Campaign Dashboard

With the information collected by various modules (interactions, tickets, tasks, etc.), Sagicc generates a dashboard with statistics on the work and performance of each campaign. Users with administrator and supervisor roles can access the dashboard for each campaign, analyze the presented information, and make decisions to help improve productivity and service quality. By default, when entering the Campaign Dashboard, the information for the campaign selected by the user in the Campaign Selector will be displayed.

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 working on the selected campaign. At the top of the dashboard, there are filters that allow you to 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 use advanced filters.

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Advanced filters for the dashboard include the following:

• Start Date: Filters the dashboard information, showing only information for tickets created from this date onward.

• End Date: Filters the dashboard information, showing only information for tickets created before this date.

• Campaigns: Includes information from other selected campaigns in addition to the default campaign.

• Users: Includes information for all users or shows only information for specific users.

The information, tables, and graphs displayed in the various sections of the campaign dashboard are described below.

Tickets

This section shows and compares the total number of tickets created in the campaign within the specified date range, grouped by each available ticket status.

Tickets by User

This section shows the total number of tickets created in the campaign within the specified date range, grouped by each available ticket status and by the assigned user. The table information can be downloaded in Excel format by clicking “Download Data”.

Tasks

This section shows and compares the total number of tasks performed by agents on the campaign tickets within the specified date range. It includes the following specific items:

• Tasks created

• Tasks on all tickets

• Tickets with at least one task

• Campaign Completion, i.e., the proportion of tickets assigned to users that have been managed and closed.

Tasks by User

This section shows the total number of tasks performed by agents on the campaign tickets within the specified date range, grouped by the user assigned to the ticket. The table information can be downloaded in Excel format by clicking “Download Data”.

Tasks by Type

This section shows the total number of tasks performed by agents on the campaign tickets within the specified date range, grouped by the main type field of the task form (configured in the campaign). The table information can be downloaded in Excel format by clicking “Download Data”.

Tasks by Hour

This section shows the total number of tasks performed by agents on the campaign tickets within the specified date range, grouped by the hour of creation. This information allows you to identify the hours of highest and lowest productivity for the agents throughout the workday, helping to improve operational efficiency.

Recent Tasks

In this section, you can quickly access the latest tickets managed by users in the campaign. 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 the campaign agents within the specified date range, grouped by channel. This information helps you determine the channels with the highest and lowest interaction volumes, aiding in optimizing your team's resources.

Tickets by Channel

This section shows the number of tickets assigned to the campaign agents and created within the specified date range, grouped by the channel type that generated the ticket. This information helps you determine which channels are most and least used by customers to initiate conversations with the company.

Interactions by Hour

This section shows the total number of interactions received (incoming) or generated (outgoing) by the campaign agents within the specified date range, grouped by the hour of creation. This information helps you identify the hours with the highest and lowest interaction volumes throughout the day, aiding in optimizing your team's resources.

Service Level

This section shows the details of the service level, productivity, and average operational time for each of the campaign agents.

SLA

This section shows and compares data related to SLA rules and the compliance or non-compliance with 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, and another showing the total number of tickets with violations, i.e., tickets that did not meet the times for at least one SLA rule metric.

Compliance by User

This section shows the number of tickets in the campaign that met any of the 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 violated metrics (First Response Time or Customer Wait Time) for the campaign tickets, grouped by the user. For example, if two metrics were violated for ticket #123, these will be counted as two violations for the user.

SLA by Ticket

This section shows specific information about tickets, SLA rule compliance, and violations in a table (ticket number, assigned user, metric, compliance or violation of SLA, and event date).

SLA Compliance Effectiveness

This section shows a representation of the distribution according to the number of SLA rule compliances and violations. It is important to note that the calculation is based on whether one or two of the SLA rule metrics are met or violated for a ticket.