FAQ

Displaying items by tag: starmatic

Saturday, 06 January 2018 10:54

Am I guaranteed a certain number of hours?

Hours are posted weekly and you will book your schedule on a first-come, first-serve basis. For this reason, Arise cannot guarantee a minimum number of hours; however, agents do not usually have any difficulties finding the hours that they want to service.

You can certify for more than one client to ensure a maximum number of hours is available to you.

If you have any other questions, simply type them in the box below.

Published in Pre-Enrollment FAQs

When there are limited available service intervals to schedule, it is recommended that you monitor Starmatic for service intervals which could become available.

During weeks when all service intervals are filled, you will not be negatively impacted for scheduling less than the Statement of Work (SOW) requirement.

The CRM will waive the requirement for the week and no further action is required.

Make your best effort to come as close as possible to fulfilling the Statement of Work (SOW) service intervals requirement.

Simply type your question in the box below and click on Ask.

 

OTHER:

Published in Workers Support
Saturday, 13 May 2017 12:02

Starmatic Swap Feature FAQs

Introduction to Starmatic’s Swap Feature

1) What is swap?
Swap is a feature in Starmatic designed to allow IBs and their CSPs the opportunity to put intervals up for swap with other IBs and their CSPs after the Lockdown Period of 48 hours before your scheduled interval(s).
 

2) When can I swap?
The swap policy allows you to put intervals up for swap after the 48 hour lockdown period, but only up until 2 hours before your scheduled interval(s).
 

3) What is the 48 hour lockdown period?
The lockdown period is the 48 hour period before the start of your scheduled service interval. If you release intervals within that time period, your CA% and SA% will be negatively affected. Intervals released via Starmatic before the 48 hour lockdown period will NOT have a negative impact on your CA% and SA%.
 

4) Do I have to put my interval(s) up for swap if I am within the 48 hour lockdown period?
You do not have to put your interval(s) up for swap, however, it may benefit your CA% if you do so. If you put your interval up for swap, and the interval is picked up by another agent, your CA% and SA% metrics will not be negatively impacted.
 

5) Why can’t I put intervals up for swap before the 48 hour lockdown period?
You are able to release your scheduled intervals before the 48 hour lockdown period without negatively impacting your company’s CA% and SA%. As such, there is no need to use the swap feature if it is 48 hours (or more) before your scheduled interval. Swapping is specifically designed to be used after the 48 hour lockdown period – providing you with an additional opportunity to be relieved of servicing a scheduled interval without negatively impacting CA% and SA%.

Swap Benefits

6) What are the benefits of the swap feature?
Swap allows you to put intervals that you scheduled but may not be able to service into the swap pool and provides other CSPs with an opportunity to pick those intervals up. If the intervals are picked up, you are no longer responsible for the interval and your CA% and SA% will not be negatively impacted.
 

7) What other benefits does the swap policy provide?
The Swap Policy is designed to benefit CSPs by providing enough time for them to know whether or not their interval has been picked up by another CSP – and plan accordingly. This allows more time to you to make arrangements to service an interval if it was not picked up for swap.

Swap Policy

8) Which Client Programs utilize the swap feature?
All client programs utilize the swap feature.
 

9) Does the swap policy apply to Canadian and European client programs too?
The swap feature applies to all Client Programs for the US, Canada and Europe.
 

10) What if my swapped intervals are not picked up?
If your interval is not picked up for swap, you are responsible for servicing that interval. If you do not service that interval, both CA% and SA% will be negatively impacted.
 

11) What if I release my intervals that were not picked up (or successfully swapped)?
If you release your interval, your CA% and SA% will be negatively impacted because you are within the 48 hour lockdown period. However, we request that you release the interval(s) if you know for sure that you will not be able to service it in order to provide other CSPs the opportunity to service.
 

12) What is the difference between swapping and releasing?
Releasing before the 48 hour lockdown period will not negatively impact your CA% and SA%. Releasing after the 48 hour lockdown period will negatively impact CA% and SA%. If you put your intervals up for swap; and it gets picked up, you are no longer responsible for servicing those intervals and therefore your CA% and SA% will not be affected.
 

13) Does swap affect my company’s metrics?
A successful swap does not affect your metrics and therefore your CA% and SA% will not be negatively impacted.
 

