Start Guide ▶️

Accessing the platform

To access your company's instance, please go to the URL specified by the provider Sagicc, 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.

Open

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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 find shortcuts to the main modules and tools available based on your role in the platform. You can click on the icons or buttons to enter the module you need. Additionally, you will have the option to access all the platform's tools from the side menu.

If you, as a user, are associated with more than one workspace, when logging into Sagicc, you will see a screen to select the workspace you want to enter. To proceed, simply click on the workspace of your choice. At any time, you can return to the workspace selection view to switch to another one. It is important to note that you can only work in one workspace at a time.

Top Navigation Bar

The top 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.

Next, each option in the top options bar is described (from left to right).

Full Screen

Click the "Full Screen" button to switch to a distraction-free view, maximizing the use of your screen and optimizing your experience in Sagicc.

Show Guide

Select the "Show Guide" button to access the interactive Sagicc tour. This resource will guide you through the main functionalities, tailored to your role within the platform.tform.

Sagicc News

Click the "Sagicc News" button to stay up to date with the latest news, updates, and features of the platform. From this section, you can also share your improvement ideas for Sagicc. You can also access it directly via the link: https://news.sagicc.co

Change Language

Use the "Change Language" button to toggle between the available languages in the Sagicc interface: Spanish and English, according to your preference.

Search

In the top options bar, you will find a general search bar designed to help you quickly and efficiently find tickets and customers within the platform. Simply enter your query in the search field, and Sagicc will display the relevant matches. From the results, you can directly access the detailed view of a ticket or the profile of a customer by clicking on the desired result.

Add Ticket

Click the "Add Ticket" button to access the form that allows you to manually register a new ticket in the platform. This function is useful for documenting tickets that do not come through the configured channels, such as in-person interactions with customers.

Add Customer

Click the "Add Customer" button to access the form where you can add a new customer to the platform and specify their basic details, contact information, and account information.

Internal Chat

Click the "Internal Chat" button to open the platform's internal chat, where you can interact with other users, send text messages, and/or share files. Initially, you will see a list of all users you can communicate with. Click on the user you want to chat with, and a conversation window will open, displaying previously sent or received messages. Write your message or select an attachment and send it. The recipient will receive a notification directly in Sagicc and can respond immediately.

At the top of the internal chat window, you will find a button to access a search bar. Use this feature to look for a specific user. Enter the recipient's name, select their profile, and send them 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 management on the platform. 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.

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. 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” 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:

Stopwatch, Current Campaign, User Profile Menu, and Status Changes

In the final section of the top options bar, you will find a set of tools grouped in a button that includes a stopwatch. This stopwatch tracks the time you have spent in a specific status on the platform (such as in management or on pause). It also displays the active campaign you are working on and your current status, identified with a distinctive color for easy recognition.

Clicking the stopwatch button will open a menu with options to manage your activity on the platform. From this menu, you can change your current status, select a different campaign to work on, or modify the active workspace (if you have more than one workspace assigned). Additionally, you will find other useful tools and settings, such as:

• 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

Platform users can work on multiple campaigns simultaneously, each with different objectives and configured channels. Click on "Change Current Campaign" to select the campaign you want to work on. By doing so, the information displayed on the screen (list of cases, dashboard information) will correspond to the selected campaign.

User Status

As a user with the "Agent" role on the platform, you must select one of the available statuses to indicate that you are ready to receive tickets and interact with customers. Additionally, this allows supervisors and administrators to know the type of task you are performing at a given moment, such as attending a call, having lunch, or participating in training. Below are the user statuses managed on the platform:

Keyboard Shortcuts for Changing Status

Platform users with the role of “Agent” have access to a series of key combinations (keyboard shortcuts) that provide a quick and efficient way to change states in the platform.

Help Menu

• User Manual: Access the platform's User Manual by clicking the following link: Sagicc - User Guide. This resource provides all the necessary information to familiarize yourself with how Sagicc works and make the most of its features.

  Sagicc Academy: Click the following link to enter Sagicc Academy, our e-learning platform where you will find a range of Customer Experience learning programs: Sagicc Academy

  Sagicc Helpdesk: Access the self-help desk by clicking the following link: Sagicc Helpdesk. Here, you will find relevant information and interactive videos addressing frequently asked questions, allowing you to quickly resolve common and recurring doubts.

  Support: If you need personalized assistance, you can send an email to our support team detailing the issue or problem you are experiencing. Our team will be happy to help you resolve any questions or difficulties you have with the platform.