Five9 Virtual Contact Center

Transcription

1 Cloud Contact Center Software Five9 Virtual Contact Center Agent s Guide November 2017 This guide describes how to receive and process calls and textual interactions and use tools, such as scripts, worksheets, voic , and chat. Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright 2017 Five9, Inc.

2 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 Trademarks Five9 Five9 Logo Five9 SoCoCare Five9 Connect ii Agent s Guide

3 Contents What s New... viii Chapter 1 Introduction to the Five9 Agent Application...1 Outbound 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... 7 Summary Views of the Agent Desktop... 7 Voice Media Summary... 8 Text Media Summary... 9 Current Call Screen... 9 Callbacks Screen Messaging Screen Voic Screen Media Stream Screens Session History Screen Contacts (CRM) Screen Chapter 2 Managing Your Station Logging into Your Station Selecting a Skill Group Restarting your Station Changing Your Password Setting Phone Options Sound Settings Automatically Answering Calls Softphone Volume Control and Signal Quality Volume Control iii Agent s Guide

4 Signal Quality Meter Testing Voice Connectivity Echo Call Voice Connectivity Test Setting Your User Status Logging Out Viewing Call History Managing Your VCC Account Changing your Password and Security Answers Recovering your Password Forgotten Password Incorrect Password Agent Station Access During Domain Maintenance Chapter 3 Processing Calls Making Test Calls Making Manual Calls in a Standard Five9 Domain Using Campaign Features Campaign Types Outbound Campaigns Inbound Campaigns Autodial Campaigns Scripts Connectors Worksheets Dispositions Preview Campaigns Contact Redial Time Recordings Receiving Calls Processing Calls from Standard Five9 Domains Processing Calls from Five9 TCPA Domains Previewing Contact Records in Five9 TCPA Domains Dialing External Numbers in a Five9 TCPA Domain Previewing Calls in Standard Five9 Domains Calling the Contact in the Current Record Skipping the Contact Record Recording Calls Making Conference Calls Selecting Conference Participants from a List Adding Parked Users to a Conference Leaving a Conference Transferring Calls Managing Parked Calls Selecting Contact Records Selecting a Contact Among Many that Share the Same Phone Number Associating a Call with a Contact iv Agent s Guide

5 Creating a Contact Record for the Call Working with Do Not Call Numbers Adding a Number to the DNC List Using a Disposition to Add a Number to the List Dialing DNC-Listed Numbers Ending Calls Ending a Call Hanging Up the Softphone Automatically Chapter 4 Processing Voic Enabling Voic Processing Skill Voic Managing Personal Voic Transferring Messages Recording Voic Greetings Recording a Greeting Uploading and Resetting a Greeting Chapter 5 Processing Text Interactions Text Channels Home Page Agent Profile Metrics Agent Totals Report Text Channels Interface Agent Presence Media Stream Media Stream Queue Setting Preferences to Sort and Filter the Media Stream Interaction Details Resetting Interaction Tags to Train the NLP Associating Attributes with an Interaction Using Assistances and Displaying Author History Author Profile Author Influence Scores Merging or Editing an Author s Profile Control Bar Searching the Agent Directory Receiving and Sending Internal Messages Searching Interactions by Author Creating an Outbound Post Readerboard Chat Interactions Transferring an Interaction to Release it from Your Queue Engaging in the Chat Session Adding Value to the Chat Interaction and Author Profile Closing a Chat Interaction Interactions Replying to s v Agent s Guide

6 Adding an Assistance for an Request Adding Value to the Interaction and Author Profile Closing an Interaction Sending a New Message Social Interactions Selecting Social Interactions from the Media Stream Auto Lock Control Replying to Social Posts Using Text Channel Dispositions Chapter 6 Managing Callbacks Returning Calls Managing Callback Reminders Enabling Callback Reminders Scheduling Callback Reminders Editing Callback Reminders Making a Call From a Reminder Window From the Callbacks Screen Dismissing a Callback Reminder Postponing a Callback Reminder Removing a Callback Reminder Selecting a Contact Record for the Callback Chapter 7 Using Internal Communication Tools Sending Instant Messages Sending an Internal Instant Message Listing Received and Sent Internal Instant Messages Using the Internal Chat Function Creating an Internal Chat Session Using the Internal Chat Session Window Making Internal Calls to other Users Making Internal Calls Receiving Internal Calls Chapter 8 Managing Contacts Adding Contacts Looking Up Contacts Managing Contact Records Editing Contact Details Calling a Selected Contact Attaching a Contact Record to a Call Current Call Screen Contacts Screen Attaching a Contact Record to a Voic Message Voic Screen vi Agent s Guide

7 Contacts Screen Managing Contact Sessions Listing Sessions for a Contact Record Creating a Contact Session Printing Contact and Call Details vii Agent s Guide

8 What s New Chapter 2 This table lists the changes made in the last six releases of this document: Release November 2017 September 2017 August 2017 July 2017 October 2016 September 2015 Changes Added Managing Your VCC Account. Added information about supervisors monitoring your calls. Removed the enhancement. Added an important note for users who select a PSTN station. Updated graphics and formatting in Processing Text Interactions. Corrected the figure about wrapping up calls in Top Menu and Toolbar. Updated information about dialing for agents working in TCPA domains: Processing Calls from Five9 TCPA Domains viii Agent s Guide

9 Chapter 1 Introduction to the Five9 Agent Application The Five9 Agent application enables you to process calls and text interactions for outbound, inbound, and autodial campaigns. Your administrator 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 Overview Callbacks Overview Call Wrap-up Overview Agent Desktop Screen Agent Window Views Outbound Calling Overview The 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 Overview When 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. 1 Agent s Guide

10 Introduction to the Five9 Agent Application Inbound Calls Overview Inbound Calls Overview Inbound 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 Overview Depending 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 called automatic 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 Overview When 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 format to 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 Overview The 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 Overview When 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. 2 Agent s Guide

