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.

You can access the Reports module through the side menu, and Sagicc will take you to the Generated Reports view where you can visualize the reports that have been generated to date.

Generated Reports

In this view, you can download all the reports generated in the platform. Look for the report you want to download in the list, and if its status is Generated, click on the Download button in the Options column. Sagicc will automatically download the report in your browser. The list also contains detailed information about the report, such as its name, type, status, and creation date and user.

Scheduled Reports

Scheduled reports are those that generate a report periodically, based on the selected filters and date ranges. In this view, you can track all the scheduled reports in the platform and view the date of the last generation of each one. Once the reports are generated from a scheduled report, you can download them in the Generated Reports view.

Generate Reports

To generate a report, click on the Generate Report button in the Reports module. Sagicc will take you to a form with 4 steps where you need to specify the configuration and different filters for the report generation.

In the first step, Report Type Configuration, select the type of report you want to generate. Sagicc has a wide variety of predefined reports available (see annex Tipos de Reportes for more information). Then, enter a name to identify the report within the platform.

In step 2, Campaigns Configuration, you can select one or more campaigns from the list. By doing so, the generated report will only include information related to the selected campaigns. If you want to select a campaign that is disabled or deleted, click on the “Show Disabled or Deleted CAMPAIGNS” checkbox.

In step 3, Agents, Configuration, you will be able to select one or more users assigned to the campaigns selected in the previous step. By doing so, the generated report will only contain information related to the selected users. If you want to select a user that is disabled or deleted, click on the “Show Disabled or Deleted USERS” checkbox.

In the last step, Dates and Scheduling Configuration, select the dates and times that will be used to filter the data of the report. By doing so, the report will only contain information created between the specified date range. If you want your report to be scheduled, click on the “Create as SCHEDULED REPORT” checkbox.

To configure a scheduled report, you need to select the following:

• Frequency: This is the frequency of report generation, i.e., how often the scheduled report will generate a report. You can choose from Daily, Weekly, or Monthly.

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

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

• Date Range: Specify the date range that will be used as a filter for the report data. You can select from the following ranges: Today, Yesterday, This Week, Last Week, Last 7 Days, This Month, Last Month, Last 30 Days, Last Three Months, Last 90 Days, Last 6 Months, This Year.

• Report Recipients: Select here one or more administrator and supervisor users who will receive an email informing them about the generation of the report once it's ready, along with the link for download.

Finally, click on Generate to save the report information. If the report is NOT scheduled, it will start processing immediately and can be downloaded when its status in the Generated Reports view changes to Generated. If the report IS scheduled, the reports will start generating based on the frequency and configuration set.