Sagicc News: Measure and boost your customer service team's performance 🚀🆕

Hi! 👋🏻 At Sagicc, we continue evolving to offer you smarter tools that boost the productivity and performance of your operation. In this update, we bring features designed to simplify bot management, provide greater traceability over changes made by your team, and as a major highlight, a rating and ranking system that will give you complete visibility into your agents' performance in real time. Discover them below:

Bot Duplication (Text and Voice) 🤖

With this new feature, you can duplicate a complete bot within the same workspace or transfer it to a different workspace*. This will allow your team to reuse configurations and conversational flows that have already been tested without having to create them from scratch, saving valuable time and ensuring consistency in automated customer service.

*Important: Remember to validate the new bot to ensure it works correctly, as some configurations from the original bot may not be fully compatible in the destination workspace.

Change Log for Customer Tags 🏷️

Every modification to your customer tags is now fully documented! Each time a tag associated with a customer is added, modified, or removed, the system will automatically record the change, including the user who performed the action, the exact date and time it was carried out, and the details of the change applied. This traceability will facilitate internal audits and allow your team to maintain precise control over your customer information.

Agent Rankings and Ratings ⭐🏆

Your team's performance is now fully measurable and visible in real time! Sagicc incorporates a comprehensive rating and ranking system that will allow your organization to monitor, evaluate, and enhance each agent's performance in an automated way, through the following features:

• Automatic Average Calculation: Each time an agent receives a new rating, the system will automatically recalculate their overall average within the corresponding campaign, ensuring performance indicators are always up to date and reliable for decision-making.
• Visibility for the Agent: Each agent will be able to view their rating average and the number of ratings received, both in their user profile and in their personal dashboard, encouraging self-management and a culture of continuous improvement.
• Ranking in the Campaign Dashboard: Each campaign dashboard will display a ranking with the top 10 highest-rated agents and the 10 lowest-rated agents, allowing administrators and supervisors to quickly identify recognition opportunities and areas that require support.

These improvements reinforce our commitment to operational efficiency and intelligent talent management within your organization. With the new ranking and rating system, your supervision team will have real-time information to make strategic decisions and enhance each agent's performance. For more details on each feature, we invite you to consult the User Manual or contact our help desk, where we will be happy to assist you. See you next time! 🚀