User Supervision

Sagicc features a User Monitoring Module designed for users with "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 module through the side menu by selecting "Tools" and then clicking "Users" under the "Monitoring" submenu.

Open

Sagicc will take you to the module, where you can access the general supervision dashboard. This dashboard displays all agents active in the selected campaign, 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.

Open

At the top of the dashboard, you’ll find several filters and tools:

• Search: Enter a specific agent’s name to view their card directly.

• All Campaigns: Check this box to monitor agents across all campaigns. By default, only agents in the selected campaign are shown.

• Change View: Choose from three dashboard views to adjust the display:

  • Full View (default): 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 displays all their information.

At the top of the card, you can see the user's name, assigned extension, profile picture, and an indicator of the platform they are logged into (web or app). Additionally, the color corresponding to the user's current status 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:

• 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 Ticket: 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.

• 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.