Agents Guide

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Cloud Contact Center

Software

Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands maybe claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to changewithout notice, and are provided without warranty of any kind, express or implied. Copyright © 2015 Five9, Inc.

Five9 Virtual Contact Center Agent’s Guide

September 2015

This guide describes how to receive and process calls and textual

interactions and use tools, such as scripts, worksheets, voicemail, and chat.



ii Agent’s Guide

About Five9

Five9 is the leading provider of cloud contact center software, bringing the power of the

cloud to thousands of customers and facilitating more than three billion customer

interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers,

delivering software to help organizations of every size transition from premise-based

software to the cloud. With its extensive expertise, technology, and ecosystem of

partners, Five9 delivers secure, reliable, scalable cloud contact center software to help

businesses create exceptional customer experiences, increase agent productivity and

deliver tangible results. For more information visit www.five9.com.

Trademarks

Five9®

Five9 Logo

Five9® SoCoCare™

Five9® Connect™



iii Agent’s Guide

Contents

What’s New in the VCC Agent Guide ............................................... viii

Chapter 1Introduction to the Five9 Agent Application ........................................1Outbound Calling Overview ........................................................................ 1

Preview Dial Campaigns Overview ................................................................ 1

Inbound Calls Overview............................................................................. 2

Agent Skills Overview ............................................................................... 2

Scripts and Assistance Overview .................................................................. 2

Callbacks Overview.................................................................................. 2

Call Wrap-up Overview ............................................................................. 2

Agent Desktop Screen............................................................................... 3

Top Menu and Toolbar ......................................................................... 4

Navigation Bar................................................................................... 5

Main Window Area .............................................................................. 6

Status Bar ........................................................................................ 7

Agent Window Views ................................................................................ 8

Summary Views of the Agent Desktop ....................................................... 8Voice Media Summary.......................................................................... 8

Text Media Summary ........................................................................... 9

Current Call Screen............................................................................ 11

Callbacks Screen ............................................................................... 12

Messaging Screen .............................................................................. 12

Voicemail Screen .............................................................................. 13

Media Stream Screens......................................................................... 14

Session History Screen ........................................................................ 15

Contacts (CRM) Screen........................................................................ 16

Agent Embedded Web Browser ................................................................... 17

Chapter 2Managing Your Agent Station ......................................................... 18Logging into Your Agent Station.................................................................. 18

Selecting a Skill Group............................................................................. 21

Restarting your Station ............................................................................ 22

Changing Your Password........................................................................... 23

Setting Phone Options ............................................................................. 25

Sound Settings.................................................................................. 26

Automatically Answering Calls............................................................... 28

Softphone ....................................................................................... 29

Volume Control and Signal Quality.......................................................... 29



iv Agent’s Guide

Volume Control............................................................................ 29

Signal Quality Meter ...................................................................... 31

Testing Voice Connectivity ................................................................... 31

Echo Call ................................................................................... 31

Voice Connectivity Test.................................................................. 32

Setting Your User Status........................................................................... 37

Logging Out ..................................................................................... 38

Viewing Call History................................................................................ 40

Agent Station Access During Domain Maintenance ............................................ 40

Maintenance Moves, Geographical Redundancy and

Your Agent Station ............................................................................ 41

Notifications for Agents Working in Domains with

Geographical Redundancy Configured...................................................... 41

Chapter 3Processing Calls.......................................................................... 43Making Test Calls ................................................................................... 43

Making Manual Calls in a Standard Five9 Domain .............................................. 45

Using Campaign Features.......................................................................... 47

Campaign Types................................................................................ 47

Outbound Campaigns..................................................................... 47

Inbound Campaigns ....................................................................... 47

Autodial Campaigns ...................................................................... 48

Scripts ........................................................................................... 48

Worksheets ..................................................................................... 48

Completing the Worksheet .............................................................. 48

Dispositions ..................................................................................... 49Preview Campaigns............................................................................ 50

Contact Redial Time .......................................................................... 51

Recordings ...................................................................................... 52

Receiving Calls ...................................................................................... 52

Processing Calls from Standard Five9 Domains ................................................ 55

Processing Calls from Five9 TCPA Domains ..................................................... 59

Previewing Contact Records in Five9 TCPA Domains ..................................... 59

Dialing External Numbers in a Five9 TCPA Domain ....................................... 60

Previewing Calls in Standard Five9 Domains ................................................... 62

Calling the Contact in the Current Record ................................................ 67

Skipping the Contact Record.................................................................69

Recording Calls...................................................................................... 69

Making Conference Calls........................................................................... 70Selecting Conference Participants from a List ............................................ 71

Adding Parked Users to a Conference ...................................................... 73

Leaving a Conference ......................................................................... 73

Transferring Calls................................................................................... 74

Managing Parked Calls ............................................................................. 76

Selecting Contact Records ........................................................................ 78

Selecting a Contact Among Many that Share the Same Phone Number ...............78

Associating a Call with a Contact ........................................................... 79



v Agent’s Guide

Creating a Contact Record for the Call .................................................... 81

Working with Do Not Call Numbers .............................................................. 82

Adding a Number to the DNC List ........................................................... 82

Using a Disposition to Add a Number to the List.......................................... 83

Dialing DNC-Listed Numbers ................................................................. 84

Ending Calls.......................................................................................... 84

Ending a Call ................................................................................... 84

Hanging Up the Softphone Automatically.................................................. 86

Chapter 4Processing Voicemail ................................................................... 87

Skill Voicemail.................................................................................. 87

Personal Voicemail ............................................................................ 87

Enabling Voicemail ................................................................................. 89

Processing Skill Voicemail ......................................................................... 89Managing Personal Voicemail ..................................................................... 91

Transferring Messages.............................................................................. 93

Recording Voicemail Greetings ................................................................... 94

Recording a Greeting.......................................................................... 95

Uploading and Resetting a Greeting ........................................................ 98

Chapter 5Using the Multichannel Agent Desktop.............................................. 99Natural Language Processing Engine............................................................. 99

Text Channel Task Limits and Intelligent Routing of Multichannel Interactions........ 100

Task Limits and Precedence ............................................................... 100

The Multichannel Agent Desktop Home Page ................................................ 101

Agent Profile Metrics........................................................................ 101Agent Totals Report ......................................................................... 102

The Multichannel Agent Desktop Interface ................................................... 103

Agent Presence ................................................................................... 104

Media Stream Panel .............................................................................. 105

Media Stream Queue ........................................................................ 105

Set Preferences to Sort and Filter the Media Stream for Easy Access to Posts .... 107

Interaction Details Panel ........................................................................ 109

Reset Interaction Tags to Improve Significance of an Interaction and Train the NLP .

110

Associate Attributes with an Interaction to Gather Additional Metrics ............. 111

Use Predefined Agent Responses, Assistances, and

Display Author History to Improve Efficiency ........................................... 111

Use Next Best Action Responses to Guide Interactions ........................... 112

Use Assistances to Provide Standard Answers and Guidance in Interactions .. 112

View History Based on Author ........................................................ 114

Interaction Enhancement and Transfer Options ........................................ 114

Add Notes to an Interaction........................................................... 115

View History Based on Topic .......................................................... 115

Add a Notification to an Interaction ................................................. 116

Transfer an Interaction to Another Agent or Group ............................... 116

Author Profile Panel.............................................................................. 117



vi Agent’s Guide

Author Influence Scores .................................................................... 118

Merge or Edit an Author’s Profile ......................................................... 119

Readerboard....................................................................................... 120

Control Bar ........................................................................................ 121

Search the Agent Directory ................................................................ 121

Receive and Send Internal Messages...................................................... 122

Search Interactions by Author ............................................................. 122

Create an Outbound Post................................................................... 123

Live Chat Engagements .......................................................................... 124

Transfer an Interaction to Release it From Your Assigned Media Stream Queue .. 125

Engaging in the Chat Session............................................................... 126

Add Value to the Chat Interaction and Author Profile ................................. 126

Disposition the Chat Interaction........................................................... 127

Email Engagements............................................................................... 128Replying to Emails ........................................................................... 128

Add an Assistance to Help Answer the Email Request ................................. 130

Add Value to the Email Interaction and Author Profile ................................ 131

Close the Email Interaction by Selecting a Disposition ................................ 132

Sending a New Email Message ............................................................. 132

Social Engagements .............................................................................. 133

Cherry Pick Social Interactions from the Media Stream ............................... 133

Auto Lock Control............................................................................ 134

Reply to Social Posts ........................................................................ 135

Chapter 6

Managing Callbacks ....................................................................136

Returning Calls .................................................................................... 138Managing Callback Reminders .................................................................. 139

Enabling Callback Reminders .............................................................. 140

Scheduling Callback Reminders............................................................ 140

Editing Callback Reminders ................................................................ 142

Making a Call ................................................................................. 142

From a Reminder Window ............................................................. 142

From the Callbacks Screen ............................................................ 143

Dismissing a Callback Reminder ........................................................... 143

Postponing a Callback Reminder .......................................................... 144

Removing a Callback Reminder............................................................ 144

Selecting a Contact Record for the Callback ............................................ 145

Chapter 7

Using Internal Communication Tools ...............................................147Sending Instant Messages........................................................................ 147

Sending an Internal Instant Message ...................................................... 148

Listing Received and Sent Internal Instant Messages................................... 150

Using the Internal Chat Function............................................................... 150

Creating an Internal Chat Session ......................................................... 150

Using the Internal Chat Session Window ................................................. 151

Making Internal Calls to other Users........................................................... 152

Making Internal Calls ........................................................................ 153



vii Agent’s Guide

Receiving Internal Calls..................................................................... 154

Chapter 8Managing Contacts .....................................................................156Adding Contacts................................................................................... 158

Looking Up Contacts ............................................................................. 159

Managing Contact Records ...................................................................... 162

Editing Contact Details ..................................................................... 162

Calling a Selected Contact ................................................................. 162

Attaching a Contact Record to a Call..................................................... 163

Current Call Screen..................................................................... 163

Contacts Screen......................................................................... 164

Attaching a Contact Record to a Voicemail Message................................... 165

Voicemail Screen ....................................................................... 165

Contacts Screen......................................................................... 166Managing Contact Sessions ...................................................................... 166

Listing Sessions for a Contact Record .................................................... 166

Creating a Contact Session ................................................................. 167

Printing Contact and Call Details .............................................................. 168



viii Agent’s Guide

Chapter2

What’s New in the VCC Agent Guide

This table lists the changes made in the last releases of this document:

Release Changes

September,

2015

• Updated information about dialing for agents working in TCPA domains: – Processing Calls from Five9 TCPA Domains

July, 2015 • Added information about Geographic Redundancy and the messages agents receive

during the transition to backup hosts:

– Agent Station Access During Domain Maintenance

• Added information about dialing for agents working in TCPA domains:

– Processing Calls from Five9 TCPA Domains

March, 2015 • Updated information about using E.164 number formats for calling lists.

– Making Manual Calls in a Standard Five9 Domain

• Added information about setting Not Ready Reason Codes:

– Setting Your User Status

January, 2015 • Added information about sending new emails to multiple recipients:

– Sending a New Email Message

November,

2014

• Added information about using E.164 number formats for calling lists.

– Making Manual Calls in a Standard Five9 Domain

October, 2014 • Added information about replying to private social posts. See Reply to Social Posts.

August, 2014 • Added information about using the Multichannel Agent Desktop. See Using the

Multichannel Agent Desktop

June, 2014 • Added overview of the multi-channel agent desktop features. For more information, see

Agent Window Views.

• Modified descriptions of internal communication methods. See, Using Internal

Communication Tools.

January ,2014 • Added an important note about the automatic hang-up feature. For more information,

see Hanging Up the Softphone Automatically and Softphone.

• Added an important note about not disabling automatic answer. For more information,

see Automatically Answering Calls.



1 Agent’s Guide

Chapter 1

Introduction to theFive9 Agent Application

The Five9 Agent application allows you to process calls and textual interactions for

outbound, inbound, and autodial campaigns. Your administrator assigned the agent role

to you and enabled permissions that determine which activities you can perform.

• Outbound Calling Overview

• Preview Dial Campaigns Overview

• Inbound Calls Overview

• Agent Skills Overview

• Scripts and Assistance OverviewCallbacks Overview

• Call Wrap-up Overview

• Agent Desktop Screen

• Agent Window Views

• Agent Embedded Web Browser

Outbound Calling OverviewThe Five9 Virtual Contact Center (VCC) software automatically scans calling lists, detects

answering machines and busy signals, avoids do-not-call numbers to ensure compliance

with regulations, and adjusts the dialing pace. You do not need to call customers

manually except as required by a particular situation or specific campaign requirements.

Preview Dial Campaigns OverviewWhen you are working on a preview dial campaign go into a ready state, a record from

the list is displayed on your Agent desktop. The system delivers a contact record for

review prior to dialing a specific phone number for a record.



Introduction to the Five9 Agent Application Inbound Calls Overview

2 Agent’s Guide

Inbound Calls OverviewInbound calls are received by the station and processed according to the rules configured

by your administrator. Rules can include playing a prompt or greeting to callers or

accepting digits entered by the caller. Calls are delivered to agents accordingly.

Agent Skills OverviewDepending on how your call center is set up, you may be grouped by skills, such as

technical support, sales, and customer service. Calls are transferred to an available agent

in the appropriate skill group. The functions responsible for transferring calls are calledautomatic call distribution and skills-based routing. When you have an active call, the

application provides typical phone features such as hold and transfer. You can also use call

recording and conference call features.

Scripts and Assistance OverviewWhen you receive a call or a textual interaction request, the customer's information is

shown to you and the appropriate script opens. A script contains the conversation you

should follow on a voice call when working with the customer. For each call you may be

required to complete a Worksheet. A worksheet is a form in question-and-answer formatto be completed by an agent while on a call. For textual interactions, you have access to a

knowledge base of assistance and best-answer responses.

Callbacks OverviewThe Agent application allows you to schedule a callback during or after a call or textual

interaction. At the scheduled time, the callback reminder opens automatically on your

screen.

Call Wrap-up OverviewWhen wrapping up a call, you choose from a list of Dispositions set up by your

administrator. A disposition describes the result of a particular call.



Introduction to the Five9 Agent Application Agent Desktop Screen

3 Agent’s Guide

Agent Desktop ScreenReach all of the functions and tasks you need from the Agent Desktop Summary screen.

