Cloud Contact Center Software Five9 Virtual Contact Center Supervisor s Guide January 2018 The Five9 Supervisor application enables you to monitor and control activities of the VCC, view statistics, generate reports, listen to calls, and communicate with other users. 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 2018 Five9, Inc.
About Five9 Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit www.five9.com. Trademarks Five9 Five9 Logo Five9 SoCoCare Five9 Connect ii Supervisor s Guide
Contents What s New... vii Chapter 1 Using the Five9 Supervisor Interface... 1 Supervisor Interface... 1 Useful Terms for Supervisors... 3 Managing Your VCC Account... 5 Changing your Password and Security Answers... 5 Recovering your Password... 6 Forgotten Password... 6 Incorrect Password... 9... 10 Chapter 2 Managing Your Supervisor Station... 11 Types of Stations... 11 Logging into the Supervisor Station... 12 Accessing Your Application During Maintenance... 13 Maintenance Moves and Geographical Redundancy... 13 Notifications for Domains Enabled with Geographical Redundancy... 14 Customizing Your Application... 15 Showing Columns... 15 Changing the Column Order of your Displays... 16 Viewing Fields... 16 Reordering Columns... 17 Sorting Lists... 18 Resizing Columns and Panes... 18 Managing Views of Contact Center Statistics... 18 Selecting a Time Interval... 19 Selecting the Rolling Period for Outbound Campaign Manager... 19 Creating and Managing a Spreadsheet Dashboard... 20 Creating a Dashboard... 20 Managing Your Spreadsheet Dashboard... 22 Displaying Fields in Your Station... 23 Setting General Preferences... 25 Customizing Alerts... 26 Setting Alerts... 27 Disabling Alerts... 29 Using Color Coding... 30 iii Supervisor s Guide
Contents Chapter 3 Managing Users... 33 Supervising Users... 33 Logging Out Users... 34 Communicating With Users... 35 Sending Messages... 35 Sending a Message to One User... 35 Sending a Message to All Users... 36 Creating Chat Sessions... 36 Supervising Chat Sessions... 39 Chapter 4 Managing Voice Queues... 40 Supervising Voice Queues... 40 Monitoring Agent Voice Interaction Activity... 40 Monitoring Agent Activity and Interacting with Agents... 41 Customizing the Display Fields for Calls... 42 Agent State Monitoring Fields... 42 Agent Statistics Monitoring Fields... 43 ACD Status Monitoring Fields... 45 Viewing the Agent Voice Interaction Status... 47 Viewing Agent Reason Codes for Not Ready State... 47 Viewing Agent Voice Statistics... 48 Supervising TCPA-Enabled Domains... 49 Previewing Contact Records in Five9 TCPA Domains... 49 Dialing Calls in a Five9 TCPA Domain... 49 Supervising Callbacks... 50 Accessing Agent Callbacks... 51 Moving Callbacks to Another Agent... 52 Saving Callbacks... 53 Supervising Voice Mail and Recordings... 53 Enabling Call Recordings... 54 Accessing Voice Mail and Recordings... 54 Listening to Voice Mail... 55 Moving Voice Mail Among Agents... 56 Changing the Agent s Voice Mail State... 56 Supervising Messages... 56 Accessing Messages Sent by an Agent... 56 Accessing Messages Received by an Agent... 57 Viewing Session History... 57 Sending Test Calls... 58 Sending a Test Call to an Agent... 58 Sending a Test Call to a Skill Group... 59 Monitoring and Coaching Agents... 61 Starting a Silent Monitoring Session with an Agent... 61 Barge-In and Whisper Coaching... 62 Finding the Supervisors Monitoring Agents... 63 Stopping an Agent Monitoring Session... 64 iv Supervisor s Guide
Contents Chapter 5 Supervising Text Interaction Queues... 65 Monitoring Agent KPIs and Agent Status... 66 Monitoring Agent Profile KPIs and Status... 68 Monitoring Agent Group KPIs and Status... 69 Filtering KPI Statistics from the Table Display... 70 Chapter 6 Managing Skill Groups... 71 Managing Skill Group Queues... 71 Viewing the List of Skill Groups... 71 Viewing Calls in Queue for a Skill Group... 72 Viewing Skill Group Queue Details... 72 Sending Test Calls to a Skill Group... 74 Viewing the State of an Agent s Skills... 75 Managing Skill Voice Mail... 75 Accessing Skill Voice Mail... 75 Playing Skill Voice Mail Messages... 77 Transfer Skill Voice Mail Messages... 77 Changing the Status of Skill Voice Mail Messages... 78 Chapter 7 Supervising Campaigns... 79 Viewing Campaign Information... 79 Campaign State Pane... 79 Outbound Campaign Manager Pane... 80 Campaign Details... 80 Campaign Progress... 81 Real-Time Status of the Dialing Lists... 81 Details About the Dialing List... 81 Campaign Statistics Pane... 82 Customizing Your Campaign Display... 82 Campaign State Fields... 83 Outbound Campaign Manager List Fields... 84 Campaign Statistics Fields... 85 Managing Campaigns... 87 Appendix A Columns Available for Statistics... 89 ACD Status... 89 Active Chat Sessions... 90 Active User Sessions... 90 Agent State... 91 Agent Statistics... 91 Autodial Campaign Statistics... 93 Campaign State... 95 Inbound Campaign Statistics... 95 Outbound Campaign Manager... 97 Outbound Campaign Statistics... 97 v Supervisor s Guide
Contents Stations Licensed... 100 vi Supervisor s Guide
What s New Chapter 3 This table lists the changes made in the last six releases of this document: Release Changes January 2018 November 2017 Added Outbound Campaign Manager Pane. Added Managing Your VCC Account. September 2017 Added a note about supervisors monitoring agents. Added calculation used for agent Utilization. August 2017 Updated Longest Queue Time and Average Handle Time. July 2017 Added a note about PSTN stations to Types of Stations. June 2017 Corrected figures in Logging Out Users. Added an appendix that lists the possible fields that you can add to the Supervisor Application. For more information, see Columns Available for Statistics. Corrected that you can use the Barge-In and Whisper Coaching options with any type of station: PSTN, softphone, or gateway. Added information about assigning locale for domains with localization enabled in Setting General Preferences. Updated statistics and interface in Supervising Text Interaction Queues. Updated information about the Text Details tab. Added campaign priority to Campaign State. vii Supervisor s Guide