11 Introduction to the Five9 Agent Application Agent Desktop Screen Agent Desktop Screen Reach 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 voic messages Customize your voic greeting Manage Five9 Chat, Five9 and Five9 Social interactions. Internal communication tools allow you to reach supervisors and other agents through internal voice calls, chat, and instant messaging. Top Menu and Toolbar 3 Agent s Guide

12 Introduction to the Five9 Agent Application Agent Desktop Screen Navigation Bar Main Window Area Status Bar Top Menu and Toolbar All 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 from left to right. 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 Voic Remove Selected Voic (s) Request Help 4 Agent s Guide

13 Introduction to the Five9 Agent Application Agent Desktop Screen Navigation Bar The 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 voic . See Voic Screen Engage contacts in chat sessions using Five9 Chat. See Media Stream Screens. Engage contacts in social interactions using Five9 Social. See Media Stream Screens. Exchange with contact using Five9 . See Media Stream Screens View your session history and related statistics. See Session History Screen Manage your contacts. See Contacts (CRM) Screen To hide or show the Navigation bar, select View > Navigation. 5 Agent s Guide

14 Introduction to the Five9 Agent Application Agent Desktop Screen Main Window Area The main area changes depending on which icon is selected. By default, the Summary window is displayed. 6 Agent s Guide

15 Introduction to the Five9 Agent Application Agent Window Views Status Bar The 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 A signal quality meter Estimated end of call Elapsed call time Agent Window Views You 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 Voic Screen Session History Screen Contacts (CRM) Screen Summary Views of the Agent Desktop The 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. 7 Agent s Guide

16 Introduction to the Five9 Agent Application Agent Window Views Voice Media Summary The 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. 8 Agent s Guide

17 Introduction to the Five9 Agent Application Agent Window Views Text Media Summary Agents with text media skills also have a summary of activity associated with text, , 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. Current Call Screen You 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. 9 Agent s Guide

18 Introduction to the Five9 Agent Application Agent Window Views Screen Section General Tab Script Tab Preview Tab Browser Tab Actions Pane Information about the Call 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. Lists scripts to use for voice call responses. Customer records from Preview Dial campaigns. 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 List of buttons for each action an agent can take in processing a call. 10 Agent s Guide

19 Introduction to the Five9 Agent Application Agent Window Views Callbacks Screen The 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. Messaging Screen The 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 and review coaching, or answers to questions posed to your supervisor or peers, via the Five9 chat or instant messaging features. From the Actions menu you can send internal messages or start an internal chat session with another user. 11 Agent s Guide

20 Introduction to the Five9 Agent Application Agent Window Views Voic Screen If 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 voic , an alert notification appears on the Voic icon on the navigation bar. The number inside the alert indicates how many voic messages you have waiting. The action list on the right side of the screen provides the controls you use to mange the voic messages you receive. Media Stream Screens The 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. 12 Agent s Guide

21 Introduction to the Five9 Agent Application Agent Window Views Agents with social engagement skills configured manage Chat, Social, and 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, are never interrupted. Session History Screen The 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. 13 Agent s Guide

22 Introduction to the Five9 Agent Application Agent Window Views Contacts (CRM) Screen The 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: Contact Record Call History Contact Record Session Actions Menu Contains detailed information about the current contact 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. 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. Lists the possible actions an agent can take for the current contact session. 14 Agent s Guide

23 Introduction to the Five9 Agent Application Agent Window Views 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. 15 Agent s Guide

24 Chapter 2 Managing Your 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 Station Selecting a Skill Group Restarting your Station Changing Your Password Setting Phone Options Setting Your User Status Viewing Call History Managing Your VCC Account Agent Station Access During Domain Maintenance Logging into Your Station Use the credentials, station number (softphone only), and connection type provided by your administrator. 1 Log into your Five9 account. 16 Agent s Guide

25 Managing Your Station Logging into Your Station 2 Click Agent. 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: 17 Agent s Guide

26 Managing Your Station Logging into Your Station PSTN station Station Type Description Softphone PSTN Gateway the software program that processes telephone Internet calls to and from the Five9 call center. You listen to the calls with a headset connected to your computer. 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. Important Before logging into a PSTN station or forwarding calls between sessions, be sure that you have permission from your administrator because you may incur high long-distance fees. 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. The system remembers all settings except your password. The password policy defined 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 Gateway or PSTN Response or Action 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. 18 Agent s Guide

27 Managing Your Station Selecting a Skill Group Station Type Softphone Response or Action your station is connected automatically. When the station is connected, you hear three tones Selecting a Skill Group Skill 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. 19 Agent s Guide

28 Managing Your Station Restarting your Station Restarting your Station If 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 automatically reconnects your station. You might see this message: Changing Your Password You 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. 20 Agent s Guide

29 Managing Your Station Changing Your Password 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. 21 Agent s Guide

30 Managing Your Station Changing Your Password 1 Select Actions > Change Password. 2 Enter your new password, following the password policy, and confirm your password. 3 Click OK. 22 Agent s Guide

31 Managing Your Station Setting Phone Options Setting Phone Options You can set these options: Sound Settings Automatically Answering Calls Softphone Volume Control and Signal Quality Testing Voice Connectivity PBX Mode Enable Extend Calls Enable Callback Reminders Automatic Voic Accept Show Select Skills 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. This option activates the Estimated End of Call counter in the lower right corner of your station. This feature is enabled by default. This feature is enabled by default. If you do not have the Enable Callback Reminders option checked, you will not receive reminders for your scheduled callbacks. Read more in About Callbacks. Read more in Processing Voic . If you have permission to select skills when logging in, use this option to show or hide the skill selection dialog when logging in. 23 Agent s Guide

32 Managing Your Station Setting Phone Options Sound Settings The 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 call types generate an alert tone. Audio Option Play Alert On Overdue Callback Play Alert On Incoming Message Play Tone On Incoming Outbound Call Audio Option Description signal for overdue callbacks. signal for an incoming message. 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. 24 Agent s Guide