14) Will I get a notification when my swapped intervals are picked up?
You will receive an email when your swapped interval is successfully picked up. You will also receive an email approximately two hours prior to the start of the interval if your swapped interval does not get picked up.
 

15) Can I pick up swap intervals that are available instead of urgent service?
Urgent Service hours and swap hours are viewed as available hours and show no difference in Starmatic.

Miscellaneous

16) How many intervals can I put up for swap?
There is no limit to how many intervals you can put up for swap. However, you should keep in mind that while there is no limit to how many intervals you can put up for swap, you are still responsible for servicing the intervals until they are picked up.
 

17) I am trying to put my intervals up for swap but it will not let me. Why is this happening?
If you are trying to put your scheduled interval up for swap and the system is not allowing you to do so, it could be for one of the following reasons:
a. You are releasing before the 48 hour lockdown period and therefore, the swap feature is not available. If you release before the 48 hour lockdown period your CA% is unharmed
b. You are trying to swap within two hours of your scheduled interval, which the swap feature will not allow you to do so. You can only swap after the 48 hour lockdown period and up until two hours before your scheduled interval
 

18) I put my interval(s) up for swap, why is my CA% and SA% so low?
Putting your intervals up for Swap does not automatically relieve you from servicing that interval. You are only relieved from servicing the intervals if the swap was successfully picked up, meaning that another CSP picked up the intervals. It is likely that your CA% and SA% suffered because you put your interval up for swap, it was not picked up, and you did not service it. This will negatively impact your company’s CA% and SA%.

 

SEE ARISE SWAP MANUAL


Example of the updated swap feature:
You are scheduled to service at 4:00 p.m. on Friday, April 3rd:
-You could release the Friday April, 3rd 4:00 p.m. interval at any time before 4:00 p.m. on Wednesday, April 1st – with no impact to your metrics
-You could put up your scheduled interval up for swap up any time after 4:00 pm Wednesday, April 1st until 2:00 p.m. on Friday, April 3rd
– After 2:00 p.m. on Friday, April 3rd, you would not be able to put up your scheduled April 3rd 4:00 p.m. interval for swap
– Between April 3rd 2:00 p.m. and April 3rd 4:00 p.m., you should either make arrangements to go ahead and service that interval as originally scheduled, or release that interval. However, if you release that interval during that time frame, your metrics will be negatively impacted
-Note that for the purposes of this example, we are using the date and interval of April 3rd 4:00 p.m. – 4:30 p.m. This policy applies to all 30-minute intervals as individually scheduled. Meaning that if you were also scheduled to service at 5:00 p.m. on Friday, April 3rd, you would be able to release that interval any time before 5:00 p.m. on Wednesday, April 1st or put it up for swap up until 3:00 p.m. on Friday, April 3rd – and so on.

 

OTHER:

Published in Workers Support

1) What is CA & How is it affected?

CA% (Commitment Adherence) is the time logged in by CSP’s as a percentage of the posted intervals, taking into account the intervals released within the 48-hour lockdown period.

Your CA is affected in the following ways:

  1. Releasing intervals inside lockdown

  2. Logging in late to an interval

  3. Logging out early from an interval

  4. Logging out during an interval

  5. Not showing up for an interval

 

2) How to Schedule in Starmatic?

See other video tutorials

 

3) What are the rules to swap & release?

There are 2 lockdown periods that you need to be aware of.  Make sure you are following these rules to ensure your CA is not affected.  For more information on this topic click on the SWAP button:

  1. 48 Hour Release Rule - so long as you are outside 48 hours of your interval, you can safely Release. Once you are inside 48 hours, ALWAYS CHOOSE SWAP first as most times someone else will pick up your interval from the swap.  Please note that you must ensure your interval(s) are picked up from swap otherwise you are responsible to service that interval.  If you are unable to serve, you will have to take it off Swap then choose to Release.  

  2. 2 Hour Swap Rule - Once you are within 2 hours of the start of your interval, you will no longer be able to swap.  Although the option is still there, it won't accept which will leave you with the option to Release only.

