1. StarCenter An Inbound Contact Center Solution
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2. Options For Star2Star Contact Centers
StarCenter Contact Center solution with Reporting for Multiple Sites and Queues, multiple
agents, Skills and Best Match Routing Options, CallerID Routing. StarView
Analytics Tool for Real-Time views (custom) and extensive historical reporting
options available including scheduled. SnapShot Real-Time display of key metrics
Call Recording Cloud based inbound call recording with easy search, playback and download
capabilities. Outbound and inbound recording available via StarBox CR CCM
(Note) For installations exceeding 100 concurrent agents at a single office location or 200 concurrent agents across the enterprise, contact Pre-sales Engineering for in-depth requirements, discovery and comprehensive solution design

3. StarCenter Key Features
Single soft key Login and Logout
Agent “Away” / Unavailable Status / Reason Codes
Advanced Ring Strategies (including skills based)
Multiple Action Keys
Flexible Announcements (4 Types)
Enhanced Queue / Agent Reporting
Multi-Queue Monitor
StarView for Enhanced Display Analytics of Real-Time and Historical Reports
Queue Specific Music / Message On Hold
Administrative Monitor / Barge In / Whisper
9 Levels of Failover
CallerID Routing
Inbound Cloud Based Call Recording
SMART Feature

4. StarCenter Monitoring Alerting & Reporting Tool
Overview/Feature Description
Busy Call Center Managers do not always have time to stayed glued to wallboards / queue and agent monitor screens or indeed could be at lunch, on break, in a team meeting or traveling. So who monitors the Call Center for performance / conformance? SMART (StarCenter Monitoring Alerting & Reporting Tool) is the answer. By utilizing this tool it allows them to monitor system conformance to a series of pre defined parameters without the need to constantly watch monitors. Call Center managers know instinctively on a daily basis how their system and agents should perform. So if they are performing to their expectations why sit looking at a monitor waiting for something to happen? I am sure they have better things to do!!
Here's how it works:
For specific metrics e.g. Agent Talk Time, Agent Away Time, Agents Available, Calls In Progress, Calls in Queue, Logged in Agents, Longest Queued Time etc, we provide the customer with the ability to set parameters for each of those data elements i.e. how their system should perform. The system does the rest and monitors conformance to those parameters. If an "Exception" occurs then an alarm is triggered and a notification / SMS is sent to selected individuals.

5. StarCenter Monitoring – Alerting & Reporting Tool
Example alert for longest queue time:
Select alert type
Select a single queue or series to report on
Choose threshold for alert
Enter in addresses or SMS/MMS address
How often alerts should be sent during exception
Resend alerts during exception
Send notice once an exception is cleared
Label alert for future reference
Enter address(s) comma delimited or one per line

6. StarCenter Monitoring Alerting & Reporting Tool
Display configured alerts:

7. StarCenter Monitoring Alerting & Reporting Tool
Alert data elements available:
Specific Agent Data:
Agent talk time
Agent away time
Live queue data:
Agent available
Calls in progress
Calls in queue
Logged in agents
Longest queued time
Alert Example:
Calls In Progress:
  The Calls In Progress threshold of [My CIP Alert 1] is > 1 call(s).
  Queue 1 [222225] is currently at 2 call(s).
Agent Away Time:
  The Agent Away Time threshold of [My AAW Alert 1] is > 100 second(s).
  Rob P. [1001] is currently at 105 second(s).
Logged In Agents:
  The Logged In Agents threshold of [My LIA Alert 1] is < 1 agent(s).
  Queue Test [404040] is currently at 0 agent(s).

8. StarCenter Monitoring – Alerting & Reporting Tool
Alert data elements available:
Specific Agent Data:
Agent talk time
Agent away time
Live queue data:
Agent available
Calls in progress
Calls in queue
Logged in agents
Longest queued time
SMS/MMS Examples

9. StarCenter Monitoring Alerting & Reporting Tool
Running an Exception Report:
The StarCenter SMART feature also provides historical reporting capabilities as well as real time exception monitoring. This is particularly useful for trend analysis.

10. StarCenter Manager Building your contact center:
Agents: Build agent details
Skills: Set requisite skill levels for skills based routing
Overview: Displays an overview of each queue
Alerts: Build SMART / Exception alerts
Options: Set Tome Zone, DST, Agent login delivery pause (delays calls to agent at login), Reason Codes for “After Call” or “Not Ready” states

11. Flexible Queue Options
Internal Direct Dial - use to access the queue from a local
phone
Display queue name – what the Agent sees
Ring Strategy (6 available) – determine how calls will ring the
queue
• Round Robin
• Skill Based
• Best Match
• Ring All
• Least Recent
• Random
Skills – select appropriate skill for Queue. Skills configured in
StarCenter Manager
Record Calls to this Queue – call recording feature on/off
Auto-Answer Calls to this Queue – calls answered
automatically when presented to an agent

12. Flexible Queue Options, Continued
Queue Ring Time - maximum period of time a call can remain in queue
Exit When Empty** - calls will be directed Failover Options if no Agents logged in
Max on Hold** - determine max # calls allowed on hold in the queue. When parameter is exceeded calls are directed to Failover Options
Music on Hold Playlist - Queue specific Music / Message on Hold
Agent Timeout - determine how long each agents phone will ring for
Wrap-up Time - determine what period of time is allowed for agent administrative tasks prior to receiving further calls. Use 0 if not required
Missed Calls Logout - number of calls agent can miss prior to being automatically logged out
Ring Back on Entry - play ringing to the caller for a brief interval prior to starting MOH
Action Keys - set 0-9 action key options for callers to select when queuing
Message - record queue message on the fly or upload mp3 or wav file
** if enabled set specific failover actions if required