From your Five9 Agent Desktop, you can

• Receive, process, and manage voice calls from outbound dialer, inbound, and

autodial campaigns

• Apply call scripts to improve productivity and complete worksheets

• List, play, and transfer received skill and personal voicemail messages

• Customize your voicemail greeting

• Manage Five9 Chat, Five9 Email and Five9 Social interactions.

Internal communication tools allow you to reach supervisors and other agents throughinternal voice calls, chat, and instant messaging.

• Top Menu and Toolbar

• Navigation Bar




4 Agent’s Guide

• Main Window Area• Status Bar

Top Menu and ToolbarAll application functions can be accessed from the top main menu. Most common

functions can be accessed in the main toolbar by clicking the appropriate buttons.

WrapUp Call

Recycle Number

Add Number To Do Not Call List

Load Script

Add Callback

Remove Callback

Make Callback

Send Instant Message (internal)

Create Chat Session (internal)

Play Selected Voicemail

Remove Selected Voicemail(s)

Request Help




5 Agent’s Guide

Navigation BarThe left vertical navigation bar menu allows you to move between functions within the

Five9 Agent Desktop.

Each icon in the navigation bar opens the screen associated with the

function it represents. You can find the description of each function in

Agent Window Views

•View your Agent Dashboard and session statistics. See Summary Views

of the Agent Desktop

•Manage calls. See Current Call Screen

•Manage callbacks. See Callbacks Screen

•Use internal messaging with supervisors and other agents. See

Messaging Screen

•Manage your voicemail. See Voicemail Screen

•IEngage contacts in chat sessions using Five9 Chat. See Media Stream

Screens.

•Engage contacts in social interactions using Five9 Social. See Media

Stream Screens.

•/Exchange email with contact using Five9 Email. See Media Stream

Screens

•View your session history and related statistics. See Session HistoryScreen

•Manage your contacts. See Contacts (CRM) Screen

To hide or show the Navigation bar, select View > Navigation.




6 Agent’s Guide

Main Window AreaThe main area changes depending on which icon is selected. By default, the Summary

window is displayed.




7 Agent’s Guide

Status BarThe status bar indicates the current customer Contact details, the selected Station type

and its status. While on call, the application displays

On the left,

• the current contact

On the right

• Asignal quality meter

• Estimated end of call• Elapsed call time



Introduction to the Five9 Agent Application Agent Window Views

8 Agent’s Guide

Agent Window ViewsYou can change views of the agent window by selecting tabs (windows) clicking on icons

in the Navigation pane. You can also click Tabs in the Actions menu.

• Summary Views of the Agent Desktop

• Voice Media Summary

• Text Media Summary

• Current Call Screen

• Callbacks Screen

• Messaging Screen

• Voicemail Screen

• Session History Screen

• Contacts (CRM) Screen

Summary Views of the Agent DesktopThe summary view is the default view of the agent desktop. The summary view contains

two tabs – Voice Media Summary tab and the Text Media Summary tab.

Voice Media SummaryThe Voice Media Summary tab contains a message area and a statistics display.

The message area on the left side may contain notes from your Administrator; such

messages are sent to a particular skill group by an administrator and multiple messages

can be sent throughout the day.

In the statistics summary display on the right, you can track your daily statistics for

callbacks, messages, recordings, and session history.




9 Agent’s Guide

Text Media Summary

Agents with text media skills also have a summary of activity associated with text, email,and chat skills. The Text Media Summary tab includes agent statistics for outreach,

assignment, and average handle time for text and social media interactions; and shows

the trend in graph form.




10 Agent’s Guide




11 Agent’s Guide

Current Call ScreenYou use this window to manage live calls, combining the Customer information with the

call control buttons. Five9 uses call dispositions to indicate the result of the call. The

screen includes several sections with information about the call.

Screen Section Information about the Call

General Tab • Call Details Comments

• Conference Participants

• Calls in Queue

• Parked Calls

• ACD Status pane located below the Calls in Queue/Parked Calls pane. Agents

can see how many calls are in queue for the skill and the queue times.

Script Tab Lists scripts to use for voice call responses.

Preview Tab Customer records from Preview Dial campaigns.




12 Agent’s Guide

Next Steps: See Processing Calls.

Callbacks ScreenThe Callbacks Screen displays the list of all customers for whom you have scheduled a

specific callback. The system automatically sends you a reminder message when a

callback is due.

Next Steps: See Managing Callbacks

Messaging ScreenThe Messaging screen displays the list of all sent and received instant text messages

between agents, supervisors, and administrators. By saving messages, you can go back

Browser Tab Allows agents to use web-based applications without having to switch

between the Agent application and a browser window. It can also be used to

open custom call scripts that are hosted outside of Five9

Actions Pane List of buttons for each action an agent can take in processing a call.

Screen Section Information about the Call




13 Agent’s Guide

and review coaching, or answers to questions posed to your supervisor or peers, via theFive9 chat or instant messaging features. From the Actions menu you can send internal

messages or start an internal chat session with another user.

Next Steps: See Using Internal Communication Tools.

Voicemail ScreenIf your contact center policy permits inbound calls directly to agent extensions, the Five9

application includes Contact Center voice mail, which lists all received messages, and

allows you to play them back on your desktop. When you have new voicemail, an alert

notification appears on the Voicemail icon on the navigation bar. The number inside the

alert indicates how many voicemail messages you have waiting. The action list on the

right side of the screen provides the controls you use to mange the voicemail messages

you receive.




14 Agent’s Guide

Next Steps. See Processing Voicemail.

Media Stream ScreensThe text channel engagement options are all managed from the same engagement

screen. Interaction sessions are listed on the left. Color-coded icons indicate status and

other information for each item.

Agents with social engagement skills configured

manage Chat, Social, and Email interactions

from the same list.

The agent’s profile defines which type of media

interactions the agent is authorized to accept

and how many of each type can be active at one

time.

Rules are used to determine precedence and

define which type of interaction can be

interrupted. Voice interactions, for example, arenever interrupted.

Next Steps. See Using the Multichannel Agent

Desktop.




15 Agent’s Guide

Session History ScreenThe session history page shows all your voice calls for the current login session along with

call statistics that can aid you in reviewing your daily performance and review previous

calls.




16 Agent’s Guide

Contacts (CRM) ScreenThe Contacts (CRM) screen contains information you use to review and manage both

customers and their information. The interface supports multiple look-up options,

dialing, and callback scheduling. The Contact (CRM) screen comprises four sections:



Introduction to the Five9 Agent Application Agent Embedded Web Browser

17 Agent’s Guide

Agents see the contact record, call history with the contact, information about any new

sessions, and Actions list to manage the contact and the contact session.

Next steps. S See Managing Contacts

Agent Embedded Web BrowserAn embedded Web browser allows agents to use Web-based applications without having

to switch between the Agent application and a browser window. It can also be used toopen custom call scripts that are hosted outside of Five9.

One of the main advantages of the embedded browser is to allow a Connector to be

executed within the agent application rather than requiring an external browser window.

This feature simplifies agent’s call processing when using external applications.

The embedded browser is located as a tab on the Current Call window. Administrators

can give agents permission to use the browser to open any URL. This permission is found

in the properties of the user account. The connector execution does not require the

agent permission. Therefore, administrators can let agents execute connectors within the

application without giving permission to open any Web page.

• Contact Record– Contains detailed information about the current contact

• Call History– Displays information about the call history with the current

contact. Agents can customize the view by choosing options

to display the current session or all sessions with the contact

for up to the last 60 days.

• Contact Record

Session–Includes information about the current session, save the

current session and add notes about the session that might

help during any subsequent sessions with the contact.

• Actions Menu– Lists the possible actions an agent can take for the current

contact session.



18 Agent’s Guide

Chapter 2

Managing Your Agent Station

Your Five9 Virtual Call Center (VCC) station is a Web-based communication system for

managing inbound and outbound call center campaigns. Use the guidelines in this topic

to get started using your Agent Application.

• Logging into Your Agent Station

• Selecting a Skill Group

• Restarting your Station

• Changing Your Password

• Setting Phone Options

• Setting Your User Status

• Viewing Call History

• Agent Station Access During Domain Maintenance

Logging into Your Agent StationUse the credentials, station number (softphone only), and connection type provided by

your administrator.

1 From the Five9 Applications screen you can check your Java version to make sure

that you are running the appropriate supported version and log into your Five9

account.



Managing Your Agent Station Logging into Your Agent Station

19 Agent’s Guide

2 Click Agent.



Managing Your Agent Station Logging into Your Agent Station

20 Agent’s Guide

3 Open (default) or save the file, and click OK.After the download, if you or your administrator has activated the auto-login

feature for your account, the login screen does not appear.

4 Enter your credentials – User name (agent ID), Password, Station number, and

specify the type of connection you are using:

The system remembers all settings except your password. The password policydefined by your administrator can limit the number of unsuccessful login

attempts before locking your account. To unlock an account, your administrator

must reset the password. During your last allowed attempt to login, a Last Try

message appears at the top of login window.

5 Click OK.

Station Type Description

• Softphonethe software program that processes telephone Internetcalls to and from the Five9 call center. You listen to the calls

with a headset connected to your computer.

• PSTN Calls use the standard telephone network instead of the

Internet. To log into the Five9 call center, you enter on your

desk phone a ten-digit direct-dial phone number

• Gateway Internet calls to and from the Five9 call center are

converted by a network device from digital to analog and

forwarded to your standard phone line.



Managing Your Agent Station Selecting a Skill Group

21 Agent’s Guide

Selecting a Skill GroupSkill groups are used to organize agents into groups and assign them to work with specific

campaigns. You can receive calls only for the campaigns and associated skill groups

assigned to you. Campaigns can be in run training mode.

If you have permission, you are prompted to select one or more skill groups. If you do not

select a skill group, you receive only direct calls, such as extension transfers and calls sent

to all agents. You can also use this method to log in and make manual calls only.

After you log into your station, a pop-up window opens with all skills selected. To change

skill groups, you must log out and log in again.

1 Check only the skill groups from which you want to receive calls during the

current session.

2 Click OK.

Station Type Response or Action

Gateway or PSTN – You are prompted to connect your station. Click Yes. Your

phone rings. Pick up the receiver; three tones confirm that

your station is connected to the Five9 Data Center.

Softphone – your station is connected automatically. When the station is

connected, you hear three tones



Managing Your Agent Station Restarting your Station

22 Agent’s Guide

Restarting your StationIf you do not hear three tones after login, follow these steps to restart your station. You

may restart your station only from the On Break user status.

1 Select Actions > Restart Station.

When the station is reconnected to the Call Center, and you hear the three tones.

2 Click OK.

Note If your station becomes disconnected, the Five9 Agent Application automaticallyreconnects your station. You might see this message:



Managing Your Agent Station Changing Your Password

23 Agent’s Guide

Changing Your PasswordYou must have permission to change your own password. Your administrator determines

when your password expires. You can be requested to change your password on the next

login. For security reasons, Five9 recommends that you change your password often.

If you are required to change your password, a screen like the following appears after you

log in to the Station:

Your new password must meet the policies specified in the Administrator application.

Additionally, passwords cannot match the user name, even if the password conforms to

the other requirements. The system remembers your last five passwords and does not

allow these passwords to be reused.



Managing Your Agent Station Changing Your Password

24 Agent’s Guide

1 Select Actions > Change Password.

2 Enter your new password, following the password policy, and confirm your

password.

3 Click OK.



Managing Your Agent Station Setting Phone Options

25 Agent’s Guide

Setting Phone OptionsYou can set these options:

• Sound Settings

• Automatically Answering Calls

• Softphone

• Volume Control and Signal Quality

• Testing Voice Connectivity

PBX Mode – A private branch exchange (PBX) is a telephone exchange

that serves a particular business or office, as opposed to

one that a common carrier or telephone company operates

for multiple businesses or for the general public. For more

information, see your administrator.

Enable Extend Calls – This option activates the Estimated End of Call counter in

the lower right corner of your station. This feature is

enabled by default.

Enable Callback

Reminders –

This feature is enabled by default. If you do not have the

Enable Callback Reminders option checked, you will notreceive reminders for your scheduled callbacks. Read more

in About Callbacks.

Automatic Voicemail

Accept –

Read more in Processing Voicemail.




26 Agent’s Guide

Sound SettingsThe Audio options are the sound settings for your station. You hear different tones for the

different campaign types when calls are connected. Campaign types that have different

tones are inbound, outbound, autodial, or preview dial. This feature is useful for agents

who participate in different campaign types such as inbound and outbound, allowing

them to identify the call type by the alert tone played. Agent can configure which calltypes generate an alert tone.

Show Select Skills – If you have permission to select skills when logging in, usethis option to show or hide the skill selection dialog when

logging in.

Audio Option Audio Option Desc ription

Play Alert On Overdue Callback signal for overdue callbacks.

Play Alert On Incoming Message signal for an incoming message.




27 Agent’s Guide

- .

Play Tone On Incoming Outbound Call signal for an incoming outbound call. For Outbound Campaigns,

using Play tone on Incoming Outbound Call introduces a delay

in delivering calls to the agent because the tone must be played

before the contact is connected. Depending on the campaign

configuration, this setting may result in contacts hanging up

before the agent starts speaking (dead air ). If this is the case,

disable this option. The default setting is no tone played for

incoming outbound calls.

Play Tone On Incoming Autodial Call signal for an incoming autodial call.

Play Tone On Incoming Inbound Call signal for an incoming inbound call.

Play Tone On Incoming Preview Call signal for an incoming preview call.

Play Tone on Incoming Extension Call signal when a call is delivered to your personal queue. This

option is useful to notify you when a call is transferred directly

from another agent or from an IVR.

Set Audio Devices: Opens a dialog, where the Ring, Speaker, and Microphone

Audio Devices may be configured, if any of them need to be

changed from the system defaults.

Audio Option Audio Option Desc ription

• Ring Audio Device - Determines where

Incoming Call Tones will be played. For

example, if you have attached speakers,

you can pick a headset or sound card.

• Speaker Audio Device - Determines the

primary audio source.

• Microphone Audio Device - Determines

the microphone that is being used. By

default, the headset is selected.

• Enable Automatic Gain Control - Adjusts

the amplification of the microphone sothat the output signal remains constant despite variations in input signal strength.




