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Support Ticket Minimum Requirement

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SightCall Support is here to help troubleshooting SightCall related issues.  To provide the best help possible, the more of the following details gathered before submitting a Support ticket the better:

  1. Gather a clear issue description and its impact scope
    • "Who" - The impacted agent's login ID to SightCall service
      • Verify the agent's account is set up with the proper license/profile (standard, multiparty, recording), and it's enabled (directly or via Group association) with the expected Use Case or Call Routing configuration.
      • Can you confirm if the issue occurs on ALL agents / users?
        If only one agent / user is experiencing the issue, is there any network, hardware, or other different factor that could explain the issue?
    • "What" - what are the sequence of events that led to the issue?  
      • Can the issue be reproduced consistently?
        1. If possible, check if the issue can be reproduced in different browsers, computers, logins, apps (especially when using a custom app)
        2. If possible, check if the issue can be reproduced if you update your browser, phone OS, app, and plugin to the latest version
    • "When" - what is the time (please also specify timezone) when the issue is observed or reproduced?
      • Can you locate the specific Case Report, Call Reference, or Pincode, of the issue session?
      • Do you have logs (CoreDump, Browser console logs, HAR logs), screenshots, video recording, or anything that could help investigate the issue further?
        • More details on gathering log files can be viewed here.
  2. Research for solution
    • This Help Center provides AI-assisted search to help surface the relavant documentations.
    • Admin Portal's support 'widget' provides interactive troubleshooting tips also.
    • Check our "Common Problems" list to see if there's a solution already

3. If you do not find a solution, submitting a support ticket! Please ensure you include the following:

  • Answers from the above items:
    • "who" is the impacted user, "What" is observed and the steps to reproduce and the environment (device/OS/app version) details, "When" did it happen and any log files, call reports, screenshots / recordings can help expedite the support experience.
    • Any adidtional information in your research for solution so far.
 
 
 
 
 

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