33 Managing Your Station Setting Phone Options Audio Option Play Tone On Incoming Autodial Call Play Tone On Incoming Inbound Call Play Tone On Incoming Preview Call Play Tone on Incoming Extension Call Set Audio Devices: Audio Option Description signal for an incoming autodial call. signal for an incoming inbound call. signal for an incoming preview 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. 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. -. 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 so that the output signal remains constant despite variations in input signal strength. Automatically Answering Calls If your administrator enabled the permission to automatically answer calls, you can choose whether to automatically answer incoming calls or to press a button before 25 Agent s Guide

34 Managing Your Station Setting Phone Options answering. If you do not check these options, you must press Answer within a set number of seconds. 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 Inbound/ Autodial Calls Auto-Answer Outbound Calls Auto-Answer Internal Calls Auto-Answer Option Descriptions If disabled, you must accept inbound and autodial calls by pressing Answer before the call is connected. If disabled, you must accept outbound calls by pressing Answer before the call is connected. If disabled, you must accept internal calls by pressing Answer before the call is connected. 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: Softphone This softphone option can be specified if you use the softphone station type: Hang-up Phone When Call Ended. 26 Agent s Guide

35 Managing Your Station Setting Phone Options 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. Important For outbound calls placed by the dialer, do not use this option because the allowed time expires before you can answer. 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. 27 Agent s Guide

36 Managing Your Station Setting Phone Options 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 dropdown menu located in the toolbar instead. 28 Agent s Guide

37 Managing Your Station Setting Phone Options Signal Quality Meter While 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 Connectivity You 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 and Signal Quality. 1 Select Actions > Make Echo Call. 29 Agent s Guide

38 Managing Your Station Setting Phone Options 2 Speak into the microphone. Once the test message is recorded, it is played back to you. See also: Making Test Calls. Voice Connectivity Test The 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. 30 Agent s Guide

39 Managing Your Station Setting Phone Options 31 Agent s Guide

40 Managing Your Station Setting Phone Options o 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. The test begins to show progress through testing your communication channels. 32 Agent s Guide

41 Managing Your Station Setting Phone Options You receive a report showing the statistics for all aspects of voice connectivity on your station. 33 Agent s Guide

42 Managing Your Station Setting Your User Status Setting Your User Status Your 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 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. 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. 34 Agent s Guide

43 Managing Your Station Logging Out 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. Logging Out When 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: to send an . 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. During call processing, the At End Of Call Switch To button is available. This button enables you to switch to the desired status automatically after the current call is finished. 35 Agent s Guide

44 Managing Your Station Viewing Call History 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. Viewing Call History A 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. 36 Agent s Guide

45 Managing Your Station Managing Your VCC Account 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. Managing Your VCC Account Your may have been provided separate credentials for the Five9 Customer Portal and each application that you may access. Changing your Password and Security Answers Recovering your Password Changing your Password and Security Answers If you have permission, you can change your password and questions and answers at any time. If you do not have permission, you do not see this menu item. 1 Click My Settings. 2 Make your changes. The password options that you see depend on your permissions and the requirements set for your domain. The security questions menus contain at least six options. 37 Agent s Guide

46 Managing Your Station Managing Your VCC Account 3 When done, click Update. Recovering your Password You must recover your password if you forget it or if you enter an incorrect password. Forgotten Password If you have forgotten your password to access the Customer Portal, follow these steps. 1 Enter your user name. 38 Agent s Guide

47 Managing Your Station Managing Your VCC Account 2 At the bottom of the login window, click Forgot username or password. 3 In the Password Reset Form, enter your user name, and click Reset Password. 4 Enter your address, and click OK. If you have permission to reset your password, you see this window. Continue with step 5: 39 Agent s Guide

48 Managing Your Station Managing Your VCC Account If you do not have permission to reset your password, you see this window. Contact your administrator: 5 Click OK. The login window is displayed. 6 Click the link that was ed to you. 7 Answer the verification questions, and click OK. 40 Agent s Guide

49 Managing Your Station Managing Your VCC Account 8 Choose a new password according to the requirements that are displayed, and click Update. The login window is displayed with a note about your new password. 9 Log in with your new password. Incorrect Password If you enter an incorrect password while attempting to log into your application, you are notified. If you enter an incorrect password more times than allowed by your administrator, your account is locked. To unlock your account, you need to contact your administrator. A locked account is displayed differently for the customer portal and for applications: 41 Agent s Guide

50 Managing Your Station Agent Station Access During Domain Maintenance Customer Portal Applications Agent Station Access During Domain Maintenance If you are logged into your agent station when maintenance is required or an outage occurs, you see messages that advise you of the status throughout the event. If you are logged in maintenance starts, you see this message: 42 Agent s Guide

51 Managing Your Station Agent Station Access During Domain Maintenance If you are on an active call, you are allowed to finish the call and assign a disposition. As soon as you assign a disposition to your call, you will be notified that your station is being reconnected: You will be notified when the switchover to the backup data center is complete: Your station will be restarted automatically and you will hear the three connection tones. After you see this message, you can set your status to Ready, and you may resume taking calls. 43 Agent s Guide

52 Chapter 3 Processing Calls Your station enables you to make and receive external and internal calls. supervisors monitoring your All calls may be monitored and recorded. In addition, if this feature is enabled, you hear an alert when a supervisor starts to monitor your calls. 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. For more information, see Setting Your User Status. 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 Calls Training 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 44 Agent s Guide

53 Processing Calls Making Test Calls use for different situations. Training mode is available only for outbound campaigns that are set specifically. When the campaign is run in training mode, the following rules are used 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. 45 Agent s Guide

54 Processing Calls Making Manual Calls in a Standard Five9 Domain Making Manual Calls in a Standard Five9 Domain You 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. 46 Agent s Guide

55 Processing Calls Making Manual Calls in a Standard Five9 Domain 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. 47 Agent s Guide

56 Processing Calls Using Campaign Features Using Campaign Features If you selected a campaign that contains scripts, worksheets, and connectors, the options appear in your softphone after the contact answers the phone. 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. Campaign Types Scripts Connectors Worksheets Dispositions Recordings Campaign Types You 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 who process 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 they belong. 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. 48 Agent s Guide

