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Accessing the platform
To access your company's Sagicc instance, please go to the URL provided by the provider, for example: https://mycompany.sagicc.co. Upon accessing the URL, you will be redirected to the Sagicc login page. To log in, you'll need to use the credentials provided to you either by the provider or by the platform administrator within your company. Enter your email and password, then click on "Continue" to start your session and begin working.then click "Continue" to log in to the platform and start working.
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In case multi-factor authentication (MFA) is enabled for your specific user or for all users on the instance, you will need to enter a verification code that Sagicc will send to your registered email. Upon successfully entering the code, the login process will be completed and you can start working. |
If you have forgotten your password for logging in to the platform, click on "Forgot Password?" Sagicc will send an email to the address you use for logging in, with instructions on how to reset your password.
Home Screen
After logging in, Sagicc will take you to the home screen, where you will see quick access to the main modules and tools enabled for your role within the platform. Click on any of the icons or buttons to access the desired module. You can also access the tools from the side menu.
Top
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Navigation Bar
The top options navigation bar (located at the top of the screen) contains useful options and tools for the user during their work on the platform. This bar will be visible at all times to ensure that the user has all the options at their disposal.
The following options are 
Next, each option in the top options bar is described (from left to right):.
Full Screen
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Click on the "Full Screen" button to switch Sagicc to full-screen mode. This allows you to maximize your screen space and minimize distractions in your web browser.
Help
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Click on the "View Help" button to access the Sagicc help tour
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, which covers the main functionalities according to your role within the platform.
Sagicc News
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Click on the "Sagicc News" button to stay informed about the latest news, updates, and
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announcements from Sagicc. Additionally, through this section, you can submit your improvement ideas for the platform. Sagicc News is also available at the following link: https://news.sagicc.co/
Change Language
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Click on the "Change Language" button to switch the language in which the Sagicc interface is displayed.
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Available languages
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include Spanish and English.
Search
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The top options bar also includes a general search bar, designed to help you quickly and efficiently find specific tickets and customers
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within the platform.
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Simply enter your query
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into the search bar, and Sagicc will
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search for matches on the platform. Once you've entered your query, Sagicc will display the search results, allowing you to easily access the detailed view of a ticket or a customer’s profile by clicking on
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the specific result that interests you.
Add Ticket
Click on the "Add Ticket
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" button, and Sagicc will take you to the Add Ticket form, which you can fill out to manually add a ticket to the platform
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. This is a quick option to record a ticket when it
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doesn't come through any of the configured channels
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in the platform or when the
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client has a face-to-face communication with the
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business.
Add Customer
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Click on the "Add Customer" button, and Sagicc will take you to the Add Customer form,
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where you can
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enter the information of a customer
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into the platform, including their basic
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data, contact information, and account
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details.
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Internal Chat
Click on the "Internal Chat" button to open the platform's internal chat, which allows you to send and receive internal messages to other users of the platform. Initially, you'll see a list of all users you can communicate with. Click on the user you need, and a conversation window will open, displaying previously sent or received messages. Write your message and send it. The user will receive an alert and can respond to your message immediately.
At the top of the internal chat window, you will see a button that allows you to access a search bar. Use this function to find a specific user. Enter the name of the recipient to whom you want to send a message, and once you find them, select them to send your message.
If you want to send a message through the internal chat to multiple users of a specific role (broadcast), click on the "Broadcast" button located at the top right of the internal chat window. If you're an "administrator" user, you can select the role of the users you want to send the message to. If you're a "supervisor" user, you can decide whether to send the message to all agents of your assigned campaigns or to the agents of a specific campaign.
Once you've selected the destination roles and/or campaigns, compose the message and send it to the corresponding users. All users will receive a notification indicating that they have received a new message.
Pending Tickets List
On the right side of the top navigation bar, you'll find a notifications icon indicating the number of tickets with new interactions or pending
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management on the platform
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. This list allows you to quickly and efficiently access information about tickets that require priority attention and learn details such as the ticket status, SLA compliance, customer, assigned user, and other relevant data.
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For users with the agent role, the tickets shown in the Pending Tickets list will be automatically filtered by default. This means they will only see tickets assigned to them, unassigned tickets, and tickets generated in any channel configured for the campaign. If you want to change this behavior, enable the “View All Tickets” parameter in the Campaign Configuration. |
Clicking the icon will display a list divided into two tabs:
Pending Tickets: Here you can view information about tickets that need to be addressed and their most recent interactions. In addition, in this list you can differentiate tickets that have upcoming scheduled tasks or scheduled tasks that are delayed. Click on each item in the list to access the ticket and manage it.
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This list shows notifications of tickets with unread pending interactions or tickets that have not yet been managed or closed.
Scheduled Managements: In this tab, you will find a list of tickets with scheduled management tasks on the platform. You can see if the task is pending within a certain time frame or if it is overdue and has not yet been managed.
For both lists, click on each item to access and manage the corresponding ticket.
If you need to search for specific tickets or customers, type your query in the “Search” field. If you need to filter or reorganize the list of pending tickets, click on the “Filter” icon (top right corner) and use one of the available filters, described below:
If you need to search for specific tickets or customers, type your query in the search “Search” field. If you need to filter or rearrange reorganize the list of pending tickets, click on the Filter “Filter” icon (top right corner) and use one of the available filters.