Note:  If you Release an Interval inside Lockdown, your Commitment Adherence (CA%) will be affected.  If you do not release and are unable to service it will be counted as a No Show which may result in a Business Alert (B.A) from Arise.  Avoid No Shows.

4. What to do when I have a technical issue or am not able to service?

5. What should I do if I lose power and/or I am not able to swap/release my interval(s)?:

  1. Try logging onto Starmatic on your mobile device using this link: https://starmatic.arise.com/mobile

  2. In case of power outage, you may call Arise Operations Support: (877) 276-6458

6. My Starmatic is showing me as a No Show for intervals that I serviced - Why?

Please be aware that Starmatic data feeds can take up to 72 hours to properly reflect your serviced time.

If you notice that 3 or more consecutive days are reporting no-show data, please contact Partner Support and open an incident to have your issue researched.

For more information about how to Swap & Release from ARISE, click HERE

See more SWAP FAQ's

 

4) What to do when I have a technical issue before or while servicing?

If you are experiencing a technical issue involving the VPN and/or a client application, you MUST visit Arise Tech Support Chat for assistance.  They will provide you with an INC# to log your issue.  Always get an INC# before or after your intervals so you can submit a waiver. WIthout a waiver, your CA will begin to drop.

* If you are scheduled to service, we recommend that you release your intervals as you go.  This means if you're scheduled to service at 1pm - 2pm, release the 1 pm interval at 12:50 if you are still waiting on tech support to assist you.  If you are still with tech support at 1:20, you can release the 1:30 interval.  Do not release the 1:30 interval at 12:50 just in case tech support fixes the issue and you would be able to service at 1:30.  Also, if you release too far ahead, you may not be approved for a Waiver for those intervals as they would say the issue was fixed before then.  By releasing last 10 minutes it allows other CSPs the opportunity to pick those intervals up and service them.  Make a post in your respective Glip room for your client to advise everyone of the intervals your releasing. 

You ABSOLUTELY MUST submit Waiver within 24 hours of receiving this INC# in order for any intervals you released and/or were unable to service as a result of this issue.  If you do not do this, your CA will be hit.

If your technical issue is a 'personal' issue such as your internet isn't working, your home phone or power is out, unfortunately, Arise will not approve a Waiver

 

5) When Are Waivers Issued/Approved:

Please note that waivers are issued for matters related to the Arise platform or a Client’s system only. Personal issues, such as illness, family matters, inclement weather in your area, local power or internet outages, equipment issues or mistakes in servicing incorrect intervals will not be covered by waivers. It takes Arise 3 days to review and respond to waivers.

Global Presence Solutions or Arise does not pay for incidents caused by personal issues as described above.

 

6) How to Submit a Waiver: 

 

 

  1. Log onto the Arise Portal

  2. Hover over Support on the top menu bar and select Incident Status

  3. Login using your Portal Login & Password (note if this does not work, you will have to reset your Portal password by going to your Profile).

  4. On the left of the screen select Report an Incident

  5. Enter your CSP ID or your Name 

  6. Enter your client name (Reliance Home Comfort, Intuit or Interval International)
  7. Select Category: Waiver Request

  8. Enter your INC# in the Technical Support Incident Number field (including the "INC")

  9. If your SOW shows "CERT" (typically for RHC CSPs in their first month), choose Certification SOW otherwise choose Production.

  10. Select Date of Missed Intervals

  11. Enter time for missed/released interval(s), list all including AM or PM & the time zone.

 

7) What should I do if I lose power and/or I am not able to swap/release my interval(s)?:

  1. Try logging onto Starmatic on your mobile device using this link: https://starmatic.arise.com/mobile

  2. In case of power outage, you may call Arise Operations Support: (877) 276-6458

 

8) My Starmatic is showing me as a No Show for intervals that I serviced - Why?

Please be aware that Starmatic data feeds can take up to 72 hours to properly reflect your serviced time.
If you notice that 3 or more consecutive days are reporting no-show data, please contact Partner Support and open an incident to have your issue researched.

 

9) What is the STAR Incentive Program? 

In addition to the Base Service Revenue, you may earn additional revenue by meeting the Performance Requirements applicable to the number of Stars earned.  Refer to the SOW Requirements table on the Pre-Select page on how to earn stars.

 

OTHER:

Published in Workers Support