Call Center Metrics: Reporting & Analytics

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Get Prescriptive, Actionable Insights

The heart of every contact center is the ability to measure and monitor the performance of the business. That’s why Five9 provides easy access to the information 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 agent performance, gain insight, share successes with management, and take action on problems.

Five9 Performance Dashboard provides real-time business performance metrics in a role-based, visually dynamic medium that can target agents, supervisors and executives with the right critical data from disparate systems like CRM, WFO, contact center and other technologies. Monitor the contact center, manage agents and queues, and respond quickly to changing conditions.

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. Get the complete picture with more than 100 standard reports.

Five9 Supervisor Plus provides a state of the art, user-centric design for supervisors placing real-time omnichannel statistics at their fingertips and enabling rapid response to changing business needs.

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 Supervisor Plus provides a state of the art, user-centric design for supervisors placing real-time omnichannel statistics at their fingertips. Chat with agents and other supervisors, and enable rapid response to changing business needs.

Performance Dashboard

Performance Dashboard

All dashboards are 100% browser based with no required downloads. This means agents anywhere can operate as part of a global contact center operation and view metrics on a “wallboard” as though they were sitting in a common physical contact center. Agents, supervisors, administrators, and line of business managers can view operation metrics, key performance indicators and service-level agreement statistics.

With the multi-role dashboards, you can view operation metrics, key performance indicators and service-level agreement statistics. It helps everybody that plays a role in your customer service or sales operation understand exactly where the team stands, moment by moment, 24/7.

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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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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