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Call Center Metrics: Reporting & Analytics

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Get High-Quality, Actionable Insights

Five9 provides easy access to the reports you need to monitor the key statistics of your contact center and develop operational insights for process improvement. Using Five9, you have access to real-time and historical data based on contact center best practices. Measure performance, gain insight, share successes with management, and take action on problems. Get the complete picture with more than 100 standard reports.

Five9 historical reporting includes a variety of advanced customizations including report templates, data columns, grouping, filtering, sorting, and time periods. Tailor reports to your needs and always have access to the latest relevant information you need to make critical decisions for your contact center operations.

Five9 real-time reporting provides statistical and key performance indicators (KPIs) so that supervisors can effectively monitor the contact center, manage agents and queues, and accelerate responses to changing conditions. Five9 Supervisor Dashboard enables you to set thresholds and alerts on real-time statistics like ACD queues, agents, campaigns, and lists.

Based on studies conducted by the Aberdeen Group (Source)

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Historical Reporting

Tailor reports to your unique needs and stay up-to- date on contact center metrics. Share information easily with key stakeholders using report scheduling, FTP, and sharing.

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Real-Time Reporting

Monitor the contact center, manage agents and queues, and accelerate responses to changing conditions. See what’s happening in real-time whether your agents are nearby or across the world.

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Supervisor Application

Five9’s Supervisor App for iPad enables supervisors to manage agents from anywhere. View real-time statistics, chat with agents and supervisors, and keep operational control at your fingertips.

The reporting tools within Five9 ignited our thinking to make changes to create a truly differentiated customer experience.
Jeff Huffnagle
Director of Telecommunications, Medical Alert

Solution Brief: Reporting

Find out how Five9 can help you monitor and measure key contact center statistics while developing operational insights for process improvement. The Five9 Reporting solution delivers both real-time and historical insights based on contact center best practices.

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Case Study: Medical Alert

Medical Alert looks to the cloud for smarter sales campaigns, tools to forecast call volume, and application integration.

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Gain access to all contact center resources, such as demos, white papers, data sheets, and more.

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Call Center Reporting & Analytics Features

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Real-Time Statistics via Five9 Supervisor Application

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Dashboards for Real-Time Monitoring & Alerts

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More Than 100 Historical Reports

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Robust Graphical & Customization Capabilities

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Monitor Agent & Department-Level Performance

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Monitor IVR & Interaction Queue Activity

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Access List & Campaign Statistics

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See Agent State & ACD Status

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View Call Logs

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Access IVR Paths & Scripts

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Monitor ACD Queues

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Omnichannel Integrated Agent Performance

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Omnichannel Integrated Campaign Statistics

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Access Customer Feedback

Boost Productivity With Five9

Stop wasting time on manual dialing and managing leads. Five9 Outbound Contact Center automates lead and campaign management, so you can create an automated marketing and sales funnel that achieves your outbound goals.

Prospecting

Predictive dialing connects agents only to live prospects, maximizing calling efficiency.

Qualifying

Use list priorities and ratios, so your agents can focus on their most qualified leads.

Nurturing

Automate agent callbacks using the Disposition Timer and redial feature.

Converting

Leverage workflow rules with time-of-day triggers to manage agents and campaigns.

Why Choose Five9

Industry Leadership

Monthly or annual pricing with no long-term contracts.

Reliability

Powerful, scalable, and secure cloud solutions.

Industry Leadership

Recognized by Gartner as a leader in Contact Centers.

CRM Integration

Integrate with all the leading CRM packages.

Cloud Platform

All you need is a computer, a headset, and Internet.

Call 1-800-553-8159 for More Information