Five9 Webinar Agent Admin Sup Quick Tour COMPLETE
The Five
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backward or forward through the presentationAgenda
- Solution Overview • Five9 Agent Interface • Five9 Administrator Interface • Five9 Supervisor Interface • Example Reports • Technical Requirements
About the Five Solution
• The Five9 Virtual Contact Center was built
from the ground up to be fast and simple to deploy, easy to learn, scalable and geographically independent
Low Entry Costs
Ease of Configuration and Management
Straightforward and robust user interface
Short Deployment Period
The Five
Provides all the benefits of a premise-based ACD WITH no hardware, no software, no phone lines!
- On-demand, VoIP hosted solution
• Offers complete telephony
functionality- Provides capacity on demand
- Fast ROI
Example Deployment – Softphone Customer
to be serviced
- ACD/IVR
- CTI
- Dialer
- Reporting
- VoIP Server •PSTN Gateway
Public Public Network
Network Inbound/ Outbound PSTN Calls
The Five9 Data Center houses all of the VCC technology, servers, databases, and the telco and Internet connections. The major contact center components are:
Leveraging Five9 VoIP, Agents can be located anywhere in the world and connect to Five9 with NO toll charges…
Because Five9 provides all the phone lines, customers do not need to purchase (or wait for) any additional lines from their telco carrier
Between the Data Center and your agents, Five9 manages both voice and CTI traffic via your Internet connection (bandwidth requirements are about 50K With a USB headset, the Five9 Agent Desktop includes all call controls and a Softphone – no other hardware is required
And Five9 Agents can be located anywhere there is a broadband connection and appear as if they are all part of the same Contact Center
VCC Data Center Five9 Voice and CTI Traffic Internet Internet Internet Router Cable Modem, DSL Router, etc. Five9 Home Agent Five9 Agent 1 Five9 Agent 2 Five9 Agent 3
Five9 Demo Agents control their availability and can go from “On Break”… …to “Ready” with just one click
Options to put the call on Hold, Chat with other agents, and Record live calls are built into the agent interface… …including a built-in PC- Based Softphone And with the built in Contact Manager, contact information fields can be customized to display the correct field values
(in this demo, all fields from email through case ID are custom fields)
The interface also includes an area for Agents to make and save notes Five9 Agents can also transfer to other Agents, Skill Groups, even to 3 rd party numbers for verification services or for hot lead transfers
Five9 Agent Call Arrival Notification
Agent is in “Ready” state as call arrives…
Five9 Agent Call Arrival Notification
When a new call arrives, the Call Notification Screen pop is automatically launched with the caller’s contact information (if available) The Call Notification Screen pop will also display which Campaign the call is coming from (useful when agents are taking calls from multiple Campaigns) The Five9 CTI Server will also display if it is an Inbound call or if it was generated buy the Five9 Outbound Dialer For Inbound calls, if there is a match for the Caller ID (ANI), Five9 will automatically display all of the available contact information For calls generated by the Five9 Dialer, the system will automatically screen pop the contact/list data that was uploaded when you created your outbound telemarketing lists
Five9 Agent Dynamic Scripting
Each Five9 Campaign can be customized with a unique Script that will automatically launch when the call arrives Scripts can be created in plain text or HTML and can have data from the customer contact information dynamically inserted into the content Five9 also includes a question & answer Worksheet utility for Five9 Agent collecting customer information. Both questions and answers can be customized to fit the flow of conversation and to collect the Dynamic Scripting correct customer input. In this case, if the customer says Possible customer answers “YES”, the system will skip to the can be selected from pre- next qualifying question. If they say programmed options, and “NO”, it will skip to a question different answers can be asking how much their taxes and customized to lead to insurance cost separate questions based on data collection/qualification requirements
Five9 Agent Callback Scheduler
If a caller requests that an agent contact them at a later date, Five9 includes a built-in Callback Scheduler The Callback Scheduler At the scheduled time, that lets an agent pick a time Agent will be notified they Five9 Agent and date to call the have a scheduled call and customer back can simply click to initiate the Callback. Callback Scheduler
Five9 Agent Call Dispositions
Five9 Agent Call Dispositions When the call is completed, the agent must select from a list of result codes, or “Dispositions” created by the Administrator.
