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StarCenter Portal Reporting

StarCenter Basic Reporting has 4 dynamic columns: param1, param2, param3 and param4 which have different values based on the value in the “event” column. Below are the business rules to decrypt the column values.

  • event = enterqueue

○      Define: A call has entered the queue

○      param1 - N/A

○      param2 - CallerID

○      param3 - Timestamp

○      param4 - N/A

  • event = completecaller or completeagent

○      Define: Call has been ended by caller or agent respectively

○      param1 is the time_to_answer

○      param2 is the talk_time

○      param3 - N/A

○      param4 is the agent_id

  • event = connectfailed

○      Define: Agent did not answer the phone

○      param1 is the agent_id

○      param2 - SIP/EXT

○      param3 - Starbox ID / Location

○      param4 - N/A

  • event = connect

○      Define: Agent answered a call

○      param1 - Time to Answer

○      param2 - SIP/Ext

○      param3 - Starbox ID

○      param4 - Agent ID

  • event = abandon

○      Define: Call abandoned by caller

○      param1 - N/A

○      param2 - N/A

○      param3 is the time_to_abandon

○      param4 - N/A

  • event = exitwithkey, exitwithtimeout

○      Define: Caller exited with a key or timed out

○      param1 - N/A

○      param1 - N/A

○      param3 - N/A

○      param4 - time_to_exit

  • event = exitfull, exitempty

○      Define: Exited because queue is full or empty

○      param1 - N/A

○      param1 - N/A

○      param3 - time_to_exit

○      param4 - N/A

  • event = ringnoanswer

○      Define: Call rejected

○      param1 - Ring time

○      param2 - Agent ID

○      param3 - Event Description

○      param4 - N/A

  • event = agentwrapup

○      Define: Call Wrapup event for post-call work

○      param1 - Agent ID

○      param2 - Starbox ID

○      param3 - Begin timestamp

○      param4 - End timestamp

  • event = agentlogin or agentlogoff

○      Define: Call Wrapup event for post-call work

○      param1 - Agent ID

○      param2 - Ext ID

○      param3 - Starbox ID

○      param4 - Timestamp (Login only)

  • event = transfer

○      Define: Call transferred

○      param1 - Agent ID

○      param2 - Seconds

○      param3 - Ext ID

○      param4 - N/A

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