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Call Centre Metrics: Reporting & Analytics

Monitor and Measure Performance

Actionable Insights
The Five9 reporting application provides easy access to the reports you need. Monitor and measure the key statistics of your contact centre and develop operational insights for process improvement. Five9 delivers real-time and historical data based on contact centre best practices.
Reporting & Analytics Overview
Get the Complete Picture
Know your numbers: It’s a critical part of contact centre management. Five9 historical reporting gives you everything you need to review and measure performance, gain insight, share successes with management, and take action before a problem gets out of control. Get the complete picture with more than 100 standard reports based on best practices from hundreds of contact centres.
Robust Custom Reporting
We know that every business is different. That's why Five9 historical reporting includes a variety of advanced customization options including:

  • Report templates
  • Data columns
  • Grouping
  • Filtering and sorting
  • Time periods

With our custom capabilities, you can tailor reports to your needs and always have up-to-date access to the relevant information you need to make critical contact centre operations decisions. Plus, it's easy to share information with key stakeholders using our report scheduling, FTP, and sharing.
Real-Time Monitoring & Reporting
Real-time reports provide statistics and key performance indicators (KPIs), so that supervisors can more effectively monitor the contact centre, manage agents and queues, and accelerate responses to changing conditions. Keep a finger on the pulse of your contact centre operation with the Five9 Supervisor Dashboard, which enables you to set thresholds and alerts on real-time statistics like ACD queues, agents, campaigns, and lists. Create personalized dashboards in minutes without any training or IT assistance. See what’s happening in real-time—whether you are in the same building as your agents or you’re halfway around the world.
Five9 Supervisor Application
The Five9 Supervisor application provides a comprehensive selection of real-time statistics for blended, inbound, and outbound contact centres that supervisors can include in their monitoring interface.

  • Color code and customize your alarms
  • See at a glance where queues are backing up
  • Quickly identify problems with agent performance
  • Join a call in just one click
  • Monitor, whisper coach, or barge into live phone calls

Manage Operations On the Go
The Five9 Supervisor App for iPad enables supervisors to manage agents while walking the aisles of the contact centre or from anywhere in the world:

  • View real-time agent, queue, and campaign statistics
  • Chat with agents and other supervisors
  • Enjoy increased efficiency by mobilizing supervisors and keeping operational control at their fingertips

Medical Alert

Emergency Monitoring Devices

With Five9, I don’t worry about the telephony side of our business. We have full, feature-rich capabilities, and we can scale on a moment’s notice. That’s just the situation you want to be in.

Joe Huffnagle
Director of Telecommunications, Medical Alert

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

Read Case Study

Learn More About Call Centre Metrics & Analytics

Data Sheet: Supervisor App for iPad

Learn how Five9 helps supervisors better monitor, manage, and multitask from anywhere.

Solution Brief: Reporting

The Reporting Solution Brief provides an overview of the Five9 historical and real-time reporting and monitoring capabilities.