Chapter 1 Using the Five9 Supervisor Interface The Five9 Virtual Call Center (VCC) is a communication system for creating and managing inbound and outbound call center campaigns. The VCC comprises users with these roles: administrator, supervisor, and agent. Your role as a supervisor is assigned by your administrator who determines which activities you can perform by setting your permissions. Your administrator can also assign you a Five9 agent role which allows you to be a working supervisor, enabling you to perform the functions of both supervisor and agent. In general, supervisors monitoring agents and campaigns. Depending on how your role has been configured, you will be able to monitor and control activities within your VCC, view statistics, generate reports, listen to calls, and communicate with other users. To see a short description of the data represented in each section of the Supervisor screen, place your cursor on a column heading. For example, placing your cursor over Call Charges on the Agent Statistics page shows Total long distance charges for selected time period. Supervisor Interface Useful Terms for Supervisors Managing Your VCC Account Supervisor Interface The Supervisor interface is divided into these sections: Main Menu Bar - Provides access to major application functions. Status Bar - The Status Bar is located at the bottom of the Supervisor window. It contains the following seven sections: Message Tray - Displays broadcast messages sent to the Users in your VCC if applicable. Softphone - Displays the status of your softphone connection (if applicable). 1 Supervisor s Guide
Using the Five9 Supervisor Interface Supervisor Interface Range - Time range for the current view. This time range applies to most dynamic statistics, except for those in the Outbound Campaign Manager panel. Campaign Manager Rolling Period - Rolling time period for the Outbound Campaign Manager Panel. Filters - Current User and Agent filters set on the Filter By Skills and Filter Agents By Groups options in the View menu. Domain Name - Your VCC domain. Connection Status - Your connection to VCC. A broken connection icon (shown as two separate connectors) indicates you are not connected. Tabs - The tabs in the Supervisor screen allow supervisors to view statistics, agent and campaign activity, and mange various aspects of contact center activity. You can view the information contained in each tab only if you have been assigned the permission by your domain administrator. Users - Information about every user currently logged in to your VCC. A unique session identification number is generated each time the User connects. This number is associated with any calls the User handles during that session. The displayed Users may be filtered by the Filter By Skills option in the View menu. 2 Supervisor s Guide
Using the Five9 Supervisor Interface Useful Terms for Supervisors Agents - Comprises three sections: - Agent State list: status of each agent - Agents Statistics list: statistics for each agent - ACD Status list: information about your skill group queues. The ACD distributes calls based on the Skill Groups associated to Campaigns and Agents. The displayed Users and Skills may be filtered by the Filter By Skills and Filter Agents By Groups options in the View menu. Stations - List of the station IDs assigned to your VCC. Chat Sessions - Active chat sessions. Once a chat session ends, it is no longer visible in this tab. Double-click on an active chat session to view the chat text. Campaigns - Comprises three sections: - Campaign State list: current status of all campaigns (you may need to use the scroll bar at the bottom of this pane to view all the columns) - Outbound Campaign Manager list: information about running outbound campaigns - Campaign Statistics list (with sub-tabs for Outbound, Inbound, and Autodial Campaign Statistics): statistics on all inbound, outbound, and autodial campaigns. Useful Terms for Supervisors Term ACD ANI Description Automatic Call Distributor: telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions. Automatic Number Identification: telephone number that appears on caller ID displays. All outbound calls use the default ANI set in the Five9 administrator s VCC. You must enter a valid number. You cannot start an outbound campaign or make manual outbound calls unless you have the ANI set. If running an inbound campaign, the caller s ANI number will be looked up. If there is a match in your VCC CRM database the agent s screen will display the contact information. 3 Supervisor s Guide
Using the Five9 Supervisor Interface Useful Terms for Supervisors Term Call List Campaign script Campaign worksheet Concurrent agents Custom greeting DNIS Do not call list (DNC) Domain Extension numbers Description File that contains your dialing list or contact list. It must be formatted into rows and columns and saved as comma, semicolon, or colon delimited. Comma delimited or CSV is the most common format. For outbound telemarketing it is required that your list be scrubbed against the proper state or national Do Not Call lists. A supplier, such as Contact Center Compliance, can provide these services. Script contains the text that agents use when handling a call. The script should be in HTML format. Worksheet is a form or list of questions that agents complete while on a call. Answers are stored in the Five9 database and are accessible via reports. Number of agents that can log in at the same time. Each license provides one agent login. Administrators and supervisors are not included in the count. Greeting played to inbound callers. Greetings or prompts must be in one of these formats: WAV PCM 11 khz, 16 bit, mono VOX U-Law 8 khz, 8 bit, mono. Direct Number Identification Service. For inbound campaigns DNIS is the number assigned to the campaign. It is the number contacts call to reach the inbound campaign. Database of Do Not Call numbers in your Five9 domain. Initially your local Five9 DNC list is empty. The list is populated by importing a list of numbers or by using a disposition with the Add to DNC flag. To import DNC numbers the file should be in text format and contain only one column of phone numbers. The list can only be imported between 11 P.M. and 6 A.M. PST. For additional information on the Do Not Call Legislation, visit https://telemarketing.donotcall.gov. Your secure area of the Five9 VCC. Your users are identified by your domain name. Please provide your domain name when contacting Five9 Customer Support. Used for routing inbound calls to agents by extension number. Although extensions are only used for inbound campaigns, every user account must have one. The system automatically assigns an extension when you create a user. You can change the number to any four digits. 4 Supervisor s Guide
Using the Five9 Supervisor Interface Managing Your VCC Account Managing Your VCC Account You 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. 5 Supervisor s Guide
Using the Five9 Supervisor Interface 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. 6 Supervisor s Guide
Using the Five9 Supervisor Interface 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 email address, and click OK. If you have permission to reset your password, you see this window. Continue with step 5: 7 Supervisor s Guide
Using the Five9 Supervisor Interface 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 emailed to you. 7 Answer the verification questions, and click OK. 8 Supervisor s Guide
