Contact Center Team Hub
For Northstar contact-center agents and leads across locations.
Use this hub to find guidance for queues, quality, schedules, and coaching. Northstar is a fictional company; examples on these pages illustrate useful content and are not company policy.
Queue assignments, service expectations, quality criteria, and local procedures can differ by team, role, or location. Confirm the current guidance with your lead or the approved local source before acting on it.
Go to the work area you need
Choose a topic for guidance and next steps.
Queues & Service Levels
Understand where to check current queue guidance and how to handle a handoff.
Quality
Find the quality criteria and review guidance that apply to your team.
Schedules
Open Shifts & Scheduling for your schedule and schedule tasks.
Coaching
See a practical example of coaching preparation and follow-up.
Use Shifts & Scheduling for schedule tasks
This hub explains where to go; it does not view or change your shifts.
- Open the Shifts & Scheduling app to view your schedule or complete schedule tasks available to your role.
The app connection must be configured for your Northstar environment after installation.