28 Agent’s Guide

Automatically Answering CallsIf your administrator enabled the permission to automatically answer calls, you can

choose whether to automatically answer incoming calls or to press a button before

answering. If you do not check these options, you must press Answer within a set number

of seconds.

If your administrator has enabled the permission, and the appropriate Auto-Answer

option is disabled, you may have the option to Answer or Reject an incoming call on the

Actions menu:

Important For outbound calls placed by the dialer, do not disable automatic

answer because the time allowed to answer the call expires before you can answer.

Auto-Answer Options Auto-Answer Option Descriptions

Auto-Answer Inbound/Autodial Calls If disabled, you must accept inbound and autodial calls by

pressing Answer before the call is connected.

Auto-Answer Outbound Calls If disabled, you must accept outbound calls by pressing

Answer before the call is connected.

Auto-Answer Internal Calls If disabled, you must accept internal calls by pressing Answer

before the call is connected.




29 Agent’s Guide

SoftphoneThis softphone option can be specified if you use the softphone station type: Hang-up

Phone When Call Ended.

Use this option to disconnect the softphone after each call. If you check the box, an

Answer button appears for each incoming call. Use this option only in special cases.

Otherwise, use the Auto-Answer options.

Volume Control and Signal Quality• Volume Control

• Signal Quality Meter

Volume Control

Volume control for speaker and microphone is added as a pane in the Agent application.The sliders will synchronize with the computer’s volume control. It also includes a mute

check box that blinks if it is enabled. The volume control is available whether or not you

have a call. The control is located in the Actions section of the Current Call screen.

Important For outbound calls placed by the dialer, do not use this option because

the allowed time expires before you can answer.




30 Agent’s Guide

When you click Volume Control, you will see this thumbtack icon:

If you click the Thumbtack button in the top right corner of the window, you see a drop-

down menu located in the toolbar instead.




31 Agent’s Guide

Signal Quality MeterWhile on call, the application displays a signal quality meter, which is green if the

connection is good. If you hover over it with the mouse, more technical details about the

connection are displayed.

Testing Voice ConnectivityYou can test the Voice over IP sound quality by making an echo call or performing a Voice

Connectivity Test.

• Echo Call

• Voice Connectivity Test

Echo Call

Your speech is recorded and played back to you. Latency issues and other problems may

lead to degraded voice quality; Five9 can help you resolve your problems. You must be in

Not Ready state to make an echo call.

While on a call, you can use the speaker and microphone volume sliders located below

the dial pad at the right panel. They are synchronized with the Windows volume control.

The application displays a signal quality meter while on a call. The color is green if the

connection is good. If you hover the mouse over it, it displays more details about the

connection, including MOS score, latency, jitter, and packet loss. See also: Volume Control




32 Agent’s Guide

and Signal Quality.

1 Select Actions > Make Echo Call.

2 Speak into the microphone.

Once the test message is recorded, it is played back to you. See also:Making Test

Calls.

Voice Connectivity TestThe voice connectivity test opens an application in your default browser that tests the

speed and reliability of your network connection to the Five9 Data Center, which helps

determine the suitability of your Internet connection to the Five9 Agent for VoIP calls.

1 Select Actions > Voice Connectivity Test.




33 Agent’s Guide




34 Agent’s Guide

The test runs through a series of steps to show you progress and, eventually, a report.

You will be asked to confirm that you want to run the test.




35 Agent’s Guide

The test begins to show progress through testing your communication channels.




36 Agent’s Guide

You receive a report showing the statistics for all aspects of voice connectivity on yourstation.



Managing Your Agent Station Setting Your User Status

37 Agent’s Guide

Setting Your User StatusYour status determines your ability to process calls and to receive voice mail messages.

Each time that you change your status, the timer returns to zero. For some of the options,

you need to choose a reason among those enabled by your administrator. You can choose

your status in the drop-down menu in the top left corner of your station. When you log

in, your status is Not Ready. Before using your station, be sure to change to one of these

options:

Ready Sets your ready state to the media types you last selected in

the Ready ... pop-up window. If you want to change your

media type selections, click the Ready ... option again and

reset your selections.

Ready ... Presents a pop-up window where you select the media you

are ready to work with:

When you set your availability, your Ready preferences are

saved for the next time your log in. If you still want to work

with the same selections, just select the Ready option when

you log in again or return from a Not Ready state.




38 Agent’s Guide

Logging OutWhen you are logged out, you no longer have access to the softphone. Gateway users

must hang up their analog phone after logout.

1 Select Actions > Logout & Exit.

You may need to select a reason to justify your status.

2 Select a reason code, and click Yes.

The default reason codes can be customized by your administrator: – Email: to send an email.

– End Shift: at the end of a shift.

– Fax: to send a fax.

– Meal: for a meal break.

– Split-Shift: for the first part of a shift.

Not Ready Not available to receive calls but can manually dial a call.You are in Not Ready state when you first log in. Once you

change your state, you will use reason codes defined by

your administrator to indicate states. Select one of the

codes to justify your Not Ready status. For example, you

may need to complete a task or take a break. A keyboard

shortcut may be assigned to a code. Your administrator may

add, delete, or rename reason codes.

Your supervisor is able to see your specific Not Ready status in

the Supervisor Dashboard.




39 Agent’s Guide

During call processing, the At End Of Call Switch To button is available. This buttonenables you to switch to the desired status automatically after the current call is finished.

During a call preview, you can change your status at the top left in the menu bar. In this

case, the preview record remains active so that you can dial the numbers. After you set

the disposition for the call, the new preview record does not appear.



Managing Your Agent Station Viewing Call History

40 Agent’s Guide

Viewing Call HistoryA session starts when you log in and ends when you log out. All calls for the session are

listed in the Session History section of your station.

You can see information about your calls: Number, DNIS, Call Type, Start Time, Talk Time,

Wrap Time (after-call work time), Disposition, Campaign, and Comments. To sort the list,

click a column header. To view an item, double-click it. To switch between records, use

the navigation pane.

Agent Station Access During Domain MaintenanceIf you are logged into your agent station when maintenance is required or an outage

occurs which affects your domain, you will receive messages that advise you of status

throughout the maintenance process or outage.



Managing Your Agent Station Agent Station Access During Domain Maintenance

41 Agent’s Guide

• Maintenance Moves, Geographical Redundancy and Your Agent Station• Notifications for Agents Working in Domains with Geographical Redundancy

Configured

Maintenance Moves, Geographical Redundancy andYour Agent Station

During a major service disruption, the Five9 Network Operations team may decide that it

is necessary to move your domain to a backup server until the outage is resolved.

Five9 Geographic Redundancy (GR) is an optional feature designed to mitigate majorservice disruptions that might otherwise result in extended downtime for the Five9

Virtual Contact Center (VCC) platform. Five9 VCC domains that are enabled for GR will

automatically replicate all data in real time between the primary and backup data

centers. Once a switchover decision is made, domains with Five9 GR are typically

operational in the back up data center within 15 minutes.

Once service is restored on the primary domain, Five9 Cloud Operations Team will

schedule a time to return affected domains to their primary data center.

Notifications for Agents Working in Domains withGeographical Redundancy ConfiguredAgents working in domains with

the Five9 Geographical

Redundancy option and who are

logged in at the time an outage

occurs will receive a message

indicating that maintenance is

about to begin:

If you are on an active call, you

will be allowed to finish the calland assign a disposition. As soon

as you assign a disposition to your

call, you will be notified that your

station is being reconnected:



Managing Your Agent Station Agent Station Access During Domain Maintenance

42 Agent’s Guide

You will be notified when the switchover to the backup data center is complete:

Your station will be restarted automatically and you will receive the three connection

tones as if you had started the station yourself. After you see this message and you canset your status to Ready so that you may resume taking calls.



43 Agent’s Guide

Chapter 3

Processing Calls

Your station enables you to make and receive external and internal calls.

• Making Test Calls

• Making Manual Calls in a Standard Five9 Domain

• Using Campaign Features

• Receiving Calls

• Processing Calls from Standard Five9 Domains

• Processing Calls from Five9 TCPA Domains

• Previewing Calls in Standard Five9 Domains• Recording Calls

• Making Conference Calls

• Transferring Calls

• Managing Parked Calls

• Selecting Contact Records

• Working with Do Not Call Numbers

• Ending Calls

Making Test CallsTraining mode delivers calls to you without actually dialing phone numbers. You receive

simulated calls. Messages are displayed on the screen as if you are on a real call, but

some call-related options and functions are not available. Using training mode is a

suitable way to get to know the Five9 system. Since dispositions can vary between

campaigns, practicing campaigns in training mode is a way to learn which dispositions to

use for different situations. Training mode is available only for outbound campaigns that

Important Although all possible call-processing options are described, your

administrator may allow only a subset of these features.

Before making or receiving a call, be sure to set your status appropriately. Formore information, see Setting Your User Status.



Processing Calls Making Test Calls

44 Agent’s Guide

are set specifically. When the campaign is run in training mode, the following rules areused for dialing process:

• List Penetration or Vertical Dialing list dialing mode can be used.

• All three numbers associated with the contact record are enabled for dialing.

Calls to Agent ratio is 1 to 1.

• Dispositions do not affect real records - REDIAL, FINAL, or DNC will not affect real

campaign records.

• Campaign simulates real campaign behavior by following dialing restrictions and

campaign profile filters.

• Some features will not work: field mapping, final dispositions across campaigns,

statistics, etc.

You can become familiar with the system by initiating and receiving test calls. Your

actions during test calls do not influence any actual contact and campaign data. You must

have permission. To receive test calls, you must be in the Ready Call or Ready Call and VM

status. Select Actions > Start Test Call.

An Incoming Call window opens.



Processing Calls Making Manual Calls in a Standard Five9 Domain

45 Agent’s Guide

Making Manual Calls in a Standard Five9 DomainYou can make a call and optionally associate it with a campaign. Depending on your

permissions, you can make external and internal calls.

If you are enabled for international calls, you must use the E.164 format for all inbound

and outbound calls. In a phone number field, you may enter up to 15 digits, starting with

the plus (+) sign and followed by the country code.

1 Select Actions > Make Call, or press <CTRL> + M.



Processing Calls Making Manual Calls in a Standard Five9 Domain

46 Agent’s Guide

2 Enter a valid phone number, beginning with the plus (+) sign and up to 15 digits.

You can select a country code from the dropdown list, then enter the rest of the

phone number you wish to call.

You can also select a predefined number from the Agents and Skills list. You can

filter this list by using the Agents, Skills, and Speed Dial check boxes. When you

start typing, the appropriate contacts (containing the entered string) will be

displayed in the list. Before making a call, you can see the status of another agent

(Not Ready to take a call (Red), Ready to take a call (Green) or off line (Grey)).

3 Click Make Call.



Processing Calls Using Campaign Features

47 Agent’s Guide

Using Campaign FeaturesIf you selected a campaign that contains scripts, worksheets, and connectors, the options

appear in your softphone after the contact answers the phone.

Campaign Types

Scripts

Worksheets

Dispositions

Recordings

Campaign TypesYou can make and receive calls for one of three campaign types: Outbound, Inbound, or

autodial campaigns.

Outbound Campaigns

Used to dial the customers included in the lists and deliver these calls to agents whoprocess calls. Agents do not dial customers in this type of dialing campaign. Dialing can be

handled by the predictive dialer which dials through a list of contacts and delivers

connected calls to you. An alternative to outbound predictive dialing mode is Preview

dialing. Preview dialing allows you to review the contact record details before making a

call.

Inbound Campaigns

Used to receive customer calls. Received calls will be processed according to the rules

configured by the administrator. Rules can include playing a prompt or greeting to callers,

or accepting digits entered by the caller. Calls are then delivered to agents. Agents

belonging to inbound campaigns may monitor progress in the ACD queues to which theybelong. The ACD Status panel located on the Current Call screen shows how many callers

are present in the queues for your skills, and the longest queue time.

Important Because these features appear in a new browser window or tab, ensure

that pop-up windows are enabled in your browser and that the current tab or

window is not selected. Otherwise the pop-up window may cause the softphone to

close.




48 Agent’s Guide

Autodial CampaignsDesigned to dial phone numbers in a list and when a call is answered follow a predefined

call flow. The most common flows include leaving messages to the called party. However,

the call flow can even pass the outbound call to you.

ScriptsA script contains the words agents will use when handling a call. A script contains the

words that you say to the customer for the associated campaign. If a script exists for the

campaign, it appear when a call is connected. During a call, click the Script tab.

WorksheetsA worksheet is a form in question-and-answer format to be filled out by you. A worksheet

is used to gather information from the contact. Data entered in a worksheet is stored in

the database.

Completing the Worksheet

Some dispositions require you to complete a worksheet.

Each worksheet question can have the following fields:

• Question name - The name of the question such as Loan Amount.

• Question text - For example, What is your current interest rate? It could also be

instructions to you such as Enter the contact’s interest rate.

• Answer criteria




49 Agent’s Guide

You can complete worksheets while on a call of after the WrapUp Call button is pressed.The Start Worksheet button is located on the Current Call screen. You can view

worksheets from previous calls.

1 Click Start Worksheet.

The Campaign Worksheet Wizard opens.

2 Read the first question (instructions) and enter your answer at the bottom.

All the steps are listed on the left side of the window.

3 After completing each question, click Next.

4 When done, click Finish.

The wizard closes. If you need to update the entered information, you can access this

window again and make changes. The Start Worksheet button is available as long as the

call is not assigned a disposition.

DispositionsCall dispositions are the only means for you to complete a call. Dispositions reflect the

results of calls made on accounts. Dispositions are used to determine the status of the

contact by an administrator or supervisor. This status may determine if or when the

contact is called back. Dispositions are set up by an administrator. Each campaign can

have its own list of dispositions.

An administrator must instruct you on which dispositions need to be selected based on

particular cases. The training mode can be used to learn all dispositions available for the

campaign.

Disposition type affects dialer behavior. Each disposition can be one of the following four

disposition types:




50 Agent’s Guide

• Redial Number: The time to redial the contact is configured by youradministrator. You can set a redial time if a disposition of such kind was enabled

by your administrator. Read more in Agent-Specified Contact Redial Time.