57 Processing Calls Using Campaign Features Autodial Campaigns Designed 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. Scripts 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. Connectors If you have permission, you can use the Browser tab to trigger connectors that are hosted outside Five9 without having to open your browser. The embedded browser is a tab on the Current Call window. Worksheets A worksheet is a form in question-and-answer format that you complete to gather information from the contact. 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

58 Processing Calls Using Campaign Features 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. Dispositions Call 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

59 Processing Calls Using Campaign Features Redial Number: The time to redial the contact is configured by your administrator. 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 Campaigns During 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 is configured as you permission. To skip a record without dialing, you select 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

60 Processing Calls Using Campaign Features Contact Redial Time If 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 agent working 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. 52 Agent s Guide

61 Processing Calls Receiving Calls Recordings The 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 Module Name>. 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 Calls To 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

62 Processing Calls Receiving Calls 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 if using 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

63 Processing Calls Receiving Calls 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 Call Details, 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. 55 Agent s Guide

64 Processing Calls Processing Calls from Standard Five9 Domains Outbound Predictive/Power/Progressive Call - When the "Incoming Call" window is 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 Domains Follow 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

65 Processing Calls Processing Calls from Standard Five9 Domains 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

66 Processing Calls Processing Calls from Standard Five9 Domains Managing Calls Actions WrapUp Call Record Call Place Call On Hold Park Call Transfer Add Conference Participant Start Worksheet Manual Connector Set Disposition Select Contact Record At End of Call Switch To Managing Calls Action Descriptions Hangs up the call but leaves you in wrap-up mode until a call disposition is selected. Allows you to record a call. Place Call On Hold - Places the call on hold and plays music until pressed again to retrieve the 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 the current call to a third party or another agent. Adds a third party to the call. Starts a worksheet for data entry. 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. 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. 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. 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. 58 Agent s Guide

67 Processing Calls Processing Calls from Standard Five9 Domains Managing Calls Actions Use Dial Pad Volume Control Play Audio File Signal Quality Meter Managing Calls Action Descriptions 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. 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. A drop-down menu of all recorded messages that you can select and play while on a call. Read more in Audio Files. 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. 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. 59 Agent s Guide

68 . Processing Calls Processing Calls from Five9 TCPA Domains Processing Calls from Five9 TCPA Domains If you are part of a domain enabled for TCPA Manual Touch Mode, you are required to input all internal and external phone numbers manually. External numbers are not dialed automatically. You cannot cut and paste or drag and drop a phone number into the field. When you are ready to dial an external number, enter the number in the field. After you have entered the number correctly, the Dial button is activated. This feature applies to these types of calls, whether or not they are part of a campaign: click-to-dial, call previews, and queue and voic callbacks. For queue callbacks, automatic dialing is disabled, and, for outbound calls, automatic answer is disabled. However, using speed dial for internal numbers and transferring calls to third parties do not require manual retyping. For more information, contact your supervisor. Previewing Contact Records in Five9 TCPA Domains Agents are automatically presented with a contact record to preview before initiating a call. 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. 60 Agent s Guide

69 Processing Calls Processing Calls from Five9 TCPA Domains Dialing External Numbers in a Five9 TCPA Domain When 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. You are presented with a Make Call screen: Click Make Call and retype the number to initiate the call. 61 Agent s Guide

70 Processing Calls Previewing Calls in Standard Five9 Domains You are not allowed to copy and paste or drag and drop any number into the RETYPE TO DIAL window. The Retype number field remains tinted until you enter the number correctly. The Make Call button remains grayed out until the number is entered correctly. Previewing Calls in Standard Five9 Domains The 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. 62 Agent s Guide

71 Processing Calls Previewing Calls in Standard Five9 Domains 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. 63 Agent s Guide

72 Processing Calls Previewing Calls in Standard Five9 Domains In the Contact Sessions area, you can see previous calls to this contact record. You can study which agent called this contact. 64 Agent s Guide

73 Processing Calls Previewing Calls in Standard Five9 Domains By double-clicking an item, you can open the Contact Session Details window. 65 Agent s Guide

74 Processing Calls Previewing Calls in Standard Five9 Domains 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. 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 Record To call the contact, click the green button next to the phone number you want to dial. 66 Agent s Guide

75 Processing Calls Previewing Calls in Standard Five9 Domains You can also click Call Customer located in the Actions section on the right, and select the number to call. After a number is dialed, the General tab opens. The call is processed as a standard outbound call. To disposition a call, click Set Disposition to select from the list of dispositions configured for 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. 67 Agent s Guide

76 Processing Calls Previewing Calls in Standard Five9 Domains 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. Skipping the Contact Record You can skip the record shown to you in the Preview window if you have permission. 68 Agent s Guide

77 Processing Calls Recording Calls 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 Calls If 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. 69 Agent s Guide

78 Processing Calls Making Conference Calls 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 Calls During 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. The Administrator can select one of the following options for each campaign, in the case that 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 dispositionsetting responsibilities to another agent, when leaving the conference. 70 Agent s Guide

79 Processing Calls Making Conference Calls 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 List 1 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. 71 Agent s Guide

80 Processing Calls Making Conference Calls 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. Adding Parked Users to a Conference 1 During the call, click the Parked Calls tab. 2 Right-click a parked call, and select Add To Conference. 72 Agent s Guide

81 Processing Calls Transferring Calls 3 Click Yes, and OK. Leaving a Conference To 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. Transferring Calls You can transfer a call to an agent, skill group, speed dial number, or running inbound campaign. You can transfer internal and external calls. 73 Agent s Guide

82 Processing Calls Transferring 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. To switch to Simple mode, click Details. The window has no options as shown below: 74 Agent s Guide

83 Processing Calls Transferring Calls 3 Use the filter to display only the item types that you need. Agents - If the check box is selected, all agents are listed. When you start typing a name, the appropriate names are listed in the Agents and Skills field. 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. 75 Agent s Guide

84 Processing Calls Managing Parked Calls If enabled by the administrator, the call recording may be continued after the transfer. Managing Parked Calls You can park internal and external calls. You can transfer, retrieve, and add to conference a parked call. 1 Click Park Call. The call is displayed in the Parked tab. The Call Details section and the 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. 76 Agent s Guide