Using the Five9 Supervisor Interface 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: 9 Supervisor s Guide
Using the Five9 Supervisor Interface Customer Portal Applications 10 Supervisor s Guide
Chapter 2 Managing Your Supervisor Station Types of Stations Logging into the Supervisor Station Accessing Your Application During Maintenance Customizing Your Application Managing Views of Contact Center Statistics Creating and Managing a Spreadsheet Dashboard Displaying Fields in Your Station Setting General Preferences Customizing Alerts Using Color Coding Types of Stations When you log into the Supervisor application, you select the type of connection to monitor and listen to agent calls: softphone, gateway, or PSTN connections. 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. A gateway station enables you to log in but not to monitor agent calls unless you select a Station ID. The PSTN (Public Switched Telephone Network) option enable you to use a direct dial ten-digit phone number. 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 for the connection from the Five9 Call Center to the agent s phone. Use this option only to monitor agents. You can view the list of the station IDs available in your domain. Softphone IDs are used for a headset connected to your PC. Gateway IDs are used for an analog phone connected to a media gateway. In most cases, the softphone is used. 11 Supervisor s Guide
Managing Your Supervisor Station Logging into the Supervisor Station Station numbers are supplied by Five9. Your administrator assigns to each agent a station number to log into the VCC. The Stations list displays information about each station assigned to your VCC. To view the stations available in your VCC, click the Stations tab. If you cannot see these fields, add them by using View > Show Fields. Station ID Group ID MAC Address Station Type Enabled Unique VoIP station number assigned by Five9. Gateway group of the station ID or blank if using a softphone. Physical port address of the VoIP gateway to which the station is connected. It is blank if using a softphone. Type of station ID; listed as SIP for the softphone. Whether the station is in service. You cannot enable or disable a station ID from this page. The check box shows if the station has been disabled by Five9. Logging into the Supervisor Station 1 Log into your Five9 account, and click Supervisor. 2 Open or save the file, and click OK. 3 Enter your login credentials, a station ID, and a station type. If the automatic login is enabled, the login screen does not appear. If you do not need to monitor the agents calls, you can leave the station ID blank and choose Gateway. However, if you log in without a station ID, the Restart Station option is not available. 4 Click OK. If you logged into the softphone, you hear three tones. Click OK. If not, restart the station from the Actions menu. 12 Supervisor s Guide
Managing Your Supervisor Station Accessing Your Application During Maintenance If you have selected Gateway, click Yes and OK to connect your station. If you do not hear three tones when you pick up the phone, restart your station. After logging in, if you have audio or softphone problems, restart your station as follows: select Actions > Restart Station. You should hear three tones on your headset, indicating a successful connection to the Five9 VCC. Accessing Your Application During Maintenance If your company uses Five9 Geographic Redundancy and you are logged into your Five9 application when maintenance is required or an outage occurs, you see notices during the maintenance process. Maintenance Moves and Geographical Redundancy Notifications for Domains Enabled with Geographical Redundancy Maintenance Moves and Geographical Redundancy During a major service disruption, the Five9 Network Operations team may decide that it is necessary to move your domain to a backup server until the outage is resolved. Five9 Geographic Redundancy (GR) is an optional feature designed to mitigate major service disruptions that might otherwise result in extended downtime for the Five9 Virtual Contact Center (VCC) platform. Five9 VCC domains that are enabled for GR will 13 Supervisor s Guide
Managing Your Supervisor Station Accessing Your Application During Maintenance automatically replicate all data in real time between the primary and backup data centers. Once a switchover decision is made, domains with Five9 GR are typically operational in the back up data center within 15 minutes. Once service is restored on the primary domain, Five9 schedules a time to return affected domains to their primary data center. Notifications for Domains Enabled with Geographical Redundancy Users working in domains with the Five9 Geographical Redundancy option and who are logged in at the time an outage occurs will receive a message indicating that maintenance is about to begin. Agents on an active call are allowed to finish the call and assign a disposition. As soon as they assign a disposition to the call, they are reconnected: Users will be notified when the switchover to the backup data center is complete: Applications and agent stations will be restarted automatically and agents will receive the three connection tones as if they had started the station on their own. Agents will see this message and their status will be set to Ready state so that they can resume taking calls. 14 Supervisor s Guide
Managing Your Supervisor Station Customizing Your Application Customizing Your Application Showing Columns Changing the Column Order of your Displays Sorting Lists Resizing Columns and Panes Showing Columns You can customize the working environment by adding or removing columns. Some columns are shown by default. 1 Click View > Show Fields. 2 In the Select Columns From menu, select a panel. The hidden columns are listed on the left. The names in italics are system dispositions; the names in roman type are call statistics that you may also see under Preferences > Alerts. On the right, you can see the currently displayed columns. For a list of available columns, see Columns Available for Statistics. 15 Supervisor s Guide
Managing Your Supervisor Station Customizing Your Application 3 Select one or several items from the left side list, and click Add. 4 To hide columns, select them from the right side list, and click Remove. 5 Click OK. Changing the Column Order of your Displays You can change the order of the columns under each tab. For example, in the Users tab, the order of the tabs by default is: Session ID, Username, Full Name, Session Type, Session Start, and Station. Viewing Fields Reordering Columns Viewing Fields 1 Select View > Show Fields. 2 From the Select Columns From menu, select the name of the location where you want to change the column order. 16 Supervisor s Guide
