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Five9 Virtual Contact Center - Cloud Contact Center · PDF fileFive9 is the leading provider of cloud contact center software, ... Description of Dashboard Widgets ... and social media

Jun 12, 2018

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  • Cloud Contact Center Software

    Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright 2018 Five9, Inc.

    Five9 Virtual Contact CenterDashboards and Reports Users Guide

    May 2018

    Five9 dashboards and reports enable you to compile and display detailed performance information about your contact center.

  • ii Dashboards and Reports Users Guide

    About Five9

    Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information, visit www.five9.com.

    Trademarks

    Five9Five9 LogoFive9 SoCoCareFive9 Connect

  • iii Dashboards and Reports Users Guide

    Contents

    Whats New............................................................................................................................ vii

    Chapter 1Using Reports .......................................................................................................................... 1Standard Reports ..................................................................................................................................... 3Custom Reports ....................................................................................................................................... 5Scheduled Reports.................................................................................................................................... 5Recent Reports........................................................................................................................................ 6Canned Reports ....................................................................................................................................... 6Social Reports ......................................................................................................................................... 7

    Chapter 2Creating and Customizing Reports................................................................................................. 8Creating Report Folders ............................................................................................................................. 8Creating Reports ...................................................................................................................................... 9

    Selecting the Type of Data.................................................................................................................... 10Selecting the Report Layout .................................................................................................................. 11Selecting Report Data.......................................................................................................................... 12Selecting the Sorting Order of the Columns ................................................................................................ 13Adding Calculated Values ..................................................................................................................... 13Defining the Order and Grouping Report Data ............................................................................................. 15Selecting Display Criteria and Filters........................................................................................................ 15Generating Reports............................................................................................................................. 18

    Adding Charts to Reports ........................................................................................................................... 19Saving Reports ....................................................................................................................................... 23Exporting Reports.................................................................................................................................... 23Scheduling Reports .................................................................................................................................. 24

    Creating the Schedule ......................................................................................................................... 25Emailing Reports to an FTP Server ........................................................................................................... 27

  • iv Dashboards and Reports Users Guide

    Handling Errors.................................................................................................................................. 30Exporting Contacts from Reports to Lists ........................................................................................................ 31

    Updating a List .................................................................................................................................. 31Scheduling the List Update.................................................................................................................... 32

    Chapter 3Creating and Editing Dashboards..................................................................................................34Viewing Dashboard Options ........................................................................................................................ 35Creating a Custom Dashboard ..................................................................................................................... 35Customizing Your Dashboard....................................................................................................................... 37Description of Dashboard Widgets ................................................................................................................ 39

    Text Media Widgets ............................................................................................................................ 39Agents SLA .................................................................................................................................. 40Clusters Summary.......................................................................................................................... 41Groups SLA.................................................................................................................................. 42Outreach Summary ........................................................................................................................ 43Profile Summary ........................................................................................................................... 44Spam Summary ............................................................................................................................. 45Top Sources by Sentiment................................................................................................................ 46Top Voices Widget ......................................................................................................................... 47Trending Topics ............................................................................................................................ 48Volume Trend .............................................................................................................................. 49Workload Summary ........................................................................................................................ 50

    Voice Media Widgets ........................................................................................................................... 51ACD Status .................................................................................................................................. 53Agent Idle Time ............................................................................................................................ 54Agent Metrics............................................................................................................................... 55Agent Statistics ............................................................................................................................ 56Agent Status Grid .......................................................................................................................... 57Call Time by Agent Group ................................................................................................................ 58Campaign Handled vs Abandoned Calls ................................................................................................ 59Inbound Campaign Statistics ............................................................................................................. 60

    Appendix ADescription of Standard and Social Reports..................................................................................... 61Standard Reports .................................................................................................................................... 61

    ACD Queue

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