Call Centre 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 centre and develop operational insights for process improvement. Using Five9, you have access to real-time and historical data based on contact centre 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 customisations such as 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 centre operations.
Five9 real-time reporting provides statistical and Key Performance Indicators (KPIs) so that supervisors can effectively monitor the contact centre, 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)
Historical Reporting
Tailor reports to your unique needs and stay up-to- date on contact centre metrics. Share information easily with key stakeholders using report scheduling, FTP and sharing.
Real-Time Reporting
Monitor the contact centre, 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.
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.
Solution Brief: Reporting
Find out how Five9 can help you monitor and measure key contact centre statistics while developing operational insights for process improvement. The Five9 Reporting solution delivers both real-time and historical insights based on contact centre 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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Call Center Reporting & Analytics Features
Real-Time Statistics via Five9 Supervisor Application
Dashboards for Real-Time Monitoring & Alerts
More Than 100 Historical Reports
Robust Graphical & Customisation Capabilities
Monitor Agent & Department-Level Performance
Monitor IVR & Interaction Queue Activity
Access List & Campaign Statistics
See Agent State & ACD Status
View Call Logs
Access IVR Paths & Scripts
Monitor ACD Queues
Omnichannel Integrated Agent Performance
Omnichannel Integrated Campaign Statistics
Access Customer Feedback
Boost Productivity With Five9
Stop wasting time on manual dialling and managing leads. Five9 Outbound Contact Centre automates lead and campaign management, so you can create an automated marketing and sales funnel that achieves your outbound goals.
Prospecting
Predictive dialling connects agents only to live prospects, maximising 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
Call +44 203 318 7902 for More Information