Managing Your Supervisor Station Customizing Your Application 3 Select one or several user names in the right area. To select several items, hold <SHIFT> or <CTRL>. 4 Move the columns up or down, and click OK. Reordering Columns Session ID always appears first, so it cannot be moved. 1 Click and drag the column header to the new place. 17 Supervisor s Guide
Managing Your Supervisor Station Managing Views of Contact Center Statistics Sorting Lists To sort information by a certain category, click the column header. For example, to sort by Session Start, click the Session Start column header. To reverse the order, click again. A small triangle in the header indicates the sort order. Resizing Columns and Panes To resize the columns, click and drag the divider between the column headers. Place the cursor on a horizontal or vertical line between two panes until you see a double-arrow cursor. Click and drag the divider to the position you like, then release your mouse button. Managing Views of Contact Center Statistics The Supervisor application provides contact center statistics to monitor agents and campaigns in real time. You can customize the information that appears. 18 Supervisor s Guide
Managing Your Supervisor Station Managing Views of Contact Center Statistics Selecting a Time Interval This setting, as with most supervisor settings, applies only for the current supervisor. 1 From the View menu, choose Range. 2 Select one of the options: Rolling Hour - Last 60 minutes advancing by minute. Current Day - Starts from midnight. Current Week - Starts from Sunday at midnight. Current Month - Starts from the 1st of the month at 12AM. Lifetime - All statistics for agents or campaigns. Current Shift - A shift is defined in the Preference menu. Selecting the Rolling Period for Outbound Campaign Manager Use this feature to filter data by time interval within the day, such as 1 hour or other common time periods. The chosen range is applied to data as well as statistics. 1 From the View menu, choose Campaign Manager Rolling Period. 2 Select one of the options. 19 Supervisor s Guide
Managing Your Supervisor Station Creating and Managing a Spreadsheet Dashboard Creating and Managing a Spreadsheet Dashboard The spreadsheet dashboard enables you to create a custom view of the data provided in the supervisor application. The spreadsheet data is updated automatically at the intervals you set in the Dashboard section of the Preferences menu of the Supervisor application. If you have permission, you can manipulate and display the data in many ways. This permission is not related to the Dashboard and Reporting Application, which is available automatically with the Supervisor license. You can create charts and graphs to present the data. You can use formulas and pivot tables to perform calculations and combine statistics from the different areas. The data is updated automatically and can be saved for future reference. This example pie chart displays call management statistics for an agent. Creating a Dashboard To create a dashboard, create a template file, select your statistics, and modify the file as needed with calculations, charts, and graphs. You create a template only once. Use the template file to create new dashboards. You can open only one dashboard file at a time, but you can combine the statistics into one spreadsheet by using multiple worksheets. New spreadsheet dashboards may contain up to 40 columns of data. 1 From the Dashboard menu select Create New File. 20 Supervisor s Guide
Managing Your Supervisor Station Creating and Managing a Spreadsheet Dashboard 2 Click Browse and navigate to the folder where you will save your spreadsheet dashboard template file. The template is saved with the XLS file extension. 3 Click OK. 4 In the Dashboard menu, select Open Dashboard and browse to your template file. The spreadsheet opens with one worksheet for each category that you selected. The Supervisor application will now update the spreadsheet automatically. Modify the spreadsheet as needed by adding calculations, pivot tables, graphs, and charts. To update the template, you have to use a spreadsheet application, not the dashboard. When you are ready to use it again, open it as a dashboard from the Dashboard menu. 21 Supervisor s Guide
Managing Your Supervisor Station Creating and Managing a Spreadsheet Dashboard Managing Your Spreadsheet Dashboard The Preferences option in the View menu enables you to define the shift parameters, create alerts, and intervals for the dashboard. Select View > Preferences. The Dashboard tab in the Preferences window configures the update interval for an active dashboard: Update dashboard data immediately - The dashboard is updated in 20 to 30 seconds. Note that some Supervisor statistics are configured to update less frequently. Update dashboard data periodically - Set the update interval in one-minute increments. 22 Supervisor s Guide
Managing Your Supervisor Station Displaying Fields in Your Station Displaying Fields in Your Station You can customize the display by selecting the columns (fields) to display and the order from left to right. You can select various Supervisor Statistics. 1 Select View > Show Fields. 2 Select a panel in the Select Columns From menu. View Active User Sessions Agent State Agent Statistics ACD Status Stations Licensed Active Chat Sessions Campaign State Outbound Campaign Manager Outbound Campaign Statistics Autodial Campaign Statistics Inbound Campaign Statistics Tab Users Agents Agents Agents Stations Chat Sessions Campaigns Campaigns Campaigns/Campaign Statistics Campaigns/Campaign Statistics Campaigns/Campaign Statistics 23 Supervisor s Guide
Managing Your Supervisor Station Displaying Fields in Your Station The fields available for the selected panel are listed in the Available Columns list. Fields in the current view appear in the Show these columns in this order pane. Add Remove Change display order Reset To add a field to the supervisor display, highlight it in the Available Columns pane and click Add. To remove a column, highlight it in the Show these columns in this order pane and click Remove. To change the display order, highlight a field and click Move Up or Move Down. To reset the display to the original defaults, click Default. 3 Click OK. 24 Supervisor s Guide
