Sagicc Updates: Smart Assignment, Greater Traceability, and a Renewed Public Experience 🚀📢
Hi! 👋🏻 Your customer service operation deserves to run with precision and agility, adapting to the challenges of an ever-changing market. In this platform update, we bring significant improvements to ticket assignment, greater visibility into the usage of the Sagicc API, and a visual refresh of the public-facing interfaces. Learn more below:
Ticket Assignment by Agent Weight ⚖️
Work distribution across your team will now be fairer and smarter. From the Campaigns Module, you can assign a numeric weight to each agent, and the platform will distribute tickets proportionally: An agent with a weight of 100 will receive twice as many tickets as one with a weight of 50. This will allow your operation to balance workload automatically, respecting each team member's capacity, availability, and experience without manual intervention.
Automatic Reassignment Due to Inactivity ⏱️
From now on, no customer will be left without a timely response from your business. When an agent remains inactive for a previously configured period of time, the platform will automatically reassign their tickets to another available team member. Set up this feature from the Campaigns Module to ensure service continuity and reduce wait times, improving your customers' satisfaction even during high turnover or unexpected absences.
API Audit Log 📋
Control and traceability of your operation reach a new level. Sagicc will now record a detailed audit log of all API requests made over the last 30 days, including the endpoint consulted, the user who made the request, the exact date and time, and the response code obtained. This will make it easier for platform administrators to detect anomalies, verify compliance with internal policies, and resolve technical incidents with agility and full visibility.
Public Knowledge Base Redesign 📚
Your help center will now look better than ever. The new Public Knowledge Base interface offers a more modern look, greater usability, and advanced customization options, including a configurable top banner and brand-adjustable colors. This will improve your customers' self-service experience and strengthen your business' visual identity at every touchpoint. Haven't set up your business' Public Knowledge Base yet? This is the perfect time to do it.
External Survey Page Redesign 🎨
Your surveys will now have the visual presence your brand deserves. The new External Survey Page features a renewed and modern design that will make every survey sent to your customers more appealing, driving a higher response rate thanks to an intuitive and pleasant experience that encourages participation. Take advantage of the Surveys Module to learn firsthand what your customers think about your service.
These improvements are designed so your team works more efficiently, with greater control over operations and a better experience for your customers in every interaction. For full details on each feature, we invite you to check the User Manual, or if you have questions about how to implement them, feel free to contact our help desk. Until next time! 🚀