As shown in the Administrator session, most customers use the Five9 Dispositions to generate custom reports that focus on the specific call results they want to review or export
Five9 Administrator Interface
The Five9 Administrator is designed like Windows Explorer for ease-of-use
The navigation folders give you easy access the various different Contact Center components
Five9 Administrator Interface User Management
Administrators also have “Big Brother” Administrators can even access to agent move voicemail voicemail and to any messages from one calls that the system or agent to another agent has recorded Agents can be members of both Inbound and The User Folder shows Outbound Campaigns at User Management all current users and the same time (also known includes the ability to what “Skill Groups” they as “Blended Agent”) add or remove agent belong to features (e.g. you can turn off their ability to make personal calls, or to record conversations, etc.)
Five9 Administrator Interface List Upload Example
To load a new list, select Files can be accessed Then line up the columns “Add List” and give the right off your desktop Five9 has made it simple to from your list with the fields list a name load telemarking lists into that will be presented to the Dialer with only a few your agent (mapping the clicks
Five9 Telemarketing
fields insures the data will The system will load all the appear in the right area on Simply select the file new records and automatically the Agent Desktop) you want to upload Select “Import” and remove duplicates based on
List Upload Example
choose the type of file the phone number you wish to import (e.g. comma delimited or “.csv” is most common) Click “OK” and the list will be imported
Five9 Administrator Interface Dispositions
Five9 Administrator Interface Dispositions
The Five9 Agent application requires every agent to select a Disposition (or “Call Result”) at the end of each call These dispositions may be customized to meet each customer’s unique reporting requirements Most customers use the Five9 Dispositions to generate custom reports that focus on the specific call results they want to review or export Five9 Dispositions also include custom “behind the scenes” actions such as automatically sending an email with all the call details to a supervisor
Five9 Administrator Interface Campaigns
Five9 Campaigns refer to the routing intelligence behind and outbound telemarketing project Multiple campaigns with different lists and routing rules can run simultaneously (even if they target the same agents) Campaigns can be set up to automatically record a portion of the active calls (100% recording is also available) You can throttle the Five9 Predictive Dialer’s call pacing in real time by changing the Call To Agent Ratio … Or the Five9 system can monitor your dropped call percentage for you (e.g. to help automate FCC abandoned call rate compliance) The Five9 Predictive Dialer also includes enhanced Answering Machine detection which lets you control the sensitivity to minimize the delay between reaching a live contact and bridging the call to an available agent Multiple lists may be loaded into an outbound campaign. You can program the number of times you want to try a number and even what Caller ID (ANI) you would like to show. For each separate Campaign, specific Skill Groups may be targeted to receive live contacts And custom Dispositions may be selected for each separate Campaign The Five9 system also includes customer Agent Scripting options including dynamic question and answer Worksheets
Five9 Administrator Interface Profiles
Five9 Profiles may be used to customize Campaign characteristics You can set the number of times you want a campaign to try a number if it gets a busy signal or an answering machine You can customize the Caller
ID, or “ANI”, that you want to show to the contacts you are calling You can even apply Time Zone rules to make sure the system does not dial a number unless it is within the acceptable daytime calling hours
Five9 Administrator Interface Profiles
Five9 Administrator Interface Inbound Call Routing
“Thank you for calling. Please
The Five9 Virtual Contact Center
press “1” to be connected with
Calls can be then routed to includes a robust ACD and IVR
sales, “2” to connect with
different Agent Skill Groups based for intelligent routing of inbound
customer support, and “3” if
on customer input (e.g. “Press “1” (or outbound) calls to the correct
you have questions about our
for Sales, “2” for Service”)
warranty program” agent. The interface includes an
easy-to-use call flow that is configured like a simple flow- chart.