Managing Your Supervisor Station Setting General Preferences Setting General Preferences To define the shift parameters, create alerts, and dashboard intervals, select View > Preferences. Start of Shift Time Zone Time Range Time Format Show Not Running Campaigns in Outbound Campaign Manager Locale Start time for the shift when viewing Current Shift from the Range menu. Time zone for the Start of Shift selection. Time range displayed for statistics (same as View > Range). 24-hour or 12-hour time format. Whether to see statistics for outbound campaigns that are not running. The statistics are shown in the Campaigns tab, Outbound Campaigns Manager section. If your domain is enabled for multiple languages, you can change the language displayed in your application to any language supported in your domain. 25 Supervisor s Guide
Managing Your Supervisor Station Customizing Alerts Microphone and speakers volume control Enable Automatic Gain Control Enable Acoustic Echo Cancellation Synchronized with Windows volume control. Available if logged into a Softphone station. Whether to automatically adjust the softphone microphone volume to a consistent level. Available if logged into a softphone station. This option enables you to remove the echo from a voice communication to improve voice quality. Customizing Alerts If the corresponding column is displayed in the Supervisor application, you can configure alerts based on any of the statistics: Visual: Items that correspond to the conditions are highlighted by color. Audio: Audible signals are played when the specified conditions arise. Email: Email notifications are sent when the specified conditions arise. Alerts are configured for the current time range selected. If you change the time range, the alerts disappear. This is an important point because the alert configured with a value for the current hour may not be appropriate for the current month or lifetime statistics. For example, if you set an alert for Abandon Calls with a value appropriate for the current day, changing the view to the current month may inaccurately trigger the alert. Example Available Agents: If no agents are available (Agents in Call Queue), you can set an alert as follows: Statistics: Agents in Queue under ACD Status Comparison: Less than Value: 1 Percent: N/A Color: Red Alarm File: none Enabled: checked Example Agent Readiness: You can configure alerts for agents readiness states so that you can monitor agents who stay in a particular state Ready, Not Ready, Logged Out, or Wrapping Up for excessive durations of time. This figure shows an alert for agents who are idle for more than 10 minutes. You can then warn these 26 Supervisor s Guide
Managing Your Supervisor Station Customizing Alerts agents and adjust call center operations. This figure shows how the visual alert appears in the Agents tab: Setting Alerts Follow these steps: 1 Select View > Preferences. 2 Click the Alerts tab. 3 Click Add. The default alert for Agent Statistics: Total Calls is added. 27 Supervisor s Guide
Managing Your Supervisor Station Customizing Alerts a To add other possible alerts, double-click the value in the Statistics column. This menu shows the options for the Agent Statistics category. b If the names are truncated, expand the Statistics column and double-click again. For a list of available statistics, see Columns Available for Statistics. 28 Supervisor s Guide
Managing Your Supervisor Station Customizing Alerts 4 To select or enter values in the other columns, double-click the value in that column. Column Comparison Value Percent Color Description Possible values: Less Than and More Than. Threshold value. The type of value depends on the selected field, such as number of times or time in hh:mm:ss. If percentage is available for the statistic, enter a percentage. Red is the default. Alarm file Email Enabled This option enables you to select a WAV file for audio alerts. Optional email address for the notification. Enable or disable the alert as needed. 5 To set the evaluation order, click Up or Down as needed for each alert. Important Multiple alerts are evaluated from top to bottom. 6 Set your alerts preferences: Play alarm file once. Play alarm files cyclically: While the alert condition is true, repeats the alarm at the interval selected. Intervals are in 30-second increments. Play alarm file for alert with highest priority only: Only the alert at the top of the list is played. Disabling Alerts To disable an alarm, select Actions > Stop Alarm Playing (left) or View> Preferences > Disable alarms (right). 29 Supervisor s Guide
Managing Your Supervisor Station Using Color Coding Using Color Coding Color coding is similar to alerts, except that it is not necessarily based on static fields, such as user name or agent state information. Data can be color coded for different values. This feature improves readability and organization. For example, you can use color coding to identify the Agent States. You can configure green to mark that the agents are performing After Call Work (are Wrapping Up a call), and red for agents who are not working. Another common use case is to color the campaign field to distinguish Inbound and Outbound campaigns. For example, you can use blue for Inbound campaigns and pink for 30 Supervisor s Guide
Managing Your Supervisor Station Using Color Coding Outbound campaigns. You can also highlight inbound and outbound skills or different types of inbound skills. 1 Select the Color Coding tab. 2 Click Add. 3 To add other possible alerts, double-click the value in the Statistics column. 4 To select or enter values in the other columns, double-click the value in that column. Column Description Comparison Value Color Possible values depend on the statistic, such as Contain/Not Contain and Equal/Not Equal. Threshold value. The type of value depends on the selected field, such as number of times or time in hh:mm:ss. Red is the default. 31 Supervisor s Guide
Managing Your Supervisor Station Using Color Coding 5 Set all fields in each line. 6 Click OK. 32 Supervisor s Guide
Chapter 3 Managing Users Supervising Users Logging Out Users Communicating With Users Supervising Chat Sessions Supervising Users In the Users tab, you can monitor all Users that are logged into your VCC. The Users tab contains the information about every currently logged-in user. A unique session identification number is generated each time the User connects. This number is associated with any calls the user handles during that session. The Active User Sessions table contains several fields that give you information about the logged-in users. As a supervisor, you can define the fields that are displayed. For more information about managing the fields, see Managing Fields. If these fields are not visible in your Supervisor view, add them by using the Show Fields option under the View menu. Session ID Username Unique ID of the user s login session. User name associated with the login session. 33 Supervisor s Guide