• Do Not Dial Number For Campaign

• Final Disposition For Contact Record

• Add Number To DNC List

Disposition examples:

• Add to DNC List

• Left Message

• Answering Machine

• Scheduled Callback

• Sale

• Qualified Lead

• Not Interested

During call wrap-up, you choose which disposition accurately describes the result of the

call. Once a disposition is chosen, you are available for another call. Selecting WrapUp

Call hangs up the call, but you are not available for another call until a disposition is

selected.

Preview CampaignsDuring preview campaigns, you can review the contact record details before a call is

made. When the call is completed and a disposition is set, the next preview dial record

from the list is delivered to you.

After dialing a number in Preview mode and setting a disposition with a redial disposition

or any non-final disposition, you are prompted to try the number again. Click Yes to try

the same number again or try another number for the record.

Administrators can configure preview dialing to allow agents to skip records or force a

number to be dialed after a configured preview time. The ability to skip records isconfigured as you permission. To skip a record without dialing, you selects a skip

disposition from the Set Disposition drop-down list. Example of skip dispositions are:

Declined, Skip - Re-Queue, and Skip - Not Qualified. These dispositions can be of any type

including Redial Number.




51 Agent’s Guide

Contact Redial TimeIf enabled by your administrator, you can specify when a contact is redialed by the

campaign. This is done by means of Redial Dispositions with Allow Agents to Change

Redial Time option enabled. Dispositions configured in this manner act like a callback that

is handled by any available agent working on the campaign.

To set a redial time, from the Set Disposition menu select the redial disposition. In our

example, the Agent Determined Redial Disposition is selected.

The first option is to redial using the default timer set in the disposition. Along with

default redial time, there is an option to set a custom time. To set a custom time, select

the Schedule Redial option from the drop-down menu of the disposition.

If Schedule Redial is clicked, a window with Date, Time, and Time Zone options is

displayed. In the pop-up window, specify date and time, verify the time zone. All time

zones that have DST shifts automatically shift based on whether DST is in effect or not.

When an agent specifies a redial time, the phone number will be redialed automatically

by the campaign at the designated time and the call will be delivered to any agentworking on the campaign.

This feature is useful for call centers working in shifts. Agents in the early shift can specify

a time to call and the late shift agents can pick up the callback.



Processing Calls Receiving Calls

52 Agent’s Guide

RecordingsThe Play Audio File button is located at the right side of the Current Call window in you

application. Clicking this button opens a drop-down menu of all audio files that you can

select and play while on a call. For example, when connected to an answering machine,

you can play a recorded message instead of actually reciting the script for this situation.

This option is available to you if you have permission.

Files are configured by your administrator. Files are assigned by your administrator to skill

groups. If you are not on a call, the Play button changes to Preview.

You can access the recordings gathered by IVR scripts during an inbound or autodial

campaign. IVR recordings are marked in the prompt list as IVR Recording: <IVR ModuleName>. They are acceptable only at the time of the call with which they are associated.

1 During a call, click Play Audio File.

You can either play or preview the recording.

2 Click a recording, and click Play or Preview.

3 When the recording is downloaded to your station, click Play.

The recording is played. You can click Pause and Stop.

Receiving CallsTo receive calls, your status must be Ready Call or Ready Call & VM. When preview dialing

is used for an outbound campaign, you see a preview screen with the call details from the

contact database. You may have permission to decline the call. If you exceed the time

limit for the preview, the contact is dialed automatically.

To answer the call, click the number. You can see incoming calls in the Personal Queue

tab.




53 Agent’s Guide

You can see if there are calls waiting in the ACD (Automatic Call Distribution) Status pane.

The pane is located below the Calls in Queue/Parked Calls pane. There you can see how

many callers are present in the queues for your skills, and the longest queue time. This is

useful for inbound calls.

If you are using a softphone, you may have the Auto-Answer options enabled, allowing

manual call answering. If you are ready to receive calls, you hear the phone tones as ifusing a traditional phone and see the Answer button blinking red. To answer the call, click

Answer.

When you receive a call, an Incoming Call window opens.




54 Agent’s Guide

The window displays this information (if available):

• Caller's General Information - Shown at the top:

– Phone Number - If no corresponding Contact record.

– First name, last name, company name - If there is a corresponding Contact

record found (see About Contacts).

• Other Party - Phone number.

• Call Type - For example, Outbound, Outbound Preview, Inbound, or Autodial - if

the call belongs to a campaign. Test - If the call is testing (see Making a Test Call).

• DNIS - For inbound calls.

• Is Callback - Yes or No.

• Campaign - Campaign name.

• Contact Records Found - Displayed if there are several Contact records with the

same phone number (e.g., a workplace phone number, shared by multiple

people). If the caller information is different than what is displayed on CallDetails, click on Select Contact Record to find and work with the correct contact

record, instead.

The details of working with inbound and outbound calls are as follows:

• Inbound Call - You will hear a tone and the Incoming Call window is displayed. As

soon as you hear the tone, say Hello as if you are answering your phone. The tone

can be enabled/disabled in Options.



Processing Calls Processing Calls from Standard Five9 Domains

55 Agent’s Guide

• Outbound Predictive/Power/Progressive Call - When the "Incoming Call" windowis displayed, the contact is connected. Immediately start your normal outbound

greeting.

• Outbound Preview Call - During Preview Campaigns, you receive the contact

record before the dial takes place.

Processing Calls from Standard Five9 DomainsFollow these steps for standard inbound and outbound campaigns. After reading the

contact name and campaign name in the Incoming Call window, click Close.

Once a call is connected, the Current Call screen is activated. The Script tab opens

automatically if a script exists for the campaign. Otherwise, the General tab is shown. A

script contains the words you will say to the customer for this campaign.

The contact’s information: name, company name (or phone number if the name does not

appear in the contact database) are displayed in the status bar at the bottom of the

screen. If several contact records contain the current number, you are notified.

To view the contact details, click the General tab.

The Contact record information is presented in the Call Details section.




56 Agent’s Guide

You can type information into the fields. As soon as you set a disposition for the call, the

information is saved.

All call controls are available in the Actions section at the right side of the screen. You can

use them while on a call. The button availability depends on your permissions. If more

than one phone number is listed, a green phone icon appears for each number in the

contact record. Click the phone icon to dial the corresponding number.




57 Agent’s Guide

Managing Calls– Actions Managing Calls –Action Descriptions

WrapUp Call Hangs up the call but leaves you in wrap-up mode until a call disposition is

selected.

Record Call Allows you to record a call.

Place Call On Hold Place Call On Hold - Places the call on hold and plays music until pressed again

to retrieve the call.

Park Call Places the call in a parked state where it may be transferred to another User,

transferred to a third party, or added to a Conference. You should select a Not

Ready status (using the At End Of Call Switch To button) before clicking on the

Park Call button to avoid receiving another call.

Transfer transfer the current call to a third party or another agent.

Add Conference

Participant

Adds a third party to the call.

Start Worksheet Starts a worksheet for data entry.




58 Agent’s Guide

As long as the call is not assigned a disposition, you can type into the Comments field.

After the call has been processed, you can hang up.

Manual Connector Connectors automate the manual process of looking up a customer record or

completing a form. By clicking on this button, you can manually launch the

connector.

Set Disposition Automatically hangs up (ends) the call and records a disposition. Dispositions

are set up by your administrator. you can only select the dispositions

predefined by an administrator. This is always the last step in completing a

call.

Select Contact Record Available when there are two or more Contact records found for the current

number. By clicking on this button, you can select an appropriate Contact

record by choosing one of the displayed options.

At End of Call Switch To Displays agent states that can be selected after setting a disposition for the

current call. When the call ends, you status is automatically switched. Use this

option if you are currently processing a call, but will immediately become

unavailable for calls afterwards.

Use Dial Pad The dial pad is displayed when you click this button. The Dial Pad needs to be

enabled by the Administrator for a call in the PROCEEDING state. You may

need to dial a number that requires interaction with an IVR script. Some of

these numbers use SIP Early Media, which means that the 3rd party

establishes an RTP stream with VCC, but does not change the call state from

PROCEEDING to CONNECTED.

Volume Control Clicking this button displays the speaker and microphone volume sliders

synchronized with Windows volume control. It also includes a mute check box

that will blink if it is enabled.

Play Audio File A drop-down menu of all recorded messages that you can select and play

while on a call. Read more in Audio Files.

Signal Quality Meter While on a call, the application displays a signal quality meter. This is green if

the connection is good. If you hover the mouse over it, more details about the

connection are displayed. Read more in Volume Control and Signal Quality.

Managing Calls– Actions Managing Calls –Action Descriptions



Processing Calls Processing Calls from Five9 TCPA Domains

59 Agent’s Guide

Processing Calls from Five9 TCPA DomainsAgents working in Five9 TCPA domains must process all calls manually. The automated

dialing options used in standard Five9 domains are not present in Five9 TCPA domains. All

dialing to external numbers

must be done manually by the agent retyping the number

presented.

The dialing method used in TCPA domains, TCPA Manual Touch Dialing mode, is a strictversion of the Preview Dialing mode where contacts are presented to the agent for dialing,

but no automatic dialing to external numbers takes place. Agents can review the contact

details of an automatically assigned record and initiate the dial or skip the record.

Dialing internal numbers–using speed dial to internal numbers, and transferring calls to

third parties, works the same way as in standard Five9 domains; it does not require

manual retyping.

Previewing Contact Records in Five9 TCPA DomainsAgents are automatically presented with a contact record to preview before initiating acall.




60 Agent’s Guide

.

Unlike calls which are automatically dialed after a preview time has expired, in a TCPA

domain your Ready state is set to Not Ready. You must change your state to Ready to

proceed with the call presented.

Dialing External Numbers in a Five9 TCPA DomainWhen you are ready to dial an external number after you have previewed the contact

record, click the green phone icon for the number you wish to dial.




61 Agent’s Guide

You are presentedwith a Make Call

screen:

Click the Make Call

button and you are

presented with the

RETYPE TO DIAL

screen from which

you will actually

initiate the call.

You must retype the number presented in the previous Preview and Make Call screen.

You are not allowed to copy and paste or drag and drop any number into the RETYPE TO

DIAL screen.

The Retype number field remains tinted until you enter the number correctly. theMake

Call button remains grayed out until the number is entered correctly

:



Processing Calls Previewing Calls in Standard Five9 Domains

62 Agent’s Guide

Previewing Calls in Standard Five9 DomainsThe Preview tab, located on the Current Call screen, is disabled unless you receive a

record within an outbound preview campaign.

In Preview dial campaigns, the Incoming Call notification opens when a new record

arrives. Call type is outbound preview which means that it is a call not yet connected.

After reading the contact name and campaign name in the Incoming Call window, click

Close.

The Preview tab is now active. Look at the displayed record and review the details. This

information can help to decide if you should dial this person.




63 Agent’s Guide

All phone numbers from the record are displayed. A Call button is displayed next to each

number.

One number is in bold - this is the number which the system has selected for dialing. You

can either select this or another number in the list for dialing. The number(s) may be

grayed out in case they have the final disposition, due to the dialing hours configured for

the phone number in the Profile for the campaign, etc.




64 Agent’s Guide

In the Contact Sessions area, you can see previous calls to this contact record. You can

study which agent called this contact.




65 Agent’s Guide

By double-clicking an item, you can open the Contact Session Details window.




66 Agent’s Guide

The Preview campaign can be configured with limited preview time. For example, you

may be allowed to preview a record for 30 seconds before dialing. The remaining preview

time is displayed in the bottom pane, in the red box.

With the Limit Preview Time option disabled, you can take as much time as needed to

make calls.

If the preview time expires before you make a call, the application behaves in accordance

with the Action on Timeout, defined by administrator. Depending on the campaign

configuration, the call is dialed automatically or you are placed in Not Ready status:

• Dial number - The application automatically starts dialing the number in bold for

the preview record. you application will switch to the General tab automatically.

Process the call in a normal way. (Not available in Preview-Only mode.)

• Switch agent to Not Ready - You will be switched to the Not Ready user status

automatically if you do not dial within the preview time. You will receive a

warning notification after timeout period.




67 Agent’s Guide

After you change your status to Ready, you receive another preview record.

When you preview a contact record, you can change your user status to Not Ready in the

top left menu. In this case, the preview record remains active. You can dial the numbers.

But after you set a disposition for the call, the new preview records are not visible to you.

Calling the Contact in the Current RecordTo call the contact, click the green button next to the phone number you want to dial.

You can also click Call Customer located in the Actions section on the right, and select thenumber to call.

After a number is dialed, the General tab opens. The call is processed as a standard

outbound call.




68 Agent’s Guide

To disposition a call, click Set Disposition to select from the list of dispositions configuredfor the campaign. Among the listed dispositions, there are system dispositions such as No

Answer, Busy, Fax, Answering Machine, Dial Error, etc. During the calls dialed by the

Predictive Dialer, these system dispositions are defined and set up automatically. But for

the Preview calls you need to select them manually.

After dialing a number in Preview mode and setting a a redial or any non-final disposition,you are prompted to try the number again. Clicking Yes allows you to try the same

number again, or to try another number for the record. The Preview window opens again

and shows the details of the same contact record. If the contact has several phone

numbers, the number next after the one already dialed will be highlighted in bold.

When the call is completed, the next Preview dial record from the list is delivered to you.



Processing Calls Recording Calls

69 Agent’s Guide

Skipping the Contact RecordYou can skip the record shown to you in the Preview window if you have permission.

To skip a record without dialing, click Set Disposition located in the Actions on the right.

You can now select a disposition from the displayed drop-down menu. The campaign skip

dispositions to select are configured by the Administrator.

The example skip dispositions are Declined, Skipped - Not Qualified, and Skipped - Re-

Queue. The skip dispositions can be of any type, including the Redial and Final. After you

select a skip disposition, a new record window is presented to you.

Recording CallsIf enabled by the Administrator, the call recording may be continued after the call is

transferred to a third party. You can record internal and external calls. Click Record Call in

the Actions toolbar. The button becomes pressed, indicating that the call is being

recorded.



Processing Calls Making Conference Calls

70 Agent’s Guide

A call recording is a WAV file containing the record of your conversations during the call

sessions. Recording agents for quality control or sales verifications can be critical to call

center supervisors.

There are a number of options/settings for call recordings:

• System-wide level (default FTP server)

• Agent level

• Campaign level (a number of campaign settings)

Administrators can enable these options for a campaign:

• Auto-Record

• Setting Recording name to Session ID

• Campaign-specific FTP server

If enabled, the call recording may be continued after the call is transferred to the 3rd

party. With the permission, you can record calls or a portion of a call using the Record Call

button on the Current Call screen. Agents can record both internal and external calls.

