2Options For Star2Star Contact Centers StarCenter Contact Center solution with Reporting for Multiple Sites and Queues, multipleagents, Skills and Best Match Routing Options, CallerID Routing. StarViewAnalytics Tool for Real-Time views (custom) and extensive historical reportingoptions available including scheduled. SnapShot Real-Time display of key metricsCall Recording Cloud based inbound call recording with easy search, playback and downloadcapabilities. 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
3StarCenter Key Features Single soft key Login and LogoutAgent “Away” / Unavailable Status / Reason CodesAdvanced Ring Strategies (including skills based)Multiple Action KeysFlexible Announcements (4 Types)Enhanced Queue / Agent ReportingMulti-Queue MonitorStarView for Enhanced Display Analytics of Real-Time and Historical ReportsQueue Specific Music / Message On HoldAdministrative Monitor / Barge In / Whisper9 Levels of FailoverCallerID RoutingInbound Cloud Based Call RecordingSMART Feature
4StarCenter Monitoring Alerting & Reporting Tool Overview/Feature DescriptionBusy 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.
5StarCenter Monitoring – Alerting & Reporting Tool Example alert for longest queue time:Select alert typeSelect a single queue or series to report onChoose threshold for alertEnter in addresses or SMS/MMS addressHow often alerts should be sent during exceptionResend alerts during exceptionSend notice once an exception is clearedLabel alert for future referenceEnter address(s) comma delimited or one per line
7StarCenter Monitoring Alerting & Reporting Tool Alert data elements available:Specific Agent Data:Agent talk timeAgent away timeLive queue data:Agent availableCalls in progressCalls in queueLogged in agentsLongest queued timeAlert Example:Calls In Progress: The Calls In Progress threshold of [My CIP Alert 1] is > 1 call(s). Queue 1  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.  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  is currently at 0 agent(s).
8StarCenter Monitoring – Alerting & Reporting Tool Alert data elements available:Specific Agent Data:Agent talk timeAgent away timeLive queue data:Agent availableCalls in progressCalls in queueLogged in agentsLongest queued timeSMS/MMS Examples
9StarCenter 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.
10StarCenter Manager Building your contact center: Agents: Build agent detailsSkills: Set requisite skill levels for skills based routingOverview: Displays an overview of each queueAlerts: Build SMART / Exception alertsOptions: Set Tome Zone, DST, Agent login delivery pause (delays calls to agent at login), Reason Codes for “After Call” or “Not Ready” states
11Flexible Queue Options Internal Direct Dial - use to access the queue from a localphoneDisplay queue name – what the Agent seesRing Strategy (6 available) – determine how calls will ring thequeue• Round Robin• Skill Based• Best Match• Ring All• Least Recent• RandomSkills – select appropriate skill for Queue. Skills configured inStarCenter ManagerRecord Calls to this Queue – call recording feature on/offAuto-Answer Calls to this Queue – calls answeredautomatically when presented to an agent
12Flexible Queue Options, Continued Queue Ring Time - maximum period of time a call can remain in queueExit When Empty** - calls will be directed Failover Options if no Agents logged inMax on Hold** - determine max # calls allowed on hold in the queue. When parameter is exceeded calls are directed to Failover OptionsMusic on Hold Playlist - Queue specific Music / Message on HoldAgent Timeout - determine how long each agents phone will ring forWrap-up Time - determine what period of time is allowed for agent administrative tasks prior to receiving further calls. Use 0 if not requiredMissed Calls Logout - number of calls agent can miss prior to being automatically logged outRing Back on Entry - play ringing to the caller for a brief interval prior to starting MOHAction Keys - set 0-9 action key options for callers to select when queuingMessage - record queue message on the fly or upload mp3 or wav file** if enabled set specific failover actions if required
13Options For Call Distribution To Agents Skills Based and Best Match Call Routing AvailableOptions for routing and distributing calls based on workload, skill requirements (Language orSpecialized Programs), staffing levels
14StarCenter – Ring Strategies Determining the best ring strategy for your queueThe system provides several different options for ringing agents in a queue.These are known as “Ring Strategies”:
15Call Distribution: Skills Based Skills based routing allow queues to target specific agentsAgents with low skill levels will be the least likely to receive callsSkills go from 10, highest agents get calls first, to 1 lowest agents get calls lastNote: Feature not available in StarCenter Lite.
16Call 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.
17Music / Message On Hold Different source can be set for each queue Multiple file file formats can be uploaded and organized into playlistsAnnouncements 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
18Position 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 frequencyHold Time Announce: Playback of callers total hold time to agent prior to connecting the callAnnounce Frequency: Value in seconds
19Supervisor 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
20Basic Multi-Queue Monitor Real-Time Metrics Watch call progress in real-timeView agent status in real-time and see their away codes (Reason Codes)
21Historical ReportingGenerate reports based on date/time range for all queues, specific queues or a selection. Select event types e.g. abandonedView queue summaryView agent summaryView agent detailView call detailsView reason code summaryExport reports to Excelformat (csv)(Note) See also StarView
22Cloud Based Inbound Call Recording (option) Recording configured by Queue / AgentSearch recordings by all, individual or selection of queuesSearch by all, individual or selection of agentsSearch by start / end dateSearch by CallerIDSearch by call durationNote: Inbound and outbound recording available via a StarBox CR CCM)
24What 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.
25StarView Enhanced Analytics and Reporting High level dashboard view displaying key performancemetrics for rolling periods 1,2, 3, 4, 8, 24 hours“Tear Off” graphsIdeally suited to large scalemonitors (TV mode – full screen)Multiple view optionsincluding a customizedscreen builder, queue andagent viewsSnapshot tool optionExtensive historical report libraryScheduled reporting availableConfigurable queue groupingsConfigurable service levels
26StarView Screen Builder Create a custom queue, agent, wall board and live feed view. Real time state displayed using color
27StarView Real Time Queue View Quickly display Queue Status with or without details by Queue / Group
28StarView Real Time Agent View Quickly display Agent Status with or without details by Queue / Group
29StarView SnapshotQuickly display a low profile “always on top” view of key real time Queue metrics using a downloadable applicationContact Center Managers/Supervisors can easily see overall real time Queue status including Callsin Queue, Longest Wait, Logged in AgentsSingle, multiple or groups queue selection supportedAvailable for use by multiple usersControls provided to view Next/Previous and pauseThis application is also available as a web view
30StarView – Snapshot Configuration Configure single, multiple or queue groupsSelect an Agent if requiredSet screen refresh timeSet thresholds which control metrics text color when exceeded
31StarView – Extensive Historical Reports Library Report by Agent / Queue / Location / Reason Codes / Exception data (SMART)Queue groupings availableOutput data to CSV, Excel, PDF, Printer or copy to clipboardScheduled reports available
32StarView – Historical Report Example Drill down detail available within reports e.g. abandoned callsScreen search availableOption to save queue grouping availableColumn sorting supported
33StarView – Scheduled Reports All library reports availableCustom report name (entered by user)Report(s) sent to (multiple addresses supported)XLS and XML format availableMultiple periods supported i.e. Once, Daily, Weekly, Monthly, End of Month, Hourly, 30 min, 15 min 5 min