Managing Users Logging Out Users Full Name Session Type Session Start Station Full name (actual) of the user associated with the login session. Type of Five9 Application that is being run by the user: administrator, supervisor, or agent. Beginning of the login session. User s station ID. In the Users tab, you can disconnect the user, chat, or send a message. Logging Out Users You can log out users as needed, for example when the application or the computer has crashed, but the login session remains active, which prevents the user from logging in again. 1 Select the Users tab. 2 Right-click a user, and select Logout User. 3 To confirm your action, click Yes. The user is notified. 34 Supervisor s Guide
Managing Users Communicating With Users Communicating With Users As a supervisor, you can communicate with users by sending messages or creating chat sessions. Sending a Message to One User Sending a Message to All Users Sending Messages Sending a Message to One User 1 Click the Users or Agents tab. 2 Right-click a user in the list, and select Send Message To User. 3 In the dialog box, enter your message, and click OK. The user sees this window. 35 Supervisor s Guide
Managing Users Communicating With Users Sending a Message to All Users 1 In the Actions menu, select Send Broadcast Message. 2 Enter your message, and click OK. Creating Chat Sessions 1 Click the Users or Agents tab. 2 Right-click a user in the list, and select Request Chat With User. 36 Supervisor s Guide
Managing Users Communicating With Users The same menu item is available also from the Actions menu. In this case, the chat session is created with you as the only member. 3 In the chat window, click + to invite users to chat. 4 Select one or several users. Only online users are listed. For multiple choices, use the <SHIFT> or <CTRL> keys. 5 Click OK. All invited users are shown in the left bottom section of the chat window. 37 Supervisor s Guide
Managing Users Communicating With Users The invited user receives this notification: If the user does not respond to your invitation or cancels it, you are notified. After the user enters the chat room, you can enter messages in the box in the lower section of the screen. Chat text appears in the main section of the screen. 6 Optionally click Export Transcript to save the transcript in TXT format on your computer. 7 To end the chat, click X in the upper right corner, and Yes. 38 Supervisor s Guide
Managing Users Supervising Chat Sessions Supervising Chat Sessions In the Chat Sessions tab, you can monitor all active chat sessions in the VCC. If you cannot see these fields, add them by using View > Show Fields. Chat ID Leader Participants Start Time Unique number of the chat session. User name of the person who initiated the chat session. User name of each participant in the chat session. When the chat session began. 39 Supervisor s Guide
Chapter 4 Managing Voice Queues Supervising Voice Queues Supervising TCPA-Enabled Domains Supervising Callbacks Supervising Voice Mail and Recordings Supervising Messages Viewing Session History Sending Test Calls Monitoring and Coaching Agents Supervising Voice Queues You can improve the success of your VCC by learning how to manage your agents. The Supervisor application provides tools to help monitor agent and campaign activity. The Supervisor Application opens to display the Users Tab. Monitoring Agent Voice Interaction Activity Monitoring Agent Activity and Interacting with Agents Customizing the Display Fields for Calls Viewing the Agent Voice Interaction Status Viewing Agent Reason Codes for Not Ready State Viewing Agent Voice Statistics Monitoring Agent Voice Interaction Activity Use the Agents tab to monitor and interact with agents. The Agents tab contains these panes: Agent State pane - (top) list of all users that have Agent role and current status. Agent Statistics pane - (bottom left) cumulative statistics for each agent. ACD Status pane - (bottom right) statistics for each skill group. 40 Supervisor s Guide
Managing Voice Queues Supervising Voice Queues Monitoring Agent Activity and Interacting with Agents To view specific aspects of an agent s activity right click on the agent s record in the list of agents in the Agent State pane. The list of possible actions displays in a pop-up window: To see the current state of all skills an agent may use, select View Skills from the action list. You can also use this display to add or remove skills from the agent s skills list. 41 Supervisor s Guide
Managing Voice Queues Supervising Voice Queues Customizing the Display Fields for Calls You can customize the fields (columns) of the displays for each section of the Agents in the View > Show Fields menu. Agent State Monitoring Fields Agent Statistics Monitoring Fields ACD Status Monitoring Fields Agent State Monitoring Fields Name Username Full Name State State Since Call Type Campaign Name Customer Description Agent s user name Agent s name Ready, ringing, on call, after call work, etc. Date and time the agent entered the current status If the agent is handling a call, it will be identified as either an inbound or outbound call. If the agent is handling a call, this field identifies the campaign that delivered the call. If the agent is handling a call, this displays the first and last name of the contact, if the Contact record was found based on the phone number. 42 Supervisor s Guide
Managing Voice Queues Supervising Voice Queues Name Media Availability On Hold Duration, On Park Duration Parked Calls Reason Code Description Media the agent can handle - calls and voice mails. Media availability is independent from agent state. The agent now is to be ready for calls or voice mails or both. Length of time the agent has been in this status. On Hold and On Park Durations help identify negative agent behavior. Very often it happens that agents forget about the fact that they have calls parked or on hold for a long period of time. These fields enable supervisors to identify such situations. Number of parked calls shows which agents have calls sitting in the IVR. Reason Code - why an agent is Not Ready or Logged Out. Agent Statistics Monitoring Fields Name Username Average Idle Time Occupancy Utilization First Call Resolution Description Agent s user name Average time the agent is waiting for a call (not on a call or in wrap-up). Calculation: total time the agent has waited between calls, divided by number of calls for the selected time period. Percentage of time the agent logged in but not on break. Calculation: AVAILABLE TIME + TALK TIME + AFTER CALL WORK TIME, divided by total login time. Percentage of time that the agent is logged in but not on break: AVAILABLE TIME + TALK TIME + AFTER CALL WORK TIME, divided by total login time. Percentage of calls assigned a disposition with first call resolution flag vs. total calls. Percentage of calls an agent has set that disposition. The percentage is based on the total number of calls processed by the agent. 43 Supervisor s Guide