85 Processing Calls Selecting Contact Records 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. Selecting Contact Records Selecting a Contact Among Many that Share the 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. 77 Agent s Guide

86 Processing Calls Selecting Contact Records 2 From the displayed drop-down menu, select Lookup by Current Number. 3 Select a contact record, and click Select. Your changes in the previously selected record are lost. The selected contact record details appear in the General tab. Associating a Call with a Contact If 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. 78 Agent s Guide

87 Processing Calls Selecting Contact Records 3 Define the search criteria, and click Lookup. 79 Agent s Guide

88 Processing Calls Selecting Contact Records 4 Select the necessary contact and click Select. The selected contact record details appears in the General tab. Now, the active call is associated to the selected contact record even if the calling number is different from Contact numbers. Creating a Contact Record for the Call If 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. 80 Agent s Guide

89 Processing Calls Selecting Contact Records 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. 81 Agent s Guide

90 Processing Calls Working with Do Not Call Numbers Working with Do Not Call Numbers Do 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 add their 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. 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. 82 Agent s Guide

91 Processing Calls Working with Do Not Call Numbers You can also click Add Number To Do Not Call List at the top. Dialing DNC-Listed Numbers Dial the number. If you see an error message, you do not have permission to dial DNClisted numbers. 83 Agent s Guide

92 Processing Calls Ending Calls Ending Calls For 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 Call If 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. 2 Click Set Dispositions. The list of dispositions may be different for each campaign. You may be required to 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. 84 Agent s Guide

93 Processing Calls Ending Calls 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. Hanging Up the Softphone Automatically Use this option to make the phone ring before you click Answer. Important For outbound calls placed by the dialer, do not use this option because the allowed time expires before you can answer. To enable, select Hang-up Phone When Call Ended from the Options > Softphone menu item. 85 Agent s Guide

94 Processing Calls Ending Calls 86 Agent s Guide

95 Chapter 4 Processing Voic If your call center allows inbound calls to go directly to agent extensions, you may receive voic messages from callers. Voic is used to transfer and store telephone messages. Voic applies mostly to inbound campaigns. Agents indicate whether or not they are ready to receive voic . Agents can record greetings for voic . The Five9 Agent application allows you to manage your voic . You can save voic to a local file, transfer voic to other agents or supervisors (for the agents with permissions to transfer them), respond, and more. Recording a Greeting Uploading and Resetting a Greeting Skill group voic 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 voic , and agents can control their availability to receive voic . Skill voic has dispositions. Skill-routed voic is treated similarly to inbound calls. Voic received as the result of calls not directed to a particular skill group but to the agent. Voic transferred to you by other agents are considered personal voic . Administrators can configure all inbound call voic to be transferred to a particular agent. The Voic window lists all messages received. Agents can play messages on their desktop. The Voic window contains these fields: Skill Voic Number - phone number of the message. Length - duration of the message in hours:minutes:seconds. Created - date and time the message was created. Campaign - campaign name of the message. Contact Data (if available) Comments Personal Voic New Number Length Description Created Campaign 87 Agent s Guide

96 Processing Voic Enabling Voic Enabling Voic Your user status determines whether you can receive voic messages. You need either Ready VM or Ready Call and VM. To automatically accept voic , Options > Automatic Voic Accept. 88 Agent s Guide

97 Processing Voic Processing Skill Voic Processing Skill Voic When you receive a message, the Voic button flashes red. 1 Click Voic . The skill voic details appear. If the message is associated with a contact, the contact details appear. 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. 89 Agent s Guide

98 Processing Voic Managing Personal Voic 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. 4 When the message has finished playing, click Processed. Managing Personal Voic When you receive a message, the Voic button flashes red. 1 Click Voic . Personal messages are listed in the bottom pane. 2 Select a message in the list. These buttons are enabled (depending on permissions): Return Call - You can return the call. Transfer - You can transfer the message. 90 Agent s Guide

99 Processing Voic Managing Personal Voic 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 Voic Save as a WAV file Delete Edit Voic useful when transferring a message to add a comment. You can also change the voic number. To see information about an item, double-click a message. 91 Agent s Guide

100 Processing Voic Transferring Messages Transferring Messages You 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. a b Start typing a name. Select an agent or a skill group in the list. 92 Agent s Guide

101 Processing Voic Recording Voic Greetings c Click Transfer. The message disappears from the Voic screen. Recording Voic Greetings You can only upload user voic greetings but not skill group voic greetings. Recording a Greeting Uploading and Resetting a Greeting Recording a Greeting You 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. 93 Agent s Guide

102 Processing Voic Recording Voic Greetings 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. 6 In the Properties window, click Convert Now. 94 Agent s Guide

103 Processing Voic Recording Voic Greetings 7 In the Sound Selection window, set these options: WAVE audio, ITU G.711 mulaw, mono 800 Hz (In some applications, it is also listed as CCITT u-law, khz, 8 bit, Mono, 7 kb/sec.) 8 Click OK, and OK. 9 To save your recording, select File > Save As. 10 Select Sounds (*.wav), and ensure that the correct format is selected: CCITT u-law khz, 8 Bit, Mono (In some applications it is also listed as CCITT u-law, khz, 8 bit, Mono, 7 kb/sec.) 95 Agent s Guide

104 Processing Voic Recording Voic Greetings 11 Click Save. You can now import this file as a greeting. Uploading and Resetting a Greeting To upload a greeting, select Actions > Upload Greeting. The standard Windows dialog opens. Select a file in WAV format. To return to the default greeting, select Actions > Reset Greeting. 96 Agent s Guide

105 Chapter 5 Processing Text Interactions If you have permission to work with text channels, you can process chat, , and social interactions in inbound campaigns. You may be allowed to handle a specified number of concurrent text interactions. Interactions are either routed automatically to you, or you may be allowed to manually choose interactions. Text Channels Home Page Text Channels Interface Chat Interactions Interactions Social Interactions Using Text Channel Dispositions Text Channels Home Page When 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 can check 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 can see your scores. Other agents cannot. The profile panel also lists your roles and the groups to which you are assigned. Groups in text channels map to skills or queues in the VCC. 97 Agent s Guide

