Agent Recorded Training

Five9 Agent Recorded Training

View this recorded training to learn how to use the Five9 Agent application to process calls. Select a topic from the links below.

Intended for Agents learning how to use the Five9 system to process calls, as well as Administrators and Supervisors that need to understand the options available to agents.

Five9 Agent Recorded Training
Getting Started Login, softphone connection, restarting the agent station, using the agent interface, configuing the softphone ring options.
Processing Calls Receiving and processing calls from inbound and outbound campaigns, making a manual call, internal calls to agents and skill groups, transferring calls, conference calls, parking calls, using worksheets and scripts.
Managing Callbacks Scheduling a callback, callback reminders, managing callbacks.
Agent Voicemail Setting the voicemail greeting, personal voicemail, processing skill group voicemail.
Managing Contacts Agent session history, contact management, finding contact records.
Messaging Communicating with other users, using chat.
Playing Audio Files How to play pre-recorded messages while on a call. Playing messages to answering machines.
Using Reason Codes Using on-break and logout Reason Codes.