Queue times, secondary and tertiary queues, and additional prompts can be managed in real-time from any desktop
Prompts can be recorded right at the desktop and loaded in real- time…for example:
The Five
Five9 Supervisor Interface Agent Monitoring
The Five9 Supervisor The Supervisor can right-click on Interface displays a real- any agent to get more details time view of all critical about their scheduled callbacks, Contact Center Statistics or even details for every call for the current session… Supervisors can always This agent has just changed from “On The session history shows the agent talk view the current “State” of Break” to “ On Call”. When an agent Supervisors can also listen to active time, wrap-up time, and even the each of their agents changes their status, the supervisor can agent calls as a silent observer (and they disposition for every call taken or made observe the agent’s new state, who they can coach agents on live calls via the during the agent’s current session are in a session with, and how long they built-in chat utility) have been in that state (e.g. time on current call or time on break).
Five9 Supervisor Interface Agent and Queue Stats
Aggregated agent statistics are also dynamically calculated and displayed in real-time, including total calls, average call length, talk time, Wrap-up time, and Break Time The Supervisor can also click on an agent to drill into an agent’s stats to see their disposition totals and call totals Supervisors can also send broadcast messages out to all agents to notify them of events such as queue status For inbound calls, the system will also display the number of calls in queue as well as the number agents available in a given skill group
Five9 Supervisor Interface Campaign Manager
The Campaign tab displays real-time details on the current status of each of your Five9 Campaigns For outbound dialing, Five9 also includes a special campaign manager that shows the how many numbers are still available to dial (e.g. numbers that have not reached their retry count or have not been Data displayed includes the total And a real-time view of your dropped- dispositioned by an agent) number of calls made or received call percentage
The Five9 Supervisor The Supervisor can right-click on Interface displays a real- any agent to get more details time view of all critical about their scheduled callbacks, Contact Center Statistics or even details for every call for the current session… Supervisors can always This agent has just changed from “On The session history shows the agent talk view the current “State” of Break” to “ On Call”. When an agent Supervisors can also listen to active time, wrap-up time, and even the each of their agents changes their status, the supervisor can agent calls as a silent observer (and they disposition for every call taken or made observe the agent’s new state, who they can coach agents on live calls via the during the agent’s current session are in a session with, and how long they built-in chat utility) have been in that state (e.g. time on current call or time on break).
Five9 Supervisor Interface Reports
Example Report types include: Five9 comes with 46 customizable reports that are accessible at any time
Agent Hours Showing total hours from either the Supervisor or logged in – often used for agent Administrator Interface. payroll
Campaign Performance showing service levels based on hold time
Disposition Summaries by Day, Agent, or Campaign
Reports are customized at the time you run them… And which specific campaign First you simply pick the time You can further customize period you want by selecting reports by selecting which the desired dates and times agents you want to run the And which exact dispositions you When you are done setting the report for (or select all) want to see (this is often the criteria, the report can be exported primary criteria – e.g. “how many right into a spreadsheet or a closed sales have we made in the template for further customization past 48 hours?”
Five9 Supervisor Interface Reports Exported reports contain every call detail from call length and hold time to skill group And when using Five9’s Contact Manager, all customer data may be exported as well – from the Even the answers to the questions ANI (their caller ID) to any posed using the Five9 Worksheet can be comments the agent made in the exported as part of the same record Five9 Comments field
Five9 Supervisor Interface Example Report: CampaignPerformance1
Along with what percentage of the calls were answered within the Campaign Performance analysis The longest hold time for each specified service level (in the shows talk, handle, and hold time time period is also displayed… case, the service level is set to 30 in both averages and totals… seconds)
System Requirements
Agent Workstation
- Processor: Pentium III 800MHz or greater
- Memory: 256Mbps or greater
Headset:
- Plantronics DSP 400 or 500
- Available for under $40 US at:
Software
- Java 2 Runtime Environment v1.4.2_10
- Internet Explorer 6
- Microsoft Windows 2000 or XP
Internet Bandwidth
- 50kbps per agent (cable, DSL – dial-up not supported)
- Includes CTI, data and voice traffic
- Five9 recommends Internap as a Service Provider
Internap supports the prioritization of Five9 voice traffic for the best possible connection to the Five9 data center
- - Thank You -
Contact Five9, Inc.
www.five9.com