Read more in Recording Calls.

An administrator can enable the Always Record Agent’s Calls option for you so that all

your calls are recorded. Supervisors can record agents' calls as well.

Making Conference CallsDuring calls, you can create conference calls with three or more internal or external

parties. You can start a conference from the Current Call screen by adding the active and

parked calls to the conference. Conference participants are displayed only to the User

who added them on the Current Call screen.




71 Agent’s Guide

The Administrator can select one of the following options for each campaign, in the casethat multiple Five9 Agents are connected to a call:

• Agent who initiates conference must set a disposition for the call - The first agent

on the call must select a disposition when leaving the conference.

• Last Agent to leave conference must set a disposition for the call - The last agent

on the call must select a disposition.

• Conference initiator decides who must set a disposition for the call - The first

agent on the call may decide whether to select a disposition or pass disposition-

setting responsibilities to another agent, when leaving the conference.

• The conference call is not disconnected after the first party leaves the

conference, you and other parties can remain on the call.To start a conference,

click Conference.

Your party is automatically placed on hold. Until you select a disposition, you can

add information to the call log.

Selecting Conference Participants from a List1 Click Current Call.

2 Click Add Conference Participant.

The contact is placed on hold.

3 Select a transfer party.

Before adding a conference participant, you can see the status of agents to whom

can connect the call (Not Ready to take a call (Red), Ready to take a call (Green) or

off line (Grey). An agent must be in Ready state to accept a conference call.




72 Agent’s Guide

4 To switch to Simple mode, click Details.

5 Use the filter to display only those item types you need.

6 Enter a name.

7 Define the options for conference:

– Warm Conference - After a consultation call, transfer the customer to

another agent, supervisor, or third party by using warm transfer.

– Include Caller Info - If you check this option, the new call participant receives

contact details. If you do not check this option, the call participant receives

only information about you who initiated the call.

8 On the displayed screen, enter the phone number for the person to add to the

call, and click Add Participant.

For warm conferences, the third party is connected so that you can discuss the

call with the third party before adding the original contact.

9 Click Complete Conference to add the original contact to the call.




73 Agent’s Guide

Adding Parked Users to a Conference1 During the call, click the Parked Calls tab.

2 Right-click a parked call, and select Add To Conference.

3 Click Yes, and OK.

Leaving a ConferenceTo exit the conference and leave the other two members active, select Leave Conference

from the Actions menu and choose a disposition.

The conference call is not disconnected after the first party leaves the conference. You

and other parties can remain on the call.



Processing Calls Transferring Calls

74 Agent’s Guide

Transferring CallsYou can transfer a call to an agent, skill group, speed dial number, or running inbound

campaign. You can transfer internal and external calls.

Customers are automatically put on hold and are transferred to the desired agent or to a

group of agents with a specific skill, rather than making the customers wait while

manually putting them on hold and handling the transfer. The call no longer needs to be

manually parked first.

1 Click Transfer.

2 Select a third party.

Before transferring a call, you can see the Ready status of the intended party to

whom you are going to transfer the call: Not Ready to take a call (Red), Ready to

take a call (Green), or off line (Grey). You can transfer a call only to an agent who

is online.



Processing Calls Transferring Calls

75 Agent’s Guide

To switch to Simple mode, click Details. The window has no options as shown

below:

3 Use the filter to display only the item types that you need.

Agents - If thecheckbox is selected,allagents arelisted.

When you start typing a name, the appropriate names are listed in the Agents

and Skills field.



Processing Calls Managing Parked Calls

76 Agent’s Guide

4 Select a contact in the list, or type a phone number.

5 Define the options for call transfer:

– Timeout options:

- Time

- Record Voice mail

- Warm: After a consultation call, transfer the customer to another agent.

– Set Disposition: You can also pick up a disposition, such as Transfer to third

party.

6 Click Transfer Call, or Begin Transfer (warm transfer).

7 Click Close.

If enabled by the administrator, the call recording may be continued after the

transfer.

Managing Parked CallsYou can park internal and external calls. You can transfer, retrieve, and add to conference

a parked call.



Processing Calls Managing Parked Calls

77 Agent’s Guide

1 Click Park Call. The call is displayed in the Parked tab. The Call Details section andthe buttons on the right become unavailable.

2 Right-click on a call in the list in the Parked tab, and select Retrieve Call, Transfer

Parked Call, or Add to Conference.

3 Click Yes.

A window with the call details opens.

After the call has been added, you are notified, and the call appears in the

Conference Participants box.



Processing Calls Selecting Contact Records

78 Agent’s Guide

Selecting Contact Records

Selecting a Contact Among Many that Sharethe Same Phone Number

When two or more contact records have the same phone number, you need to select the

appropriate contact record. Make sure you are in the Current Call screen and have an

active call.

1 Click Select Contact Record at the right of the current call menu.

2 From the displayed drop-down menu, select Lookup by Current Number.

3 Select a contact record, and click Select.




79 Agent’s Guide

Your changes in the previously selected record are lost. The selected contactrecord details appear in the General tab.

Associating a Call with a ContactIf no correct contact records that are associated to the current number have been found,

you can associate the call to another contact by performing a Contact Record Lookup.

1 Click Select Contact Record at the right of the current call menu.

2 Select the Lookup Contact option.

3 Define the lookup criteria, and click Lookup.




80 Agent’s Guide

4 Select the necessary contact and click Select.




81 Agent’s Guide

The selected contact record details appears in the General tab. Now, the activecall is associated to the selected contact record even if the calling number is

different from Contact numbers.

Creating a Contact Record for the CallIf there is no appropriate contact record in the system, or if the customer is new or

requires a new account, you can create a new contact record for the current call.

1 Click Select Contact Record.



Processing Calls Working with Do Not Call Numbers

82 Agent’s Guide

2 Select the New Record (blank) or New Record (current data). – New Record (blank): only the current number is populated, as shown on the

image below.

– New Record (current data): the current contact data is populated to the new

contact record.

Working with Do Not Call NumbersDo Not Call (DNC) numbers are numbers whose owners have indicated that they do not

want to receive unsolicited phone calls. Unless the owner of the phone number has given

explicit permission to be called, you cannot call them. Such numbers should appear on Do

Not Call lists (DNC) lists that your contact center has either verified or purchased from a

vendor which has verified the list.

If the permission is enabled, you are allowed to fulfill the corresponding actions.

Adding a Number to the DNC List

If you have called a DNC number by mistake or the call recipient has asked that you addtheir number to the list, use this process to add their phone number to the Do Not Call

(DNC) list in your Five9 Agent application. You must have permission. However, you can

still use a disposition to add the current call number to the DNC.

You can add a number to the DNC list even if you receive a call that is not part of your

campaign.



Processing Calls Working with Do Not Call Numbers

83 Agent’s Guide

1 Select Actions > Add Number to DNC.

2 Enter the ten-digit phone number to be added to the DNC list.

3 Click OK.

This action adds the number to your contact center’s local DNC list, not to the national

DNC list.

Using a Disposition to Add a Number to the List

Follow these steps only if no Add to DNC disposition has been configured for a campaign.Select Actions > Current Call > Set Disposition > Add To DNC List.

You can also click Add Number To Do Not Call List at the top.



Processing Calls Ending Calls

84 Agent’s Guide

Dialing DNC-Listed NumbersDial the number. If you see an error message, you do not have permission to dial DNC-

listed numbers.

Ending CallsFor conference calls, administrators can set which user must finish the call (campaign

setting):

• Agent who initiates conference must disposition call.

• Last Agent to leave conference must disposition call.

• Conference initiator decides who must disposition call.

Ending a CallIf the administrator has enabled the After Call Work Time Limit for the campaign, the

system automatically assigns a predefined disposition after the set time limit. If the

person you are talking to hangs up first this will happen automatically so you do not have

to click the WrapUp Call for every call.

1 Click WrapUp Call in the toolbar, or click Actions > WrapUp Call.

The call ends and you can make notes on your worksheet or edit contacts before

the next call comes in.




85 Agent’s Guide

2 Click Set Dispositions.

The list of dispositions may be different for each campaign. You may be requiredto confirm the selected disposition. Some dispositions require you to fill in a

Worksheet.

To hang up, you can also click Set Dispositions without selecting WrapUp Call

first. This will end the call.

Preview calls: Among the listed dispositions, you can find such system

dispositions as No Answer, Busy, Fax, Answering Machine, Dial Error, etc. During

the calls dialed by Predictive Dialer such system dispositions are defined and set

up automatically. But for the preview calls you need to select them manually.

After you select a non-final disposition, you can call this contact again. The

Preview tab opens again with the details of the contact. If the contact has several

phone numbers, the next one after the already dialed one is highlighted.

3 To select your status after setting a disposition, click At End Of Call Switch To.




86 Agent’s Guide

Hanging Up the Softphone AutomaticallyUse this option to make the phone ring before you click Answer.

To enable, select Hang-up Phone When Call Ended from the Options > Softphone menu

item.

Important For outbound calls placed by the dialer, do not use this option because

the allowed time expires before you can answer.



87 Agent’s Guide

Chapter 4

Processing Voicemail

If your call center allows inbound calls to go directly to agent extensions, you may receive

voicemail messages from callers. Voicemail is used to transfer and store telephone

messages. Voicemail applies mostly to inbound campaigns.

Agents indicate whether or not they are ready to receive voicemail. Agents can recordgreetings for voicemail. The Five9 Agent application allows you to manage your

voicemail. You can save voicemail to a local file, transfer voicemail to other agents or

supervisors (for the agents with permissions to transfer them), respond, and more.

• Skill Voicemail

• Personal Voicemail

• Recording a Greeting

• Uploading and Resetting a Greeting

Skill VoicemailSkill group voicemail is processed by agents of this skill group who have permission, and if

processing for this skill group is permitted. Administrators can control which agents may

receive voicemail, and agents can control their availability to receive voicemail. Skill

voicemail has dispositions. Skill-routed voicemail is treated similarly to inbound calls.

Personal VoicemailVoicemail received as the result of calls not directed to a particular skill group but to the

agent. Voicemail transferred to you by other agents are considered personal voicemail.

Administrators can configure all inbound call voicemail to be transferred to a particular

agent.



Processing Voicemail

88 Agent’s Guide

The Voicemail window lists all messages received. Agents can play messages on theirdesktop. The Voicemail window contains these fields:

Skill Voicemail Personal Voicemail

Number - phone number of the message. New

Length - duration of the message in hours:minutes:seconds. Number

Created - date and time the message was created. Length

Campaign - campaign name of the message. Description

Contact Data (if available) Created

Comments Campaign



Processing Voicemail Enabling Voicemail

89 Agent’s Guide

Enabling VoicemailYour user status determines whether you can receive voicemail messages. You need

either Ready VM or Ready Call and VM. To automatically accept voicemail, Options >

Automatic Voicemail Accept.

Processing Skill VoicemailWhen you receive a message, the Voicemail button flashes red.

1 Click Voicemail.

The skill voicemail details appear. If the message is associated with a contact, thecontact details appear.



Processing Voicemail Processing Skill Voicemail

90 Agent’s Guide

2 Click Accept.

The recording is downloaded. The screen shows the fields in edit mode.

The skill actions are available. The following buttons may be enabled (depending

on your permissions):

– Return Call - You can return the call. The phone number is populated. You can

select a campaign name.

– Transfer - You can transfer the message to another agent or to a different skill

group.

– Delete - You can remove the message from the system.

– Processed - You can mark the current message as processed.

– Select Contact Record - You can use this button if more than two records with

the current phone number exist in contact database.

– Play, Pause, and Stop

3 In the right pane, click Play.



Processing Voicemail Managing Personal Voicemail

91 Agent’s Guide

4 When the message has finished playing, click Processed.

Managing Personal VoicemailWhen you receive a message, the Voicemail button flashes red.

1 Click Voicemail.

Personal messages are listed in the bottom pane.

2 Select a message in the list.

These buttons are enabled (depending on permissions):



Processing Voicemail Managing Personal Voicemail

92 Agent’s Guide

– Return Call - You can return the call. – Transfer - You can transfer the message.

– Delete - You can remove the message from the system. Select one or several

items. For multiple choices, hold <SHIFT> or <CTRL>.

– Play, Pause, and Stop

To see more options, right-click a message:

– Play Voicemail

– Save as a WAV file

– Delete

– Edit Voicemail: useful when transferring a message to add a comment. You

can also change the voicemail number.

To see information about an item, double-click a message.



Processing Voicemail Transferring Messages

93 Agent’s Guide

Transferring MessagesYou can transfer personal and skill messages.

1 Select a message.

2 Click Transfer.

A window opens.

3 Use the filter to display only the item types you need.

– Agents - If a check box is selected, all agents are listed.

– Skills - If a check box is selected, all skill groups are listed.



Processing Voicemail Recording Voicemail Greetings

94 Agent’s Guide

a Start typing a name.

b Select an agent or a skill group in the list.

c Click Transfer.

The message disappears from the Voicemail screen.

Recording Voicemail GreetingsYou can only upload user voicemail greetings but not skill group voicemail greetings.

• Recording a Greeting

• Uploading and Resetting a Greeting




95 Agent’s Guide

Recording a GreetingYou can record your greeting with professional software or the Windows Sound Recorder,

installed in the Windows XP operating system by default, as explained below. The

recorded audio is saved in WAV format. To record prompts, you only need a microphone

or a headset connected to your computer.

Windows Vista and Windows 7 operating systems do not allow saving audio files that are

recorded with the Sound Recorder application as WAV files. To records greetings, you

may download and use a third-party application, such as Audacity (a free program).

1 From the Windows Start menu, select All Programs > Accessories >

Entertainment > Sound Recorder.The Sound Recorder window opens.

2 Click Record.

3 When done, click Stop.

4 Click Play to listen to your recording.

You may have to adjust your microphone volume and record again to obtain the

proper output level.

5 To save the file, select File > Properties.




96 Agent’s Guide

6 In the Properties window, click Convert Now.

7 In the Sound Selection window, set these options: WAVE audio, ITU G.711 mu-

law, mono 800 Hz (In some applications, it is also listed as CCITT u-Law, 8.000 kHz,

8 bit, Mono, 7 kb/sec.)