, described below:
Filter | Options | Description |
|---|---|---|
Notifications | Unread tickets | You can choose this option to view the number of unread tickets with interactions in the notifications bell. |
Pending Tickets | You can choose this option to view the number of tickets that are not closed in the notifications bell. | |
Filter Tickets | Assigned to me or Unassigned | You can choose this option to view pending tickets that have been assigned to you or are unassigned in the pending tickets list and in the notifications bell. |
All Tickets | You can choose this option to view all pending tickets in the pending tickets list and in the notifications bell, regardless of the assigned user. | |
Organize Tickets | Highest to Lowest Priority | You can choose this option to organize the tickets in the list in descending order according to the priority (high, medium, or low) of each ticket. Tickets with high priority will be the first to be displayed in the list. |
Lowest to Highest Priority | You can choose this option to organize the tickets in the list in ascending order according to the priority (high, medium, or low) of each ticket. Tickets with low priority will be the first to be displayed in the list. | |
Oldest to Most Recent Ticket | You can choose this option to organize the tickets in the list in ascending order according to the creation date of the ticket. The oldest tickets will be the first to be displayed in the list. | |
Most Recent to Oldest Ticket | You can choose this option to organize the tickets in the list in descending order according to the creation date of the ticket. The most recent tickets will be the first to be displayed in the list. | |
Oldest to Most Recent Interaction | You can choose this option to organize the tickets in the list in ascending order according to the date of the last received interaction (call, message, etc.) in the ticket. Tickets with oldest interactions will be the first to be displayed in the list. | |
Most Recent to Oldest Interaction | You can choose this option to organize the tickets in the list in descending order according to the date of the last received interaction (call, message, etc.) in the ticket. Tickets with most recent interactions will be the first to be displayed in the list. |
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Important: By using the Organize tickets option, you will only change the order in which tickets are displayed. However, by selecting different values in Notifications and Filter tickets, you can alter the number of tickets displayed. |
Stopwatch, Current Campaign, User Profile Menu, and Status Changes
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This consists of a
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timer that measures the time
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a user remains in a specific status (
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e.g., busy, pause, etc.). The
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timer displays the elapsed time, the campaign the user is working on, and
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their current status (each status has a characteristic color).
By clicking on the
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timer button, a menu will
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appear, allowing you to change your status within the platform
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, switch the campaign you are working on, or change your current workspace (if you have more than one workspace assigned). Additionally,
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this menu provides options to:
Access the User Profile.
Enable/disable the embedded softphone for the user.
Enable/disable automatic ticket assignment for the user.
Log out of the platform.
Campaign Change
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Platform users can work on multiple campaigns simultaneously, each with different objectives and channels. Click on "Change
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Current Campaign" to select the campaign you want to work on. By doing so, the information
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displayed on the screen (
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list of cases, dashboard information) will
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correspond to the selected campaign.
User Status
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Users with the AGENT role on the platform
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must select one of the available statuses to indicate to supervisors and administrators the type of task they are performing at a specific time: for example, attending a call, having lunch, in training, etc. The following are the user statuses managed on the platform:
STATUS | COLOR | DESCRIPTION |
|---|---|---|
Disconnected | Grey | This is the status that indicates the agent is disconnected, has not logged in, and is not working on the platform. |
In Standby | Yellow | This is the initial status of the agent, i.e., the state with which the agent logs in to the platform. It indicates that the user is preparing at their workstation to start working and managing tickets on the platform. |
Available | Green | This is the status in which the user can start working. It indicates that the user is ready and waiting for new tickets and interactions to manage. |
Busy | Red | This is the status to which the agent automatically switches when managing a ticket. It indicates that the user is busy. Depending on the user's configuration and campaign, the user may or may not receive new tickets and interactions when in this state. |
In Pause | Blue | This is the status in which the agent can step away from their workstation or interrupt their work. It includes different types of pauses to indicate the purpose of this: LUNCH, ABSENT, BACKOFFICE, BATHROOM, TRAINING, RESTING, MEDICAL PROBLEMS, FEEDBACK, MEETING. |
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The CHANGE STATUS option is only available for users with the AGENT role. For users with the ADMINISTRATOR and SUPERVISOR roles, the same state rules and supervision do not apply. |
Keyboard Shortcuts for Changing Status
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Platform users with the role of agent have access to a series of key combinations (keyboard shortcuts) that provide
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a quick and efficient way to change
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states in the platform.
SHORTCUT | ESTADO DESTINO | DESCRIPTION |
|---|---|---|
Alt + 1 | Disconnected | Logs the user out and takes them to the login page. |
Alt + 2 | Available | Directs the user to the platform's home page. |
Alt + 3 | In Pause | Takes the user to the pause page. |
Help Menu
User Manual: Access the platform's user manual by clicking here. This resource provides all the necessary information to familiarize yourself with the operation of Sagicc and make the most of its features.
Sagicc Academy: Click here to enter Sagicc Academy, our e-learning platform where you will find a range of Customer Experience learning programs.
Sagicc Helpdesk: Access the self-help Helpdesk by clicking here. Here, you will find relevant information and interactive videos addressing frequently asked questions, allowing you to quickly resolve common and routine queries.
Contact Support: If you need personalized assistance, click here to send an email to our support team. Our Help Desk will be ready to assist you with any questions or issues you may have with the platform.
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