Contact Center/Service Insight Release Notes (Formerly StarCenter® 3)

Edited: 12/26/2020
Access: Everyone
Supports: Business Voice, Business Voice+

November 17, 2020 Contact Center/Service Insights Release

Additional feature and improvements

  1. Additional key features and improvements now supported on Contact Center and Service Insights product s

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What’s New and Improved

  1. Queue Survey feature added to Service Insight.

What’s fixed

  1. Addressed issue where Survey was not always being presented.
  1. Addressed issue where outbound calls could not be monitored.
  1. Addressed some minor reporting issues.

October 22, 2020 Contact Center/Service Insights Release

Additional feature and improvements

  1. Additional key features and improvements now supported on Contact Center and Service Insights product s

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What’s New and Improved

  1. Call Barge feature will allow supervisors to barge live queue calls and conduct a 3-way call with the agent and end customer. We have made this available from Queue Details and Agent Monitoring interfaces.
  1. Missed Call Auto Logoff feature will automatically log off agents away from their active session for a certain amount of time and/or missing a threshold of queue calls, and prevent the system from presenting new calls to this agent.
  1. Updated Agent Productivity Report will now begin capturing agent metrics for missed call auto logoffs.
  1. New Supervisor and Manager Email Notification will allow them to receive email notifications when agents are added or removed from queues.
  1. Offline Extension notification feature will allow an agent to be alerted if their extension has gone offline for any reason.

What’s fixed

  1. None

June 29, 2020 Contact Center/Service insights Release

New Supervisor Panel

  1. The New Supervisor Panel provides significantly enhanced user experience, productivity and analytics. Agent Mood feature helps supervisors track the agents emotional wellbeing that helps with coaching and agent retention. Significant updates to reporting and analytics as well as minor feature improvements across the platform.

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What’s New and Improved

Queues

  1. Call back configuration
    1. Disable callbacks.
    1. Leave a custom call back number.
    1. Default as is it works today.
  1. New Setting
    1. Realtime Agent Queue assignment.
    1. Bulk Agent Queue Change - Add / Remove multiple agents to/from a single queue.
  1. Automatic logoff due to inactivity
    1. Timer is adjustable by the Star2Star for the customer.
  1. Call Card
    1. Agent is able to see the target agent’s availability status before transferring the call.

Agent Panel

  1. Agent Mood pulse
    1. Agents can access anytime from their Profile dropdown.

Missing image link-1

  1. How You Feeling - Is also presented to an Agent when they initially login to the Agent Panel.

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  1. Agent Profile - Add or change photo, name, etc..
  1. Easily access or hide Productivity Metrics and Unanswered Calls tabs on the Agent Panel.
  1. Agents now receive a pop-up notification when their pause time approaches the preset pause limit.
  1. Newly signed in Agents will now receive a product introductory tour. Existing Agents at any time can easily access the product tour from the Profile dropdown.

Supervisor Panel

Note : Each panel has a hyperlink Icon Missing image link-3 in the top right corner of the panel.

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1. My Agents

  1. Provide quick access to information on availability and status of agents across all queues.
  1. Hyperlink to the Agent Monitor screen improvements.

2. Calls

  1. Real time call stats.
  1. Hyperlink to the Call History Report.

3. Longest Call Duration

  1. Updated every few minutes to reflect stats for longest call durations for Queues and Queue Groups.
  1. Hyperlink to the ATT ASA Report.

4. Longest Wait Time

  1. Updated every few minutes to reflect stats for longest wait time for Queues and Queue Groups.
  1. Hyperlink to the ATT ASA Report.

5. Mood

  1. Agent Wellbeing.
  1. Real time stats on Agent moods.
  1. Hyperlink to the Agent Monitor.

6. Pause Violations

  1. Pause stats tracking violations with real time and aggregated daily totals across all Queues.
  1. Hyperlink will take you to the Detailed Pause Report.

7. Calls Waiting

  1. Real Time calls waiting stats for Queues and Queue Groups.
  1. Hyperlink to the Queue Monitor.

8. SLA Duration

  1. Near real time stats on SLA Duration for Queues and Queue Groups.
  1. Hyperlink to the Answered x Abandoned x SLA Report (Incoming Calls).

9. SLA Wait

  1. Near real time stats on SLA Wait times for Queues and Queue Groups.
  1. Hyperlink to the Answered x Abandoned x SLA Report (Incoming Calls).

10. CSAT

  1. Updated stats of Post Call Surveys for CSAT.
  1. Hyperlinks to the Customer Satisfaction Report.

11. NPS

  1. Updated stats of Post Call Surveys for NPS
  1. Hyperlinks to the Customer Satisfaction Report

Agent Monitor screen improvements

  1. New Agent wellbeing stats

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Reports

New Report
  1. Agent Answer Rate by Queue report
    1. Ability to report by Agent or Agent Groups and Queue Groups.
Updated Reports
  1. Call Reason report
    1. New ability to select multiple Queues and detailed per Queue.
  1. Queue Summary repor t
    1. Added 2 new columns:
      1. Dropouts.
      1. Dropout Percentage.
  1. Call History report
    1. Additional Call Terminated Values:
      1. Caller Hangup.
      1. Busy.
      1. Telephony Center.
  1. Call Center Assessment Repor t
    1. Addition of “Who the assessor was” (QA Analyst).
  1. Customer Satisfaction Report
    1. Per Agent– Now provides an option to show queue total and/or break out each agent within the queue.
  1. Queue Annual Report
    1. Ability to now filter by multiple Queues and Queue Groups.
  1. Traffic Analysis Report
    1. Ability to now filter by multiple Queues and Queue Groups.
  1. Call Outcome report
    1. Ability to now filter by multiple Queues and Queue Groups.

Questionnaire

  1. Added weight to QA - Questionnaire – some questions might be of more “value” to the assessment than others
  1. Applying questionnaires to several calls (once you select a call on the call history report)

 

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