97 Agent’s Guide

8 Click OK, and OK.

9 To save your recording, select File > Save As.

10 Select the Sounds (*.wav)" type, and ensure that the correct format is selected:

CCITT u-Law 8.000 kHz, 8 Bit, Mono (In some applications it is also listed as CCITT

u-Law, 8.000 kHz, 8 bit, Mono, 7 kb/sec.)

11 Click Save.

You can now import this file as a greeting.




98 Agent’s Guide

Uploading and Resetting a GreetingTo upload a greeting, select Actions > Upload Greeting. The standard Windows dialog

opens. Select a fi le in WAV format.

To return to the default greeting, select Actions > Reset Greeting.



Using the Multichannel Agent Desktop Natural Language Processing Engine

99 Agent’s Guide

Chapter 5

Using the Multichannel Agent Desktop

The Five9 Multichannel Agent Desktop provides intelligent customer engagement

capabilities for agents working with text channels. Agents working with text channels can

interact with customers using Five9 Chat, Five9 Email, and Five9 Social all from one

unified interface.

• Natural Language Processing Engine

• Text Channel Task Limits and Intelligent Routing of Multichannel Interactions

• The Multichannel Agent Desktop Home Page

Natural Language Processing EngineFive9 uses a Natural Language Processing Engine ( NLP) to tag and categorize posts before

they enter the agents’ Media Stream queue. The NLP sifts through the social feeds to

• Identify persistent business issue clusters and automatically categorize posts

• Perform sentiment analysis and tag the post sentiment

• Perform trending topic analysis based on

• Eliminate unactionable posts (SPAM) so that agents receive only valid items in

their queues

The Natural Language Processing Engine (NLP) automatically tags each incoming

interaction with Cluster Name, Sentiment, and Spam designations. At first, the

interactions enter the queue with more neutral tags. The NLP learns over time as agents

work and manually tag posts so that the NLP becomes more efficient at assessing

sentiment, assigning topics, and identifying the persistent business issues as clusters.

Sentiment analysis assessments are based on keywords in the post compared against

keywords and pattern matching defined during system setup.

The NLP performs trending topic analysis based on keywords configured in the system

during setup to identify the buzz on the social media sites. The NLP is able to find similar

posts in the social media site and associate a topic with each interaction based on

keywords that appear in the posts.



Using the Multichannel Agent Desktop Text Channel Task Limits and Intelligent Routing

100 Agent’s Guide

Text Channel Task Limits and Intelligent Routingof Multichannel Interactions

Agents with text channel skills are allowed to handle a specified number of concurrent

interaction tasks. The Text Channel Administrator specifies the media types each agent

can handle and sets the concurrent interaction task limit for each text channel.

The text channels – Five9 Chat, Five9 Email, or Five9 Social, are available only on inbound

campaigns. Voice interactions can be configured for both inbound and outbound

campaigns.

Task Limits and PrecedenceVoice interactions are always limited to one at a time. No other type of interaction can

interrupt an active voice engagement.

There is no system task limit for textual interactions, but the administrator uses judgment

to set limits for concurrent engagements. Limits might be based on experience, Key

Performance Indicators (KPIs), or the types of interactions associated with a particular

profile with which the agent works.

Here is a view of the Virtual Contact Center (VCC) Administrator Application where the

VCC administrator sets the task limits for agents. The task limit is set for each media type.



Using the Multichannel Agent Desktop The Multichannel Agent Desktop Home Page

101 Agent’s Guide

Intelligent routing allows items to be pushed automatically to available agents based onthe agent’s maximum allowed task limit. Intelligent routing is always used for voice

interactions, but is optional for textual interactions. If intelligent routing is not selected

for textual interactions, agents are allowed to cherry pick , or choose manually, the items

they want to work on. In this example, intelligent routing is checked for both Email and

Chat, but the agent can cherry pick the Social items.

The Multichannel Agent Desktop Home PageWhen you first open the Text Summary screen, you see your own Agent Profile and Agent

Totals report showing Key Performance Indicator (KPI) details. While you work you cancheck on your own performance in key areas, see how you are performing against the top

performer in the group, and see the average score of all agents in your group.

• Agent Profile Metrics

• Agent Totals Report

Agent Profile Metrics

Only you and the supervisor, business analyst, or administrator with appropriate

privileges can see your individual scores. No other agents can see your individual scores.

The profile panel also lists your roles and the groups to which you are assigned. Groups in

text channels map to Skills in the Virtual Contact Center (VCC) for voice.

Outreach Percentage of interactions where you and other agents are

reaching out to authors and customers

Assignment Percentage of resolved, or closed, interactions during the

current time period, the last 24 hours

Average Handle Time Average of all text-based items dispositioned and resolved

during the current time period, the last 24 hours



Using the Multichannel Agent Desktop The Multichannel Agent Desktop Home Page

102 Agent’s Guide

Agent Totals ReportThe Agent Totals report displayed in the panel on the right is a horizontal bar chart that

shows the breakdown of your performance across all profiles on which you are

authorized to work.

The two color bars displayed in each set show the

• Percentage of outreach you have completed compared to the entire agent group

• Percentage of assigned items of the entire group that are yours.

To change the display and show only one of the indices, click on the icons in the color-

coded legend at the bottom of the report.

The triangle in the upper right corner shows the overall trend performance either

increasing or decreasing from the previous seven day period. Use the scroll bar on the

right side to move the chart up or down.



Using the Multichannel Agent Desktop The Multichannel Agent Desktop Interface

103 Agent’s Guide

The Multichannel Agent Desktop InterfaceThe Chat, Email, and Social tabs in the left navigation bar each open the Multichannel

Agent Desktop interface. The Five9 Multichannel Agent Desktop interface includes these

key elements:

1 Agent Presence – Agents select their state of availability to accept interactions

2 Media Stream – Displays the text items in the queue

3 Interaction Details – Displays information about the active interaction

4 Author Profile – Displays information about the author of the active

interaction

5 Control Bar – Displayed above the Author Profile, Agents receive message

notifications, initiate searches for authors and other agents,

create posts, and control their Media Stream settings

6 Readerboard – Displayed across the bottom of the page, shows up-to-date

Key Performance Indicators (KPIs) for the groups and profiles

to which you are assigned



Using the Multichannel Agent Desktop Agent Presence

104 Agent’s Guide

• Agent Presence

• Media Stream Panel

• Interaction Details Panel

• Author Profile Panel

• Readerboard

• Control Bar

Agent PresenceAgents manage their presence (ready states) from the drop-down menu in the Agent

Application toolbar and mark their own status:

• The Ready option sets the Ready state to the last selections made in Ready ... The

next time you log in, you will be marked Ready for the same channels.

• The Ready ... option opens another window where agents with textual skills

indicate their presence to receive and work on textual interactions.



Using the Multichannel Agent Desktop Media Stream Panel

105 Agent’s Guide

• Not Ready - option indicates that you are not ready to work and you must selectone of the states defined by your VCC Administrator.

Agents with social skills can indicate what types of

interactions they are ready to work on. Selections you

make here are retained for the next time you log in.

Media Stream Panel

The Media Stream is the queue of textual posts either waiting for a response or inprogress by you or another agent. The posts come from various social media sources such

as Twitter, Facebook, and Blogs. These social media feeds are set up by Five9 Provisioning

and your Text Channels Administrator.

• Media Stream Queue

• Set Preferences to Sort and Filter the Media Stream for Easy Access to Posts

Media Stream QueueIn the Media Stream queue agents can choose to display all items in queue, assigned

items, or manage notifications. Up to 200 items are displayed in the queue at a time.




106 Agent’s Guide

You can see the source of each item in the queue by the media type icon displayed nextto the date stamp in the item instance.

The Assigned queue shows only the interactions assigned to the logged in agent. Once

the agent reaches the maximum allowed tasks, no interactions will be added to thatagent’s Assigned queue and the agent cannot cherry pick interactions until interactions

currently active are closed to take the queue below the maximum allowed task limit.

When you select a post, its details

automatically populate the Interaction

Details and Author Profile panels.

You can navigate through the list using

the Previous and Next buttons and the

arrows at the bottom of the display.

To refresh the Media Stream, click the

refresh icon in the bottom left corner of

the Media Stream panel. The system

refreshes the queue and applies any

filters you defined in the Settings

window. If you clicked Save and Search

when you saved your filter settings, the

refresh occurs automatically if you have

left the Media Stream queue and are

returning from viewing your Assigned

Media Stream queue. See Set

Preferences to Sort and Filter the MediaStream for Easy Access to Posts for

details on using the filters.

Items assigned to you show a closed lock icon. You can hover the pointer over the lock to

see if it is one of your items.

The live chat web form from the corporate website is the

source of the post.

Email is the source of the post.

Social Media Icon The social media network from which the item was sent.




107 Agent’s Guide

Set Preferences to Sort and Filter the Media Streamfor Easy Access to Posts

Use the Settings item in the Control Bar to manage your view of the Media Stream.

Agents who are set to cherry pick can create a more concise view of the entire queue by

sorting and setting filters. Agents can work more efficiently when their view of the queue

is customized. They can target their search and work for a particular type of posts.

Any combination of the sorting and filtering options can be used concurrently. Filteroptions can be set to include all interactions from a category or only those interactions

the meet the specified criteria.

For example, if you need to concentrate on a particular profile for a time, you can set the

Profile filter look at only interactions coming from that specific profile.

Sort options apply to the main Media Stream queue. Filter options apply to your Assigned

Media Stream queue.




108 Agent’s Guide

Sort Options Sort options apply to the main Media Stream Queue with all interactions

FIFO Sorts the Media Stream queue with the oldest item at the top of the list.

LIFO Sorts the Media Stream queue with the newest item at the top of the list.

Auto Lock Check Auto Lock Item to assign items automatically to an agent.

Item Sorted by Influence Sorts items by the author’s influence score.

Date Range Specify a date range from which to display interactions.

Filter Options Filter options apply to your Assigned Media Stream queue.

Disposition Displays only the interactions with the specified disposition.

Cluster Displays only the interactions tagged with the specified cluster.

Profile Displays only the interactions coming in from the specified profile.

SPAM Displays only the interactions tagged with the selected SPAM designation.

Priority Displays only the interactions tagged with the specified priority.

Sentiment Displays only the interactions tagged with the specified sentiment.



Using the Multichannel Agent Desktop Interaction Details Panel

109 Agent’s Guide

Interaction Details PanelThe Interaction Details panel shows information about the interaction that the Natural

Language Processing (NLP) engine has learned about it based on the NLP’s exposure to

details, keywords, and similar interactions. Agents use the Interactions Detail panel to

• Reset Interaction Tags to Improve Significance of an Interaction and Train the NLP

• Associate Attributes with an Interaction to Gather Additional Metrics

• Use Predefined Agent Responses, Assistances, and

Display Author History to Improve Efficiency

The lower half of the Interaction Details panel is different for each type of interaction. It

automatically changes when you select an interaction to work. The view shown here isused with Social items.




110 Agent’s Guide

Reset Interaction Tags to Improve Significance of anInteraction and Train the NLP

Based on keywords configured during initial setup, the Natural Language Processing (NLP)

engine tags all interactions with a Cluster Name, Sentiment, and a Spam indicator. Agents

can help to train the NLP to learn over time by modifying the assigned tags if they are not

an appropriate fit. Eventually the NLP will become more efficient at assigning tags.

If you see that the Cluster Name tag assigned by the NLP is incorrect, you can choose a

more appropriate tag from the drop-down menu on the Cluster Name field.

To change the Sentiment or Spam fields, click on their color icons and choose the more

appropriate sentiment icon or change the Spam assignment. By modifying the values ofindividual interactions, agents are helping to train the NLP so that tagging becomes more

efficient over time.




111 Agent’s Guide

Associate Attributes with an Interaction toGather Additional Metrics

To associate predefined attributes with an interaction, click on the plus sign (+) and select

the attribute(s) that fits best. Your Text Channel Administrator has previously defined sets

of attributes suitable to be used with each profile. A typical attribute might be to indicate

a geographic region as the source of the post.

Use Predefined Agent Responses, Assistances, andDisplay Author History to Improve Efficiency

The Text Channel Administrator can create predefined responses and assistance

procedures that agents can use when questions or actions are appropriate.

• Use Next Best Action Responses to Guide Interactions

• Use Assistances to Provide Standard Answers and Guidance in Interactions

• View History Based on Author

• Interaction Enhancement and Transfer Options

The options in the center tab bar can be used with all textual interaction types.




112 Agent’s Guide

Use Next Best Action Responses to Guide Interactions

Administrators can define rules and create responses for agents to use when situations

present predictable next steps. Typically, a Next Best Action response is used after a

specific type of event. For example, if a certain event occurs, agents can choose an itemfrom the Next Best Action list and it will be automatically populates the agent’s typing

field to send to the engaged customer. For example, if a customer reports that their cable

line is not working, a response might be to ask them to test a connection.

Use Assistances to Provide Standard Answers and

Guidance in Interactions

The Assistances are predefined by your administrator and provide standard, predefined

answers to common questions such as, “How do I reset my password?”; or standard

prompts to use at different points within an interaction. For example, if you are guiding

someone through a process, you might have an assistance that tells them to, “Restartyour computer now.”

Next Best Action Predefined set of next best actions; a list of suggested responses the

agent can select to answer the interaction or to apply the suggested

action. Next best actions are defined by the administrator to apply a

set of predefined rules to items in the media stream.

Assistances Predefined set of assistances to help agents with Chat interactions.

The assistances might be instructions to use at different points in a

Chat or Email session.

History History based on author. You see a complete history of all interactions

submitted by the same customer.

Others A set of additional capabilities used to enhance an author’s profile

and interactions; add notes to an interaction, associate the

interaction with a specific topic thread, or with a conversation.




113 Agent’s Guide

When you choose an option, the text from that response automatically populates the

response field and you can send it to the customer. In this case, the text from theassistance populates the Chat or Email typing field with the predefined text.

Using assistances helps to improve agents’ efficiency in handling interactions by reducing

research and doing the typing for them.




114 Agent’s Guide

View History Based on AuthorThe History tab displays a history of all interactions received from the selected customer.

Click on the arrows to see the previous and next posts as you are flipping through the

pages of a book.

You can also retrieve an author’s posts by clicking on a date from the timeline when a

post was made.

