Reporting and Analytics
Change the way you visualise and act on contact centre metrics.
Five9 provides a comprehensive set of real-time and historical reporting tools based on best practices from hundreds of contact centres. Get a complete picture of your contact centre performance and gain actionable insights that let you consistently achieve operational and strategic goals.
Data-Driven Decisions to Optimise Contact Centre Performance
Get information you need to measure metrics daily, monthly, quarterly, or annually – and to make adjustments when necessary. Track trends to gain actionable insights and credible data to help support strategic changes that require executive buy-in. Five9 reporting helps you manage multiple physical contact centres, agents who work from home, or a combination of agents around the globe as a single virtual contact centre.
Make Good Decisions with Good Data
Gain rapid insights with over 120 easy to use out-of-the-box reports based on operational and business best practices.
Tailor reports to meet your unique needs by customising standard reports or building them from the ground up.
See what’s happening in real time whether your agents are nearby or across the world and react quickly to changing conditions.
- Over 120 standard historical reports
- Agent and department level views
- IVR and queue views
- Agent state and ACD views
- Custom reports
- Real-time reports
- Visualisations and flexible layout options
- Dashboards and wallboards
- Omnichannel metrics
- Scheduled reports
- Sharing options (HTML, PDF, RTF, CSV)
- Update lists automatically
The reporting tools within Five9 ignited our thinking to make changes to create a truly differentiated customer experience.
Resources To Help You Get Started
Study Penn Foster Success Story
Penn Foster selected Five9 for its tight integration with Oracle and their strong reputation in the industry as a company that understands the needs of the contact centre.
Medical Alert Success Story
Five9 allowed Medical Alert to implement smarter sales campaigns, forecasting tools, and the ability to integrate with other applications.
Five9 Reporting delivers both real-time and historical insights based on contact centre best practices to give you a complete picture of your contact centre performance.