLA rule compliances and violations. It is important to note that the calculation is based on
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whether one or two of the SLA rule metrics are met or violated for a ticket.
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