Sagicc Updates: More visibility, more control, and decisions based on real data 📊🚀🆕
Hello! 👋🏻
At Sagicc, evolution never stops. With every update, we reaffirm our commitment to taking customer experience management to the next level, incorporating improvements that directly address the real needs of operations. This version comes packed with new charts, real-time metrics, greater visibility in reports, and performance optimizations that will transform the way your team works every day. Discover them below:
New FRT and AHT trend charts in the Campaign Dashboard 📊
We've added two new key charts to the Campaign Dashboard: the Average First Response Time Trend (FRT) and the Average Handling Time Trend (AHT), designed specifically for supervisors and operations administrators. By visualizing the daily evolution of both indicators, your team will instantly see how quickly it responds to customers and how long it takes to resolve each ticket. This will allow you to detect behavioral patterns, anticipate demand peaks, and compare performance across periods — enabling truly proactive management.
New SLA compliance columns in Reports 📋
Sagicc reports will now display compliance for each metric in separate columns: "Met First Response Time" and "Met Customer Wait Time". Where all information was previously condensed into a single field, each indicator will now have its own dedicated space with clear detail and direct comparison. This improvement will allow your team to pinpoint operational bottlenecks, detect non-compliance patterns, and make strategic decisions backed by real data — with no ambiguous interpretations or information overlap.
Real-Time metrics in Chat Supervision 💬
The Chat Supervision view is now enhanced with four key metrics updated in real time: Active/Concurrent Tickets, Average First Response Time, Service Level, and Tickets Without Agent Response. With these indicators available instantly, supervisors will be able to detect bottlenecks as they happen, redistribute operational workload quickly, and ensure no customer is left without timely attention. Your chat operation will gain the control and visibility it needs to maintain service quality at all times.
Additionally, we've implemented performance optimizations in the Tickets and Customers modules aimed at improving speed and smoothness in daily management. These improvements will reduce load times and enable more fluid navigation across the platform's most frequent operations, allowing your team to focus on serving customers with speed and quality.
Each of these improvements has a clear origin: your operation and your needs. Many of these features came directly from the ideas and suggestions of our customers, because we believe the best solutions are built together 🚀. If you'd like to learn more about any of these updates, check out our User Manual or reach out to our help desk — we'll be happy to assist you.
Until next time! 🚀