Five9 Workforce Management

Align agents to calls to improve call center efficiency

Five9 Workforce Management helps you align agents to calls by improving your ability to forecast call traffic, scheduling your agents to handle that traffic and empowering the agents to manage their time more effectively. The Workforce Management product is the only integrated WFM solution on the market, and we do all the heavy lifting for you by providing the software as a service. It’s an add-on option reasonably priced at a fraction of the cost of a Five9 license, at $50 a seat per month.

Five9 Workforce Management enables an ongoing process of staff planning in support of call center operations, aligning your agents to your call traffic. Forecasting allows you to quickly and easily create call volume and agent staffing requirement forecasts based on historical data automatically collected from the Five9 system. The historical call volume and handle time data is collected for each skill every 15 minutes. Once you’ve established your staffing requirements, you can rapidly generate schedules based on your rules for shifts, working hours, breaks, meals, vacations, and days off. Once your schedules are finalized, you can compare your plans vs. actual call center operations in real time, including agents’ adherence to their schedules. The agent adherence features are powered by a real-time feed from the Five9 Virtual Call Center Suite that updates agent status information every 5 seconds.

Five9 WFM Diagram

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