Managing Voice Queues Supervising Voice Queues Name Average Handle Time Total Calls Call Charges Average Call Time Average Wrap Time Average Break Time Number of Breaks Preview Time Average Preview Time Skipped in Preview Description Value in seconds calculated after a disposition is set for a campaign call. Handle time: Time to process a call (talk time + wrap-up time [after- call work time]). Average handle time: Total handle times of all queues in the campaign divided by the total number of calls during the time interval selected in the View > Range menu. Total number of calls processed by agent. Total long distance charges for selected time period. When User Can View Billing Info permission is unchecked in Administrator application, the Call Charges column in the Agent Statistics pane is not visible in the Supervisor application for the user. Average call time from call connection to hang up: (<queue time> + <talk time>)/<number of calls>. Does not include wrapup time. Average call wrap-up time (AFTER CALL WORK TIME): <total wrap-up time> / <number of calls>. Total time on break divided by number of calls. Number of breaks taken during selected time period. Total time spent previewing records for the time range selected. Used for Preview campaigns. Total preview time divided by total number of previews. Used for Preview campaigns. Total number and percentage of calls skipped for the time range selected. Used for Preview campaigns. <Disposition Name> (Columns for each disposition that exist in the system) - Percentage of calls an agent has set that disposition. The percentage is based on the total number of calls processed by the agent. Queue Callbacks Assigned Queue Callbacks Timeout Number of calls that are in queue for callbacks. Number of disabled queue callbacks. If you double-click a line in the Agent Statistics pane, the Statistics Chart window opens. 44 Supervisor s Guide
Managing Voice Queues Supervising Voice Queues ACD Status Monitoring Fields Name Description Agents Logged In Number of agents are logged in for the skill, for example: 7 (7). First number: number of logged-in agents who have selected the skill. Number in parentheses: number of agents configured with the skill whether or not they selected it when logging in. Agents Not Ready For Calls Agents On Call Number of agents that are not ready for calls. Number of many agents are on calls. Agents Ready For Calls Agents Ready for VMs Calls In Queue Calls In Queue (Visual IVR) Number of agents that are ready for calls. Number of agents that are ready for voice mail. Number of calls in queue waiting to be transferred to agents. Number of calls that originated from Visual IVR scripts that are waiting to be transferred to agents. 45 Supervisor s Guide
Managing Voice Queues Supervising Voice Queues Name Current longest Queue Time Longest Queue Time Queue Callbacks Total VMs VMs In Progress VMs In Queue Description Longest waiting time for a call in the queue. Number of seconds that is calculated approximately every 15 seconds. Represents the call with the longest queue waiting time in the campaign during the specified statistics interval selected in the View > Range menu. Number of callbacks in queue. Number of voice mail messages. Voice mail messages being processed by agents. Voice mail messages waiting to be processed by agents. To see the ACD Details window for a skill group, double-click a line in the ACD Status. In the Agents window, you can view the agents available, the status of each agent, details about their session, the productivity of the agents, and you can monitor calls. The functions are available through the right-click menu. 46 Supervisor s Guide
Managing Voice Queues Supervising Voice Queues Viewing the Agent Voice Interaction Status To run your campaigns efficiently, you should know how many agents are assigned to your VCC, the current status of each agent, and the running campaigns. Click a column heading to sort the list according to that column name. For example, if you click on the State column, the list will be sorted alphabetically according to the status of the agents, e.g., Logged Out, On Break, Ready, etc. When you click on a column heading, a small triangle appears. When the triangle points downward, the list is sorted alphabetically A to Z or numerically low to high. By clicking the heading again, the triangle is inverted, and the list is sorted in reverse order. Viewing Agent Reason Codes for Not Ready State When agents select a Not Ready code the Agent State display changes to reflect state changes. Along with the Reason Code, the display also shows the duration of time the agent spends in that state. If the agent changes the reason code, the Reason Duration timer resets to zero (0) and the timer starts over for each state change. Agent state duration and reason codes are also available in the Agent Status Grid widget of the Dashboards and Reports Application. See Five9 Dashboards and Reports Catalog. 47 Supervisor s Guide
Managing Voice Queues Supervising Voice Queues Viewing Agent Voice Statistics Agent Statistics enable you to see the efficiency of each agent. The list is generated with data from the time interval selected in the View > Range menu. For example, you can show how many calls the agent has handled, the long distance charges incurred, and the time spent wrapping up calls or on breaks. You can determine how the list is sorted by clicking on the column heading of your choice. For example, to sort the list according to toll charges, click Call Charges. 48 Supervisor s Guide
. Managing Voice Queues Supervising TCPA-Enabled Domains Supervising TCPA-Enabled Domains By default, if you are part of a domain enabled for TCPA Manual Touch Mode, agents are required to input all internal and external phone numbers manually. External numbers are not dialed automatically. Agents cannot cut and paste or drag and drop a phone number into the field. When ready to dial an external number, agents must enter the number in the field. After agents 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 voicemail 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. Previewing Contact Records in Five9 TCPA Domains Agents are automatically shown a contact record to preview before they initiate a call. Unlike calls which are automatically dialed after a preview time has expired, in a TCPA domain the agent s Ready state is set to Not Ready. Agents must change their state to Ready to proceed with the call presented. Dialing Calls in a Five9 TCPA Domain When agents are ready to dial a call after they have previewed the contact record, they click the green phone icon for the number you wish to dial. 49 Supervisor s Guide