Interaction Enhancement and Transfer OptionsYou can use the options in the Others... tab to further enhance interaction records:

• Add Notes to an Interaction

• View History Based on Topic

• Transfer an Interaction to Another Agent or Group




115 Agent’s Guide

Add Notes to an InteractionYou can add notes to any interaction so that in any subsequent interactions with that

author so that the engaging agent will have context and be able to view the history and

other relevant information about interactions with that author.

View History Based on Topic

You can bind a topic thread to an single interaction or bind multiple interactions to a topic

to create a common thread. In the course of interacting with a customer, you might

discover that the interaction really has to do with a different topic or that you need to add

another topic topic thread to the interaction for more robust information about the

interaction or related interactions.

Select the interaction in the Assigned Media Stream queue, then click the plus sign (+) on

the Topic Thread line to type the topic name.

Bind as many interactions to the topic as you find relevant. You may attach multiple

topics to an interaction.




116 Agent’s Guide

Add a Notification to an InteractionYou can add notifications to individual interactions to set reminders to revisit or make a

callback. Type enough information to know the purpose of the notification and set the

date and time it should occur.

When you save the notification and open the Notifications queue in the Media Stream,

you will see the notification reminder on the interaction.

When you receive your reminder and click on the reminder notice, the interaction opens

automatically.

Transfer an Interaction to Another Agent or GroupUse the Other > Transfer options to transfer an interaction to another agent or back to a

group queue, or back to the main Media Stream for all groups. If you have locked an

interaction, you cannot unlock, but you can transfer it to another agent or to another

queue. The interaction becomes unlocked and is available for anyone else to select.



Using the Multichannel Agent Desktop Author Profile Panel

117 Agent’s Guide

T

Author Profile PanelThe Author Profile panel in the right panel of the main agent screen shows information

about the author of the currently selected interaction.

• Author Influence Scores

• Merge or Edit an Author’s Profile




118 Agent’s Guide

Author Influence ScoresThe author’s influence score is measured by percentages of Spam, public influence and

corporate influence against all of the posts they have submitted. The higher the rating, the

more credible the author is perceived.

The scores of the three categories are reflected in the swoop (colored semicircle) over the

avatar image. Each rating is based on a scale of 0 to 100 percent. Authors with a high Spam

rating are perceived to submit a lot of unactionable requests.

In this example Author’s Profile panel, the author has a 45 percent rating on public influence

so the swoop reaches about half way around the avatar image. If the rating were 75 percent,

the color swoop would reach three quarters of the way around. A color swoop appears for

each category in which the author has a score. You cold see Red (Spam), Blue (corporate

Influence), and Green (Public Influence) swoops stacked for any author.

The Author Profile shows the

• Author’s name

• Avatar

• Author’s email address• Influence scores

• Social media links they have used to submit

requests.

Authors with influence scores in multiple categories have

multiple swoops around their avatar:




119 Agent’s Guide

Merge or Edit an Author’s ProfileAgents can see more information about an author or edit the current information using the

More|Edit button. For example, an agent might learn that the author also has a link to a blog.

The agent can edit the profile and add the blog link, Wordpress profile, or add all profiles into

one.

Not every author will have social media links associated with their profile. They might use

their Customer Relationship Management (CRM) profile instead.

Some author’s might have multiple profiles because they created interactions in different

ways. You can merge multiple profiles so that their topics and interactions can be seen from

one profile.

Click Merge to edit an author’s profile. A pop-up window appears where you can link the

profiles.

The resulting view shows the merged profiles.



Using the Multichannel Agent Desktop Readerboard

120 Agent’s Guide

ReaderboardThe Readerboard appears across the bottom of the Agent screen and is visible from all

views within the Multichannel Agent Desktop. The Readerboard display continuously

wraps to display statistics for each profile to which you are assigned. The display runs all

of the profiles and then all of the agent groups. The display refreshes about every 12

seconds.

In this merged view you can use the doublearrows on the right side to toggle between

the attributes of the two profiles. When

you have the view that you like best for

each attribute, save the profile. The last

view for each attribute is what you will see

next time you look at the profile.

You may edit again if you still need

changes.

Profile or Agent Group The name of a profile or agent group to which you are assignedand are receiving interactions in the media stream queue.



Using the Multichannel Agent Desktop Control Bar

121 Agent’s Guide

Control Bar• Search the Agent Directory

• Receive and Send Internal Messages

• Search Interactions by Author

• Create an Outbound Post

• For Settings, see Set Preferences to Sort and Filter the Media Stream

for Easy Access to Posts in the Media Stream Panel topic.

Search the Agent DirectoryUse the agent directory to look for other agents and their readiness states, chat with

another agent, send a message to another agent, or find all agents in a specific group.

Chat Shows the number of chats you currently have

• In Progress - actively working

• Assigned - you have received them automatically or have

cherry picked them manually to lock them

• Close - the number of Chat engagements you have closed

within the currently reporting period, the last 24 hours

Not Reviewed SPAM The interactions perceived by the NLP to be SPAM. These items

are not entered into the Media Stream queue.

Not Reviewed The total number of items in the Profile that have yet to be

assigned and are NOT marked by the system as Spam. In other

words, this metric indicates that Not Reviewed are all theitems still in queue for that Profile that are NOT marked by the

system as Spam

Dropped The number of interactions dropped




122 Agent’s Guide

When you transfer an interaction to another agent, you select that agent from the list inthe agent directory. Select the group to see all agents in that group.

Receive and Send Internal MessagesAgents receive notifications when they have an internal message and can send internal

messages to other agents, supervisors, or other users. If you have a message waiting, a

balloon alert appears above the Message link in the control bar.

Search Interactions by AuthorClick Search By Author to search the list of authors by name. You see a list of all postings

from that author. Agents can examine the list of posts and choose the one most relevant

to their needs at the time.




123 Agent’s Guide

Create an Outbound PostIf you are authorized, you can create a proactive outbound post to appear on your

corporate fan page. You might use this feature to announce an upcoming webinar or a

special promotion.

You can write your own message or

choose an assistance from the list of

predefined assistances.

Choose the target fan page from the

drop-down Destination list of

corporate fan pages available to your

profile.

Choose the profile from the drop-

down Profile list.



Using the Multichannel Agent Desktop Live Chat Engagements

124 Agent’s Guide

Live Chat EngagementsFive9 provides web forms that administrators link to the corporate website where

customers can initiate live chat sessions with agents. Customers can bookmark the chat

location so they can easily return and initiate live chat sessions.

When the customer starts the chat on their end, the next available agent receives a

notification that a request for a live chat is in the queue.

You have 30 seconds to accept or reject the live chat request. If you doe not accept or

reject, the item goes into the general Media Stream queue. If you accept the interaction,

it is moved to your Assigned Media Stream queue.




125 Agent’s Guide

The assigned Chat interaction is locked and you cannot unlock or move it back to the

general queue. If you decide that you cannot handle that interaction, you can transfer it

to another user.

Transfer an Interaction to Release it From YourAssigned Media Stream Queue

To transfer to another agent or to the group, use the Transfer to agent or Transfer to

Group options in the Other tab.




126 Agent’s Guide

Engaging in the Chat SessionUse the lower half of the Interaction Details panel to engage in the Chat session.

Type your responses in the typing field. When you use predefined Assistances or Next

Best Interaction items in your chat, the text from those items is automatically populated

into the typing field.

Next Steps. See Add Value to the Chat Interaction and Author Profile

Add Value to the Chat Interaction and Author ProfileYou can enhance the value of an interaction and the author’s profile by adding elements

or editing the current state of the interaction. See these topics for guidance:



• Use Predefined Agent Responses, Assistances, andDisplay Author History to Improve Efficiency



Next Steps. See Disposition the Chat Interaction




127 Agent’s Guide

Disposition the Chat InteractionWhen you are satisfied that the Chat interaction is complete, assign a Disposition, then

click the Terminate button to close the interaction. When you click Terminate, the Chat

item disappears from your Assigned queue.



Using the Multichannel Agent Desktop Email Engagements

128 Agent’s Guide

Email EngagementsEmail interactions work much the same way as Chat interactions.

• Replying to Emails

• Add an Assistance to Help Answer the Email Request

• Add Value to the Email Interaction and Author Profile

• Close the Email Interaction by Selecting a Disposition

• Sending a New Email Message

Replying to EmailsWhen an email item pops into your queue, you have 30 seconds to accept or reject the

item.

If you reject an email item or do not respond within the 15 seconds, you receive a

warning that you are being set to the Not Ready state.

Go back and set your Ready status again and indicate that you are ready to receive Email.




129 Agent’s Guide

When you again have Email items in your Assigned Media Stream queue, click on an

Email item and the customer’s email pops up over the Interaction Details panel. You

reply and engage with the customer right in that Email window. The entire Email thread is

captured there so that you can scroll through the thread as needed.

You may reply only to the author, or you may include other recipients in the CC and BCC

lines of the reply email.




130 Agent’s Guide

Add an Assistance to Help Answer the Email RequestYou can use predefined Assistance articles to provide quick answers to common

questions. A common question might be, “How do I reset my password?” An assistance

article can be created to provide the instructions.

When you select the assistance item from the list, the text from the assistance article

populates your email response window.

See Use Assistances to Provide Standard Answers and Guidance in Interactions for more

examples and general information.




131 Agent’s Guide

You will receive a response that says, “Interaction Completed Successfully.”

Add Value to the Email Interaction and Author ProfileYou can enhance the value of an interaction and the author’s profile by adding elements

or editing the current state of the interaction. See these topics for guidance:



• Use Predefined Agent Responses, Assistances, and

Display Author History to Improve Efficiency



Next Steps. See Close the Email Interaction by Selecting a Disposition




132 Agent’s Guide

Close the Email Interaction by Selecting a DispositionSelect an appropriate disposition from the Disposition drop-down menu. When you

select the disposition, it closes the Email interaction as resolved.

Sending a New Email MessageAgents working with Five9 Email can compose and send new email messages. You can

send an email to one recipient or to a list of recipients as needed.

Click on the New Email button in the toolbar of the multichannel engagement screen to

open a new email form.



Using the Multichannel Agent Desktop Social Engagements

133 Agent’s Guide

Just as when replying to an email, you can choose the profile with which the new email is

associated, enter the list of recipients, and use assistances as needed.

Social EngagementsAgents with Social skills can select Social interactions manually, or the interactions can be

assigned automatically as the agents task limit allows.

• Cherry Pick Social Interactions from the Media Stream

• Auto Lock Control

• Reply to Social Posts

Cherry Pick Social Interactions from the Media StreamAgents allowed to select Social interactions manually, or cherry pick , see all of the

interactions in the Media Stream queue.




134 Agent’s Guide

In addition to the Media Type setting configured by the Text Channels Administrator,

Agents and Supervisors may have permission to use the Auto Lock Item option to control

whether an agent with Social skills is able to cherry pick items from the queue.

Auto Lock ControlIn the Settings window the Auto Lock Item option controls whether an agent is allowed

to cherry pick Social Interactions or receive them automatically when their task limit is

not at maximum.

Supervisors have a view of the Auto Lock Item setting and may decide whether to allow

an agent to control the Auto Lock Item setting from the Agent Application.




135 Agent’s Guide

Reply to Social PostsYou can reply to social posts and your answer is posted to the corporate fan page. Replies

you send to social posts are sent from the fan page administrator’s ID. Actual agentnames and IDs are not used. Click on the Reply button to reply to a public social post.

You can also reply privately to an incoming private message. Your response is send only to

the author of the post and is not posted on the fan page. When you select a private social

post, the control bar changes. Use the Message button to reply to a private social post.

Auto Lock Item - OFF if not checked, the lock icon on the interaction does notautomatically lock. You must click on the lock to close the

lock.

Auto Lock Item - ON Social interaction items are automatically submitted to your

Assigned queue until your maximum allowed task limit is

reached.



136 Agent’s Guide

Chapter 6

Managing Callbacks

You can schedule a date and time to return a call. You can create notifications so that you

receive reminders for scheduled callbacks and view summary information. Callback

Reminders appears on your screen at the scheduled time.

• Returning Calls

• Managing Callback Reminders

Callback reminders can be scheduled during an active call. Callbacks can be used for both

Inbound and Outbound Campaigns. After the callback is scheduled, a disposition, such as

Callback Scheduled, can be set for the call. The application toolbar provides access to the

following buttons:



Managing Callbacks

137 Agent’s Guide

• Add Callback - add a reminder during a call (the number is populated) or after thecall.

• Remove Callback(s) - on the Callbacks screen.

• Make Callback - call back the contact specified in the reminder.

Access callback reminders on the Callbacks screen. Administrators and supervisor can

view the agents' callback reminders.

Commands available from the right-click menu:

• Make Callback

• Remove Callback

• Select Contact Record - available for numbers existing in several Contact records.

When returning a call, you see this window:



Managing Callbacks Returning Calls

138 Agent’s Guide

You see the following columns:• Done - The box becomes checked after you have made a callback to the contact

or if you manually check the "Completed" box on the "Edit Callback" screen.

• Number - Phone number to call.

• First Name - The contact’s first name.

• Last Name - The contact’s last name.

• Company - The company with which the contact is associated.

• Complete By - Date and time when the callback reminder appears.

• Campaign - If applicable, the campaign associated with callback.

• Comments - If applicable, any comments related to the callback.

Returning Calls1 Select a message.

2 Click Return Call in the right pane.

The Make Call window opens. The phone number is already populated. If this is a

skill voicemail, the campaign name is selected. You can select another campaign.

3 Click Make Call.



Managing Callbacks Managing Callback Reminders

139 Agent’s Guide

Managing Callback Reminders• Enabling Callback Reminders

• Scheduling Callback Reminders

• Editing Callback Reminders

• Making a Call

• Dismissing a Callback Reminder

• Postponing a Callback Reminder

• Removing a Callback Reminder

Callback reminders appear on the screen during the scheduled time:

• Notes - Comments are displayed.

• Make Call - Enables you to make a call.• Dismiss - Enables you to decline the callback reminder.

• Snooze - Enables you to postpone the reminder for a time ranging from 30

seconds to 30 minutes.




140 Agent’s Guide

Enabling Callback RemindersThese features are enabled by default. You can turn these features on and off by clicking

the menu items in the Options drop-down menu. If there is a check-mark next to the

feature, it is enabled.