106 Processing Text Interactions Text Channels Home Page Outreach Assignment Average Handle Time Percentage of interactions where you and other agents are reaching out to authors and customers. Percentage of resolved, or closed, interactions during the current time period, the last 24 hours. Average of all text-based items resolved and closed during the current time period, the last 24 hours. Agent Totals Report The 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 these percentages: Your completed outreach compared to the entire agent group. Your assigned items of the entire group. To change the display and show only one of the indices, click 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. 98 Agent s Guide

107 Processing Text Interactions Text Channels Interface Text Channels Interface The Chat, , and Social tabs in the navigation bar each open the user interface: 1 Agent Presence Agents select their state of availability to accept interactions. 2 Media Stream Text items in the queue. 3 Interaction Details Information about the active interaction. 4 Author Profile 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. Agent Presence Agents 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. 99 Agent s Guide

108 Processing Text Interactions Text Channels Interface The Ready... option opens another window where agents with text channel skills indicate their presence to receive and work on text interactions. Not Ready - option indicates that you are not ready to work and you must select one 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 The Media Stream is the queue of text channel posts either waiting for a response or in progress 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 Setting Preferences to Sort and Filter the Media Stream Media Stream Queue In 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. You can see the source of each item in the queue by the media type icon displayed next to the date stamp in the item instance. 100 Agent s Guide

109 Processing Text Interactions Text Channels Interface The live chat web form from the corporate website is the source of the post. is the source of the post. Social Media Icon The social media network from which the item was sent. 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 that agent 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 Setting Preferences to Sort and Filter the Media Stream for details on using the filters. 101 Agent s Guide

110 Processing Text Interactions Text Channels Interface 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. Setting Preferences to Sort and Filter 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. Filter options 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. To manage your view of the Media Stream, use the Settings item in the Control Bar. 102 Agent s Guide

111 Processing Text Interactions Text Channels Interface Sort Options FIFO LIFO Auto Lock Item Sorted by Influence Date Range Filter Options Disposition Cluster Profile Sort options apply to the main Media Stream Queue with all interactions Sorts the Media Stream queue with the oldest item at the top of the list. Sorts the Media Stream queue with the newest item at the top of the list. Check Auto Lock Item to assign items automatically to an agent. Sorts items by the author s influence score. Specify a date range from which to display interactions. Filter options apply to your Assigned Media Stream queue. Displays only the interactions with the specified disposition. Displays only the interactions tagged with the specified cluster. Displays only the interactions coming in from the specified profile. 103 Agent s Guide

112 Processing Text Interactions Text Channels Interface SPAM Priority Sentiment Displays only the interactions tagged with the selected SPAM designation. Displays only the interactions tagged with the specified priority. Displays only the interactions tagged with the specified sentiment. Interaction Details The Interaction Details panel shows information about the interaction that the Natural Language Processing (NLP) engine has learned about it based on exposure to details, keywords, and similar interactions. Resetting Interaction Tags to Train the NLP Associating Attributes with an Interaction Using Assistances and Displaying Author History 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 is used with Social items. Resetting Interaction Tags to Train the NLP Five9 uses a Natural Language Processing Engine (NLP) to tag and categorize posts before they enter your queue: 104 Agent s Guide

113 Processing Text Interactions Text Channels Interface Identify persistent business issue clusters and automatically categorize posts Perform sentiment analysis and tag the post sentiment Perform trending topic analysis based on Eliminate SPAM so that your queue contains only valid items The system 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. 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 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 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 of individual interactions, agents are helping to train the NLP so that tagging becomes more efficient over time. 105 Agent s Guide

114 Processing Text Interactions Text Channels Interface Associating Attributes with an Interaction 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. To associate predefined attributes with an interaction, click the plus sign (+) and select the attributes that fits best. 106 Agent s Guide

115 Processing Text Interactions Text Channels Interface Using Assistances and Displaying Author History You may have permission to use responses and assistance procedures. Using Next Best Action Responses to Guide Interactions Using Assistances to Provide Standard Answers Viewing History Based on Author Interaction Enhancement and Transfer Options The options in the center tab bar can be used with all text interaction types. Next Best Action Assistances History Others 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. Predefined set of assistances to help agents with Chat interactions. The assistances might be instructions to use at different points in a Chat or session. History based on author. You see a complete history of all interactions submitted by the same customer. 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. Using 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 item from 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. Using Assistances to Provide Standard Answers. Assistances provide answers to common questions, such as How do I reset my password? or prompts to use during an interaction, such as Restart your computer now. 107 Agent s Guide

116 Processing Text Interactions Text Channels Interface 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 the assistance populates the Chat or 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. 108 Agent s Guide

117 Processing Text Interactions Text Channels Interface Viewing History Based on Author. The 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 Options. To further enhance interaction records, use these options in the Others... tab: Adding notes to interactions Viewing history based on topic Adding a Notification to an Interaction Transferring an Interaction to Another Agent or Group Adding notes to interactions You can add notes to any interaction so that in any subsequent interactions with that author the agent will be able to view the history and other relevant information about interactions with the author. 109 Agent s Guide

118 Processing Text Interactions Text Channels Interface Viewing 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 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. Adding a Notification to an Interaction You 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. 110 Agent s Guide

119 Processing Text Interactions Text Channels Interface 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. Transferring an Interaction to Another Agent or Group Use 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. Author Profile The 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 111 Agent s Guide

120 Processing Text Interactions Text Channels Interface Merging or Editing an Author s Profile Author Influence Scores The 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 spam. 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 these elements: Author s name Avatar Author s address Influence scores Social media links used to submit requests Authors with influence scores in multiple categories have multiple swoops around their avatar. 112 Agent s Guide

121 Processing Text Interactions Text Channels Interface Merging or Editing an Author s Profile Agents 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. To edit an author s profile, click Merge. A pop-up window appears where you can link the profiles. 113 Agent s Guide