13. Options For Call Distribution To Agents
Skills Based and Best Match Call Routing Available
Options for routing and distributing calls based on workload, skill requirements (Language or
Specialized Programs), staffing levels

14. StarCenter – Ring Strategies
Determining the best ring strategy for your queue
The system provides several different options for ringing agents in a queue.
These are known as “Ring Strategies”:

15. Call Distribution: Skills Based
Skills based routing allow queues to target specific agents
Agents with low skill levels will be the least likely to receive calls
Skills go from 10, highest agents get calls first, to 1 lowest agents get calls last
Note: Feature not available in StarCenter Lite.

16. Call Distribution: Best Match
Calls are placed to the Agent in the queue with the highest ranking skill for that queue. If that agent is busy the system will hold the caller in the queue for a pre-defined period of time until the highest skilled agent is available. If the timeout expires, the system will place the call to the next highest ranked Agent. If there are equal skills, the agent with the earliest received call time (least recent) will receive the next call.
Note: Feature not available in StarCenter Lite.

17. Music / Message On Hold Different source can be set for each queue
Multiple file file formats can be uploaded and organized into playlists
Announcements for specific programs
• Health Advice – “Have you had your flu shot?”
• Directions – Detailed directions to your location
• Support Options – Leave a message requesting a call-back

18. Position and Wait Time Announcements Per Queue
Position Announce: “You are the 4th caller in the queue”
Wait Time Announce: “Your expected waiting time is less than 3 minutes”
Periodic Announcements: Custom file uploaded - playback to callers at a specified frequency
Hold Time Announce: Playback of callers total hold time to agent prior to connecting the call
Announce Frequency: Value in seconds

19. Supervisor Support for Agents
Monitor Listen to agents calls in real-time without the agent or caller knowing (training)
Whisper Supervisor can speak to the agent and the client does not hear the supervisor (coaching)
Barge-In Take over an agent’s call and speak with the caller – directly removing the agent (management)
Note: This feature is available from any location via phone access

20. Basic Multi-Queue Monitor Real-Time Metrics
Watch call progress in real-time
View agent status in real-time and see their away codes (Reason Codes)

21. Historical Reporting
Generate reports based on date/time range for all queues, specific queues or a selection. Select event types e.g. abandoned
View queue summary
View agent summary
View agent detail
View call details
View reason code summary
Export reports to Excel
format (csv)
(Note) See also StarView

22. Cloud Based Inbound Call Recording (option)
Recording configured by Queue / Agent
Search recordings by all, individual or selection of queues
Search by all, individual or selection of agents
Search by start / end date
Search by CallerID
Search by call duration
Note: Inbound and outbound recording available via a StarBox CR CCM)

23. StarCenter Inbound Call Recording (option)

24. What Is StarView For StarCenter?
StarView for StarCenter is a powerful and flexible analytics tool for StarCenter which provides customers with additional insights into the activity at their contact center(s).  Options are available for real time customizable displays, historical reports and a “Snapshot” window which is a low profile, always on-top application that displays key StarCenter metrics across the user's display.

25. StarView Enhanced Analytics and Reporting
High level dashboard view displaying key performance
metrics for rolling periods 1,
2, 3, 4, 8, 24 hours
“Tear Off” graphs
Ideally suited to large scale
monitors (TV mode – full screen)
Multiple view options
including a customized
screen builder, queue and
agent views
Snapshot tool option
Extensive historical report library
Scheduled reporting available
Configurable queue groupings
Configurable service levels

26. StarView Screen Builder
Create a custom queue, agent, wall board and live feed view. Real time state displayed using color

27. StarView Real Time Queue View
Quickly display Queue Status with or without details by Queue / Group

28. StarView Real Time Agent View
Quickly display Agent Status with or without details by Queue / Group

29. StarView Snapshot
Quickly display a low profile “always on top” view of key real time Queue metrics using a downloadable application
Contact Center Managers/Supervisors can easily see overall real time Queue status including Calls
in Queue, Longest Wait, Logged in Agents
Single, multiple or groups queue selection supported
Available for use by multiple users
Controls provided to view Next/Previous and pause
This application is also available as a web view

30. StarView – Snapshot Configuration
Configure single, multiple or queue groups
Select an Agent if required
Set screen refresh time
Set thresholds which control metrics text color when exceeded

31. StarView – Extensive Historical Reports Library
Report by Agent / Queue / Location / Reason Codes / Exception data (SMART)
Queue groupings available
Output data to CSV, Excel, PDF, Printer or copy to clipboard
Scheduled reports available

32. StarView – Historical Report Example
Drill down detail available within reports e.g. abandoned calls
Screen search available
Option to save queue grouping available
Column sorting supported

33. StarView – Scheduled Reports
All library reports available
Custom report name (entered by user)
Report(s) sent to (multiple addresses supported)
XLS and XML format available
Multiple periods supported i.e. Once, Daily, Weekly, Monthly, End of Month, Hourly, 30 min, 15 min 5 min

34. Thank You