Reporting

The Reports module will allow administrators and supervisors of the platform to generate and download reports with relevant information about the operation of your business, such as information on managed cases, incoming and outgoing interactions, agent performance and performance statistics, among others. These reports will be downloaded as Excel files, and filters can be applied for campaigns, agents, dates, and times during their generation.

Sagicc allows access to the Reports module through the side menu by selecting the “Analytics” option and then clicking on “Reports” to enter the module.

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Generated Reports

In the “Generated Reports” section, users can view and download all previously generated reports on the platform. To download a report, locate it in the list and, if its status is “Generated”, you can click the “Download” button in the “Options” column. The file will be automatically downloaded through your browser. The list also provides additional information about the generated report, such as its name, type, current status, and the date and user who requested it.

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Scheduled Reports

In the “Scheduled Reports” section, you can configure reports to be generated periodically based on predefined filters and date ranges. This section allows users to monitor all scheduled reports and check the date of their last generation. Once the reports have been generated according to the schedule, they will be available for download in the “Generated Reports” section.

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Generate Reports

To generate a report, click the “Generate Report” button located in the top-right corner of the Reports module. Sagicc will guide you through a four-step form where you’ll need to specify the configuration and various filters for generating the report.

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In the first step, “Report Type Configuration”, you must select the type of report to generate. Sagicc offers a wide variety of predefined reports (see more information at Report Types), which provide detailed analysis of your campaign performance and business operations. Then, enter a name to identify the report within the platform. Once the report is generated, the downloaded Excel file will have this name.

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In step 2, “Campaign Configuration”, you can select one or more campaigns from the list. The generated report will include only information related to the selected campaigns*. If you want to include disabled or deleted campaigns, check the option “Show disabled or deleted campaigns”.

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In step 3, “Agent Configuration”, you can select one or more users assigned to the campaigns selected in the previous step. By doing so, the generated report will include only information related to the selected users*. If you want to choose a user who is disabled or deleted, check the box labeled “Show Disabled or Deleted Users”.

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In the final step, “Date and Scheduling Configuration”, select the dates and times to be used to filter the report data. The report will include only information created within the specified date range.

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If you want your report to be scheduled, check the box labeled “Create as Scheduled Report”. Scheduled reports are generated periodically based on the selected filters and date ranges. To configure one, provide the following information:

• Frequency: This is how often the report will be generated. You can choose between “Daily”, “Weekly” or “Monthly”.

• Generation Day: Specify the day of the week (for weekly frequency) or the day of the month (for monthly frequency) when the report will be generated.

• Generation Time: Specify the time of day when the report will be generated.

• Date Range: Select the date range that will be used as a filter for the report data. Available options include: Today, Yesterday, This Week, Last Week, Last 7 Days, This Month, Last Month, Last 30 Days, Last 3 Months, Last 90 Days, Last 6 Months, and This Year.

• Report Recipients: Select one or more admin and supervisor users on the platform who will receive an email notification once the report is generated, along with a link to download it.

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Finally, once all report information is configured, click “Generate”. If the report is NOT scheduled, it will begin processing immediately and will be available for download once its status in the Generated Reports view changes to “Generated”. If the report is scheduled, it will begin generating according to the defined frequency and configuration.