122 Processing Text Interactions Text Channels Interface The resulting view shows the merged profiles. In this merged view you can use the double arrows 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. Control Bar Searching the Agent Directory Receiving and Sending Internal Messages 114 Agent s Guide

123 Processing Text Interactions Text Channels Interface Searching Interactions by Author Creating an Outbound Post For settings, see Setting Preferences to Sort and Filter the Media Stream in the Media Stream Panel. Searching the Agent Directory Use 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. To transfer an interaction to another agent, select that agent from the list in the agent directory. Select the group to see all agents in that group. Receiving and Sending Internal Messages Agents 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. 115 Agent s Guide

124 Processing Text Interactions Text Channels Interface Searching Interactions by Author Click 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. Creating an Outbound Post If 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. 116 Agent s Guide

125 Processing Text Interactions Text Channels Interface You can write your own message or choose an assistance from the list of predefined assistances. To select target fan page, use the drop-down Destination list of corporate fan pages available to your profile. To choose the profile, use the Profile list. Readerboard The Readerboard is displayed across the bottom. The Readerboard display continuously wraps to display statistics for each profile to which you are assigned. The display runs all the profiles and the agent groups. The display is refreshed about every 12 seconds. Profile or Agent Group Chat Not Reviewed SPAM Not Reviewed The name of a profile or agent group to which you are assigned and are receiving interactions in the media stream queue. 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 The interactions perceived by the NLP to be SPAM. These items are not entered into the Media Stream queue. Total number of items in the profile that have yet to be assigned and are not marked spam by the system. In other words, this metric indicates that Not Reviewed are all the items still in queue for that Profile that are not marked by the system as spam. Dropped The number of interactions dropped. 117 Agent s Guide

126 Processing Text Interactions Chat Interactions Chat Interactions Five9 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. 118 Agent s Guide

127 Processing Text Interactions Chat Interactions 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. Transferring an Interaction to Release it from Your Queue To transfer to another agent or to the group, use the Transfer to agent or Transfer to Group options in the Other tab. Engaging in the Chat Session To engage in the Chat session, use the lower half of the Interaction Details. 119 Agent s Guide

128 Processing Text Interactions Chat Interactions 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. Adding Value to the Chat Interaction and Author Profile You 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: Resetting Interaction Tags to Train the NLP Associating Attributes with an Interaction Using Assistances and Displaying Author History Interaction Enhancement and Transfer Options Merging or Editing an Author s Profile Closing a Chat Interaction When you are satisfied that the chat interaction is complete, assign a disposition and click Terminate to close the interaction. The Chat item disappears from your queue. 120 Agent s Guide

129 Processing Text Interactions Interactions Interactions interactions work much the same way as chat interactions. Replying to s Adding an Assistance for an Request Adding Value to the Interaction and Author Profile Closing an Interaction Sending a New Message Replying to s When an item pops into your queue, you have 30 seconds to accept or reject the item. If you reject an 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 Agent s Guide

130 Processing Text Interactions Interactions When you again have items in your Assigned Media Stream queue, click on an item and the customer s pops up over the Interaction Details panel. You reply and engage with the customer right in that window. The entire 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 Agent s Guide

131 Processing Text Interactions Interactions Adding an Assistance for an Request You 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 response window. See Using Assistances to Provide Standard Answers for more examples and general information. 123 Agent s Guide

132 Processing Text Interactions Interactions Adding Value to the Interaction and Author Profile You 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: Resetting Interaction Tags to Train the NLP Associating Attributes with an Interaction Using Assistances and Displaying Author History Interaction Enhancement and Transfer Options Merging or Editing an Author s Profile Closing an Interaction Select an appropriate disposition from the Disposition drop-down menu. When you select the disposition, it closes the interaction as resolved. Sending a New Message Agents working with Five9 can compose and send new messages. You can send an to one recipient or to a list of recipients as needed. Click New in the toolbar of the multichannel engagement screen to open a new form. 124 Agent s Guide

133 Processing Text Interactions Social Interactions Just as when replying to an , you can choose the profile with which the new is associated, enter the list of recipients, and use assistances as needed. Social Interactions Agents with Social skills can select Social interactions manually, or the interactions can be assigned automatically as the agents task limit allows. Selecting Social Interactions from the Media Stream Auto Lock Control Replying to Social Posts Selecting Social Interactions from the Media Stream Agents allowed to select Social interactions manually, or cherry pick, see all of the interactions in the Media Stream queue. 125 Agent s Guide

134 Processing Text Interactions Social Interactions You 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 Control In 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. Auto Lock Item - OFF If disabled, the lock icon does not automatically lock the interaction. You must click the lock to close the lock. 126 Agent s Guide

135 Processing Text Interactions Using Text Channel Dispositions Auto Lock Item - ON Social interaction items are automatically submitted to your Assigned queue until your maximum allowed task limit is reached. Replying to Social Posts You 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 agent names 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. Using Text Channel Dispositions The disposition panel lists the available dispositions. Choose the most accurate disposition that indicates the current or final status of the interaction. You may see three types of dispositions: Closed: Indicates a resolved interaction. Open: Indicates an interaction in progress. For example, you replied to a customer s . You are now waiting for the customer s next . Transferred: Indicates that you transferred the interaction. 127 Agent s Guide

136 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: Add Callback - add a reminder during a call (the number is populated) or after the call. Remove Callback(s) - on the Callbacks screen. 128 Agent s Guide

137 Managing Callbacks 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: 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. 129 Agent s Guide

138 Managing Callbacks Returning Calls Returning Calls 1 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 voic , the campaign name is selected. You can select another campaign. 3 Click Make Call. 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 130 Agent s Guide

139 Managing Callbacks Managing Callback Reminders 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. Enabling Callback Reminders These 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. 131 Agent s Guide

140 Managing Callbacks Managing Callback Reminders 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. 132 Agent s Guide

141 Managing Callbacks Managing Callback Reminders 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. Editing Callback Reminders You can mark the callback Completed during editing. 1 In the Callbacks screen, double-click an item. A window opens. 133 Agent s Guide