If you do not have the Enable Callback Reminders option checked, you will not receive

reminders for your scheduled callbacks.

Scheduling Callback Reminders

If you need to call someone back and would like a reminder on your computer screen,you can add a callback reminder. You can also create a callback reminder from the

Contacts (CRM) screen.

1 During a call, click Add Callback in the toolbar.

The Add Callback dialog opens. If you are on a call, the phone number is

populated. The populated number is associated with a selected campaign.

Otherwise, you need to select the number manually or use speed dial.




141 Agent’s Guide

2 Use the arrow next to Date/Time to set the date of the callback.

3 Use the up and down arrows to set the time. Double-click the minutes and use

the arrows to change the minutes.

4 Verify that the correct time zone is selected.

5 Add comments in the Comments tab.

6 When complete, click Save.

7 When you end the call, select a disposition, such as Callback scheduled.




142 Agent’s Guide

Editing Callback RemindersYou can mark the callback Completed during editing.

1 In the Callbacks screen, double-click an item.

A window opens.

2 Apply your changes, and click Save.

Making a Call

From a Reminder Window

At the scheduled callback time, the reminder window opens. Click Make Call.




143 Agent’s Guide

From the Callbacks ScreenIn the Callbacks window, right-click on the callback and select Make Call.

Dismissing a Callback Reminder

At the scheduled callback time, the reminder window opens. Click Dismiss.




144 Agent’s Guide

Postponing a Callback ReminderAt the scheduled callback time, the reminder window opens. Select a duration, and click

Snooze.

Removing a Callback Reminder1 In the Callbacks window, select a callback.

For multiple choices, you can hold down the <SHIFT> or <CTRL> keys. You can

also right-click a callback and select Remove Callback from the displayed menu.

2 Click Remove Callback(s) in the toolbar.

3 Click Yes or Yes To All.




145 Agent’s Guide

The selected items disappear from the list.

Selecting a Contact Record for the Callback

If several Contact records have the same number, you can select one for the callback.

1 In the Callbacks screen, right-click a callback and select Select Contact Record.

You receive a message an appropriate message.

2 Click OK.

If several records exist found, they are listed in the Select Contact Record

window.




146 Agent’s Guide

3 Select a record and click Select.



147 Agent’s Guide

Chapter 7

Using Internal Communication Tools

There are three types of built-in communication functions for communicating internally

with other agents, administrators and supervisors.

• Instant Messages

• Internal Chat• Internal Calls

• Sending an Internal Instant Message

• Listing Received and Sent Internal Instant Messages

• Creating an Internal Chat Session

• Using the Internal Chat Session Window

• Making Internal Calls

• Receiving Internal Calls

Sending Instant MessagesAn instant message is information immediately delivered to a recipient's desktop. The

Five9 Agent application provides a built-in function for instant messaging. All users can

send Instant messages to other internal users.

Agents can send instant messages to one or several users of any type. The recipient usermust be online but does not need to have the Off Break status (necessary for internal

calls). Administrators can send instant messages to individual users (Info message type),

skill group users (Info message type), and all users (Broadcast message type). All instant

messages sent and received during the current session are listed on the Messaging

screen.

Note Separate Five9 Chat, Five9 Email, and Five9 Social functions are provided for

communicating with contacts.



Using Internal Communication Tools Sending Instant Messages

148 Agent’s Guide

Sending an Internal Instant Message1 In the toolbar, click Send Instant Message, or select Actions > Messaging > Send

Instant Message.

The Send Message window opens.



Using Internal Communication Tools Sending Instant Messages

149 Agent’s Guide

2 Select a user from the list.

You can hold <CTRL> or <SHIFT> to select multiple items.

3 Type your message, and click Send Message.

The message appears in a window on the recipient's monitor:



Using Internal Communication Tools Using the Internal Chat Function

150 Agent’s Guide

Listing Received and Sent Internal Instant MessagesClick Messaging in the left navigation pane. You can see all messages received and sent

during the current session in the Received tab.

Using the Internal Chat FunctionYou can send text messages in real time to other agents, administrators or supervisorsusing this chat function. A chat session can be created by all users. One or several Users

can be invited to a chat session. Chat session messages can be saved as a text file.

Creating an Internal Chat SessionTo create an internal chat session with agents, administrators, or supervisors, follow

these steps.

1 In the toolbar, click Create Chat Session, or select Actions > Messaging > Create

Chat Session.

Note The internal chat function and its launch icon in the toolbar are related to the

Messaging icon in the Agent desktop. Internal chat and messaging cannot be used

to communicate with contacts.



Using Internal Communication Tools Using the Internal Chat Function

151 Agent’s Guide

The chat session window opens with your user name as the only member.

Using the Internal Chat Session Window1 Click the + button to invite users to the chat.

Only online users are listed.

2 In the displayed window, select one or several users to invite. For multiple

choices, hold the <SHIFT> or <CTRL> keys.

3 Click OK.

All invited Users are displayed in the bottom left of the chat window.

The user is notified of your invitation. You are notified of the user’s acceptance or

refusal of your invitation.

After the invited user enters the chat, you can send messages.



Using Internal Communication Tools Making Internal Calls to other Users

152 Agent’s Guide

4 Type your message in the box at the bottom of the screen and press <ENTER>.The chat text appears in the main section of the screen.

5 To export a chat transcript in TXT format to your computer, click Export

Transcript.

6 To end the internal chat, click X in the upper right corner, and click Yes.

Making Internal Calls to other UsersIn addition to using the internal chat and internal instant message features, users can call

other users through the Five9 Agent application.

Users must have an Off Break status to make and receive calls, including internal calls. If a

recipient does not have an Off Break status, the caller can leave a voicemail message.




153 Agent’s Guide

Making Internal CallsYour status must be set to make calls.

1 Select Actions > Make Call, or press <CTRL> + <M> keys.

The Make Call window opens.

2 To call a specific agent, select the Agents check box.

3 Enter a name or select the recipient's name from the list.

4 Click Make Call.

You are notified.

5 Click Close.

Internal Call Controls

Call Control Feature Call Control Function

Record Call Records a call; must be enabled by an administrator.

Place Call On Hold Places the call on hold and plays music until pressed

again to retrieve the call.

Park Call Places the call in a parked state where it may be

transferred to another User, transferred to a third

party, or added to a Conference. To avoid receiving

another call, select a Not Ready status (using the At

End Of Call Switch To button) before clicking on Park

Call.




154 Agent’s Guide

6 To end the call, click End Call.

If the recipient ends the call, you are notified.

Receiving Internal Calls

Your status must be set to receive calls.

The incoming call is placed in the Personal Queue tab on the Current Call screen.

After timeout, the call is removed from the Calls In Queue tab and the voicemail can be

received.

If you are using the Softphone station type, you may have the Hang Up Phone When Call

Ended option enabled for manual call answer. You can hear everything including the

phone ring/tones as if using a traditional phone. To answer the call, click Answer.

Transfer Transfers the current call to a third party or another

agent.

Add Conference Participant Adds another participant to the call.

End Call Hangs up the call.

At End of Call Switch To Displays agent statuses that can be selected after

setting a disposition for your current call. When the

call ends, the agent status is automatically switched.

Use Dial Pad Displays dial pad.

Volume Control Opens the speaker and microphone volume sliders

synchronized with Windows volume control. Also

includes a mute check box that blinks if enabled

Call Control Feature Call Control Function




155 Agent’s Guide

Calls are typically received automatically. When you receive a call, the Incoming Call

window will open. The Call Type field is Internal.

For an internal call, the following options are available:

• End Call - Hang up.

• At End of Call Switch To - displays agent statuses that can be selected after setting

a disposition for the current call. When the call ends, the agent status is

automatically switched.

• Use Dial Pad - dial pad opens.

• Volume Control - opens the speaker and microphone volume sliders

synchronized with Windows volume control. Also includes a mute check box that

blinks if it is enabled.

7 To end the call, click End Call.

If the recipient ends the call, you are notified.



156 Agent’s Guide

Chapter 8

Managing Contacts

Contacts in your Virtual Call Center (VCC) are stored in a database, which is updated by an

administrator importing a list or when an agent updates or creates a contact record.

Administrators define which contact fields are available to you.

When a call is connected to you, the contact data from the database appears in a windowif data is available. The Contacts (CRM) section enables you to see and update your

recent contacts.



Managing Contacts

157 Agent’s Guide

The Contacts (CRM) screen is divided into several sections:

Section Options

Contact Record

Information stored in the

database pertaining to a contact.

• New contact record

• Save contact record

• Add callback

• Call customer

• Attach To Call: associate contact to current call.

• Attach To Voicemail: associate contact to current

voicemail.

Call History

Details of previous calls, including

a sortable table of your call history

with the call time, campaign, and

disposition. You can filter the view

by time range or by the current

session. You can sort the list by

clicking any column header.

Contact Lookup

Enables you to search for contact

records by clicking the Lookup

button. The functionality can be

limited by setting the appropriate

permissions.

• Lookup - If no contact information in call details,search database.

• Remove contact.

• Clear List of customers from the Recent Customers

list without removing from the database.



Managing Contacts Adding Contacts

158 Agent’s Guide

Adding ContactsFollow these steps to add a contact record. You cannot create contact records with phone

numbers that are already in the system.

1 Click Contacts (CRM).

2 Click New Contact Record in the right pane.

Contact Record Sessions

Enables you to view previous calls

to the selected contact record. To

view contact sessions, select a

record in the Call History panel

and click Show Calls. This view

includes all calls to the contact,

with the name of the agent

involved, the disposition assigned

to the call, and the phone number.

This table can be sorted by clickinga column heading.

• New Contact Record Session

• Save Contact Record Session

• Show Calls

Optionally, all dialer attempts may be displayed. The

administrator may allow you to see system disposition

calls on this page.

Section Options





Managing Contacts Looking Up Contacts

160 Agent’s Guide

2 Click Lookup at the bottom.

3 In the Lookup Customer Criteria window, check the box next to the contact field

name and enter a string in the field.



Managing Contacts Looking Up Contacts

161 Agent’s Guide

You can look up information by using one or several fields. The search is caseinsensitive. You must enter complete strings. You can use the wild cards to define

a subset of all possible characters:

- %: matches zero or more characters. For example, use r;%555% to find

numbers that contain 555, such as 9255572000 or 9289235552 or

9234555233.

- _: substitutes a single character. For example, search for

r; 555 ” (3 underscores + 555 + 4 underscores) to find

numbers such as 1235551234.

4 Click Lookup.

Retrieved Contact records are listed in the Contact Lookup section. The selected contact

details are displayed in the Contact Record section.



Managing Contacts Managing Contact Records

162 Agent’s Guide

Managing Contact Records• Editing Contact Details

• Calling a Selected Contact

• Attaching a Contact Record to a Call

• Attaching a Contact Record to a Voicemail Message

Editing Contact Details1 To display contact properties, double-click a contact in the Call History, Contact

Lookup, or Recent Contacts sections.The selected customer's details are displayed in the Contact Record section.

2 Apply the necessary changes in the Contact Record section.

3 Click Save Contact Record on the right, and OK.

Calling a Selected ContactMake sure you have the necessary contact details in the Contact Record section.

1 Click Call Customer, or click the phone icon.

If the Customer has several phone numbers, they appear in a drop-down menu.

The Make Call window opens. The phone number is automatically populated. You




163 Agent’s Guide

can not change it in this window. The campaign is already selected. You can selectanother campaign.

2 Click Make Call.

Attaching a Contact Record to a CallThe current phone number is not added to the contact record. Contact records are not

changed.

• Current Call Screen

• Contacts Screen


• Contacts Screen

Current Call Screen

1 During a call, click Actions > Select Contact Record.

2 Select one of the options.

3 If you selected Lookup Contact, choose a contact and click Select.

The current call is now associated with the selected contact record. The contact details

appear in the Call Details section on the Current Call screen.




164 Agent’s Guide

Contacts Screen

1 During a call, click Contacts (CRM).

2 Select a contact record to attach the call.You can search for a specific contact record, or you can create a new record.

3 Ensure that the contact details appear in the Contact Record section on the

Contacts (CRM) screen.

4 Click Attach to Call.




165 Agent’s Guide

The current call is now associated with the selected contact record. The contact details

are displayed in the Call Details section on the Current Call screen.

Attaching a Contact Record to a Voicemail MessageThe current phone number is not added to the contact record. Contact records are not

changed.


• Contacts Screen

Voicemail Screen

On the top panel, you may see that several Contacts have been found to correspond with

the current voicemail.

1 While processing a message, click Actions > Select Contact Record.

2 In the displayed dialog, select a contact and click Select.



Managing Contacts Managing Contact Sessions

166 Agent’s Guide

Contacts Screen

1 While processing a message, click Contacts (CRM).

2 Select a contact record, ensuring that the contact details appear in the Contact

Record section.

You can search for a specific contact record, or you can create a new record.

3 Click Attach to Voicemail.

Managing Contact SessionsCalls automatically create contact sessions. One contact record can have several contact

sessions, usually the previous inbound and outbound calls to the customer. Contact

sessions can be created manually to add notes, such as about receiving an email from the

customer or communicating with the customer outside the Five9 VCC.

• Listing Sessions for a Contact Record

• Creating a Contact Session

Listing Sessions for a Contact Record1 To view a session, click Contacts (CRM).

The contact details appear in the Contact Record section. The Contact Sessions

appear in the Contact Sessions section.



Managing Contacts Managing Contact Sessions

167 Agent’s Guide

2 To open a session in a separate window, double-click an item.

You can use the navigation pane located in this window to navigate to the next/

previous item.

Creating a Contact SessionThis feature enables you to add notes about the contact.

1 To view a session, click Contacts (CRM).

2 Click New Contact Record Session.

3 Enter your description (optional), and click Create Session.



Managing Contacts Printing Contact and Call Details

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A new line appears in the Contact Sessions section.

Printing Contact and Call Details1 On the Contacts (CRM) window, display contact sessions for the required contact.

2 Right-click a session item and select Print.

3 In the displayed window, select the available information that you want to print.

– Call Info

– Contact Data

– Worksheet

– Session Notes (if they were created)



Managing Contacts Printing Contact and Call Details

4 Click Print.

5 In the standard Windows Print dialog, select the printer, define the necessary

print settings, and click OK.

This figure shows an example.

Documents

Agents Guide