Startel Flex AI
Welcome to Flex, the updated version of Startel. In this presentation you will learn everything about the system and it´s different components
Index
6. CMC O/C
1. Agent Interface
7. TAA
2. Mastercard
8. Activity Trace
3. Locate
4. If
9. Actions
5. Message Field
mastercardWhat type of info can we find
It provides the operator with the client’s instructionss: it can have 1 page of instructions or several pages. The instructions on a client’s mastercard are very specific and can change often.
- Company information
- Company Name
- Company address
- Operation Hours
LocateWhat type of info can we find
Locate is used for temporary information that does not go in the mastercard. Examples
- Office out to lunch
- Closed due to storm
- Dr smith on maternity leave ufn
if What type of info can we find
Semi permanent information that may or may not be added to the mastercard in the future
The IF section also overrides any protocol already set in place from the mastercard or the locate. Example
If Joan Blaine calls, call Angelic’s cell
Message Field What type of info can we find
This is the section that will provide us the questions we should ask the caller and what the client will receive
When entering an O/C you have to choosee a member, start and end date and category they cover
CMC on call scheduler ...
We also have ¨On the Fly¨(OTF) O/C which is when our regular O/C will be taking calls for them for a short period
It an application inside of Startel that allows for o/c information to be entered easily
Remember to always double check that the information input is correct!
We can see different types of O/C once we open it up
These alerts can be for many different things but pertain to temporary information
that needs to be entered on the account for one reason or another.
These instructions will override permanent mastercard information for a specific
time frame. There is no need to enter a TAA when an office closes for lunch or leaves
for the day unless it is different from the time listed in the mastercard or member
instructions.
TAA
ACTIVITY TRACE
Also known as stamping or notes. These are comments an operator leaves on the message that other coworkers can read in order to understand what was done to the message
DISPATCH ERROR NOTIFICATION - Something is not working properly and we should attemp to dispatch again
actionstask you need to follow after a msg has been sent
EMAIL RESPONSE - Incoming emails from the client
SMS - They are generally replies or confirmation messages via text
MESSAGE - Actions set for a specific time reminding agents to do something
TIME DELAY - A reminder or alarm that we should follow up on
SYSTEM NOTIFY - They are responses of any type but that are not associated with a ticket
PHONE DISPATCH - This is part of the dispatch script were we need to call out
CHECK ACTIONS - Not active but still visible
aNY QUESTIONS? tIME TO ASK!
STARTEL PRESENTATION
Jocelyn Bolio
Created on July 31, 2023
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Transcript
Startel Flex AI
Welcome to Flex, the updated version of Startel. In this presentation you will learn everything about the system and it´s different components
Index
6. CMC O/C
1. Agent Interface
7. TAA
2. Mastercard
8. Activity Trace
3. Locate
4. If
9. Actions
5. Message Field
mastercardWhat type of info can we find
It provides the operator with the client’s instructionss: it can have 1 page of instructions or several pages. The instructions on a client’s mastercard are very specific and can change often.
LocateWhat type of info can we find
Locate is used for temporary information that does not go in the mastercard. Examples
if What type of info can we find
Semi permanent information that may or may not be added to the mastercard in the future
The IF section also overrides any protocol already set in place from the mastercard or the locate. Example If Joan Blaine calls, call Angelic’s cell
Message Field What type of info can we find
This is the section that will provide us the questions we should ask the caller and what the client will receive
When entering an O/C you have to choosee a member, start and end date and category they cover
CMC on call scheduler ...
We also have ¨On the Fly¨(OTF) O/C which is when our regular O/C will be taking calls for them for a short period
It an application inside of Startel that allows for o/c information to be entered easily
Remember to always double check that the information input is correct!
We can see different types of O/C once we open it up
These alerts can be for many different things but pertain to temporary information that needs to be entered on the account for one reason or another. These instructions will override permanent mastercard information for a specific time frame. There is no need to enter a TAA when an office closes for lunch or leaves for the day unless it is different from the time listed in the mastercard or member instructions.
TAA
ACTIVITY TRACE
Also known as stamping or notes. These are comments an operator leaves on the message that other coworkers can read in order to understand what was done to the message
DISPATCH ERROR NOTIFICATION - Something is not working properly and we should attemp to dispatch again
actionstask you need to follow after a msg has been sent
EMAIL RESPONSE - Incoming emails from the client
SMS - They are generally replies or confirmation messages via text
MESSAGE - Actions set for a specific time reminding agents to do something
TIME DELAY - A reminder or alarm that we should follow up on
SYSTEM NOTIFY - They are responses of any type but that are not associated with a ticket
PHONE DISPATCH - This is part of the dispatch script were we need to call out
CHECK ACTIONS - Not active but still visible
aNY QUESTIONS? tIME TO ASK!