142 Managing Callbacks Managing Callback Reminders 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. From the Callbacks Screen In the Callbacks window, right-click on the callback and select Make Call. 134 Agent s Guide

143 Managing Callbacks Managing Callback Reminders Dismissing a Callback Reminder At the scheduled callback time, the reminder window opens. Click Dismiss. Postponing a Callback Reminder At the scheduled callback time, the reminder window opens. Select a duration, and click Snooze. 135 Agent s Guide

144 Managing Callbacks Managing Callback Reminders Removing a Callback Reminder 1 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. The selected items disappear from the list. 136 Agent s Guide

145 Managing Callbacks Managing Callback Reminders 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. 3 Select a record and click Select. 137 Agent s Guide

146 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 Note Separate Five9 Chat, Five9 , and Five9 Social functions are provided for communicating with contacts. 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 Messages An 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 user must 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. 138 Agent s Guide

147 Using Internal Communication Tools Sending Instant Messages Sending an Internal Instant Message 1 In the toolbar, click Send Instant Message, or select Actions > Messaging > Send Instant Message. The Send Message window opens. 139 Agent s Guide

148 Using Internal Communication Tools Sending Instant Messages 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: Listing Received and Sent Internal Instant Messages Click Messaging in the left navigation pane. You can see all messages received and sent during the current session in the Received tab. 140 Agent s Guide

149 Using Internal Communication Tools Using the Internal Chat Function Using the Internal Chat Function You can send text messages in real time to other agents, administrators or supervisors using 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. 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. Creating an Internal Chat Session To 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. The chat session window opens with your user name as the only member. Using the Internal Chat Session Window 1 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. 141 Agent s Guide

150 Using Internal Communication Tools Using the Internal Chat Function 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. 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. 142 Agent s Guide

151 Using Internal Communication Tools Making Internal Calls to other Users 6 To end the internal chat, click X in the upper right corner, and click Yes. Making Internal Calls to other Users In 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 voic message. Making Internal Calls Your 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. 143 Agent s Guide

152 Using Internal Communication Tools Making Internal Calls to other Users 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 Record Call Place Call On Hold Park Call Transfer Add Conference Participant End Call At End of Call Switch To Use Dial Pad Volume Control Call Control Function Records a call; must be enabled by an administrator. Places the call on hold and plays music until pressed again to retrieve the 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. Transfers the current call to a third party or another agent. Adds another participant to the call. Hangs up the call. 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. Displays dial pad. Opens the speaker and microphone volume sliders synchronized with Windows volume control. Also includes a mute check box that blinks if enabled 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. 144 Agent s Guide

153 Using Internal Communication Tools Making Internal Calls to other Users 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 voic 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. 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. 145 Agent s Guide

154 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 window if data is available. The Contacts (CRM) section enables you to see and update your recent contacts. 146 Agent s Guide

155 Managing Contacts The Contacts (CRM) screen is divided into several sections: Section Contact Record Information stored in the database pertaining to a contact. Options New contact record Save contact record Add callback Call customer Attach To Call: associate contact to current call. Attach To Voic associate contact to current voic . 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. 147 Agent s Guide

156 Managing Contacts Adding Contacts Section 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 clicking a column heading. Options 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. Adding Contacts Follow 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. 148 Agent s Guide

157 Managing Contacts Looking Up Contacts If no contact records exist in the Recent Customers list, new customer empty fields are displayed by default. 3 Complete the fields in the Contact record section. The fields are defined by the administrator. You can enter 20-digit international numbers in the phone fields. 4 Click Save Contact Record, and OK. Looking Up Contacts If you do not receive the contact s information in the call details, you can search the contact database. To find a customer, click Contact Lookup and enter any available criteria. You can look up information using one or several of these fields. Click Contact Lookup when you have added all your information. Note: The search results depend on Contact Record Lookup Condition defined by administrator in User Profile and in Campaign Profile. 1 In the Contacts (CRM) screen, select the Contact Lookup tab. 2 Click Lookup at the bottom. 149 Agent s Guide

158 Managing Contacts Looking Up Contacts 3 In the Lookup Customer Criteria window, check the box next to the contact field name and enter a string in the field. You can look up information by using one or several fields. The search is case insensitive. 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 or or _: substitutes a single character. For example, search for r; 555 (3 underscores underscores) to find numbers such as Click Lookup. 150 Agent s Guide

159 Managing Contacts Looking Up Contacts Retrieved Contact records are listed in the Contact Lookup section. The selected contact details are displayed in the Contact Record section. 151 Agent s Guide

160 Managing Contacts Managing Contact Records Managing Contact Records Editing Contact Details Calling a Selected Contact Attaching a Contact Record to a Call Attaching a Contact Record to a Voic Message Editing Contact Details 1 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 Contact Make 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 can not change it in this window. The campaign is already selected. You can select another campaign. 152 Agent s Guide

161 Managing Contacts Managing Contact Records 2 Click Make Call. Attaching a Contact Record to a Call The current phone number is not added to the contact record. Contact records are not changed. Current Call Screen Contacts Screen Voic 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. 153 Agent s Guide

162 Managing Contacts Managing Contact Records 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. 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. 154 Agent s Guide

163 Managing Contacts Managing Contact Records Attaching a Contact Record to a Voic Message The current phone number is not added to the contact record. Contact records are not changed. Voic Screen Contacts Screen Voic Screen On the top panel, you may see that several Contacts have been found to correspond with the current voic . 1 While processing a message, click Actions > Select Contact Record. 2 In the displayed dialog, select a contact and click Select. 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 Voic Agent s Guide

164 Managing Contacts Managing Contact Sessions Managing Contact Sessions Calls 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 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 Record 1 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. 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. 156 Agent s Guide

165 Managing Contacts Printing Contact and Call Details Creating a Contact Session This 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. A new line appears in the Contact Sessions section. Printing Contact and Call Details 1 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 157 Agent s Guide

166 Managing Contacts Printing Contact and Call Details Contact Data Worksheet Session Notes (if they were created) 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. 158 Agent s Guide