Managing Voice Queues Supervising Callbacks Agents see a Make Call window: After clicking the Make Call button, agents are presented with the RETYPE TO DIAL screen from which they will actually initiate the call. Agents must retype the number presented in the previous Preview and Make Call screens. Agents are not allowed to copy and paste or drag and drop any number into the RETYPE TO DIAL screen. The retype number field remains tinted until the number to dial is entered correctly. The Make Call button remains grayed out until the number is entered correctly. Supervising Callbacks You can view callbacks created by agents. This list displays the callbacks and indicates if they are complete or pending. Knowing how many callbacks your agents have will help 50 Supervisor s Guide
Managing Voice Queues Supervising Callbacks you manage their workload as well as your campaigns. By viewing this list you can also reduce the number of missed callbacks caused by absent or unavailable agents. Accessing Agent Callbacks Moving Callbacks to Another Agent Saving Callbacks Accessing Agent Callbacks Follow these steps. 1 Click the Agents tab. 2 Right-click an agent to open the drop-down menu. 3 Click View Callbacks. The list of the agent s callbacks appears in the Callbacks window. The following columns appear: Done, Number, Complete By, Campaign, and Comments. You can click these buttons: Move: Move the selected callbacks to another user. Export: Save all listed callback lists as CSV files. You can select columns for export. Close: Close the current window. 51 Supervisor s Guide
Managing Voice Queues Supervising Callbacks 4 Double-click a callback record to view its details. Use the navigation pane in this window to proceed to next/previous records. Moving Callbacks to Another Agent You can move callbacks among agents. 1 Open the agent Callbacks window. 2 Select one or several items, holding <CTRL> or <SHIFT> for multiple choices. 3 Click Move. 4 Select a user, and click OK. 5 Confirm your request to move the callbacks. 52 Supervisor s Guide
Managing Voice Queues Supervising Voice Mail and Recordings The selected callbacks disappear from the list. You can see now them in the callback list of another agent. Saving Callbacks You can save agent callbacks as CSV files. 1 Open the agent Callbacks window. 2 Click Export. 3 Select the destination folder, type file name and click Export 4 In the dialog window, check the fields you want to export. You can save export templates. 5 Click Export. Supervising Voice Mail and Recordings You can filter, sort, view, listen to, and manage voice mail and recordings received or recorded by agents and for skill groups. Knowing how many voice mail messages your agents have helps you to manage their workload and your campaigns. Enabling Call Recordings Accessing Voice Mail and Recordings Listening to Voice Mail Moving Voice Mail Among Agents Changing the Agent s Voice Mail State 53 Supervisor s Guide
Managing Voice Queues Supervising Voice Mail and Recordings Enabling Call Recordings You can choose which logged-in agent calls to record. The setting is accessible in the right-click menu in the Agents tab. You can record all agent calls while the agent is logged in. If the agent being recorded logs out of the application, the recording stops. In the Agents tab, right-click the agent s user name and select Record All Calls This Session. Accessing Voice Mail and Recordings To view voice mail and recordings, follow these steps. In the Agents tab, right-click the agent s user name, and select View Voicemail/ Recordings. 54 Supervisor s Guide
Managing Voice Queues Supervising Voice Mail and Recordings The list of the agent s voice mail and recordings appears. Listening to Voice Mail 1 Access the agent s voice mail list. 2 Select a voice mail folder or recording under folder. 3 Click Play. 55 Supervisor s Guide
Managing Voice Queues Supervising Messages Moving Voice Mail Among Agents 1 Access the agent s voice mail list. 2 Select a voice mail folder in the list. 3 Click Move. 4 Select an agent from the list, and click OK. 5 Confirm your request to move the selected messages. The message disappears from the list. Changing the Agent s Voice Mail State The Agent application can be in one of two possible voice mail states: Ready to receive voice mail - The Ready Call and VM or Ready VM user status is selected. Not ready to received voice mail - The Ready Call or Not Ready user status or a Not Ready reason code is selected. To change the status, in the Agents tab, right-click an agent, and select Switch VM Ready/ Not Ready State. The agent is notified. Supervising Messages As a supervisor, you can see the list of instant messages sent or received by your agents. The agent must be logged on to view the message list. Only messages sent and received during the current session are displayed. Accessing Messages Sent by an Agent Accessing Messages Received by an Agent Accessing Messages Sent by an Agent To view the agent's sent messages, follow these steps: 1 In the Agents tab, right-click the selected agent, and select View Messages Sent. 56 Supervisor s Guide
Managing Voice Queues Viewing Session History 2 Double-click the message to see the details in a separate window. Accessing Messages Received by an Agent To view the agent's received messages, follow these steps: 1 In the Agents tab, right-click the selected agent, and select View Messages Received. 2 Double-click a message to see the details in a separate window. Viewing Session History You can use the Session History window to view the list of calls handled by the agent during the current session. The agent must be logged in for you to view the current history. 1 In the Agents tab, right-click an agent, and select View Session History. 2 Double-click a call to see the details in a separate dialog window. Number DNIS Call Type Start Time Talk Time Wrap Time (after call work time) Disposition Campaign 57 Supervisor s Guide
Managing Voice Queues Sending Test Calls Comments Sending Test Calls Sending a test call is an excellent training tool allowing the agent to practice processing calls. No record of the call is retained nor is the contact database updated with any actions taken during the test call. Sending a Test Call to an Agent Sending a Test Call to a Skill Group Sending a Test Call to an Agent The agent must be logged in and ready to accept calls in order to receive the test call. To prevent the agent from getting an actual call, make sure there are no campaigns running that are associated with the agent s skill group, or remove the agent from any active skill groups. 1 In the Agents tab, right-click an agent, and select Send Test Call. If the agent is not available, you receive a warning message stating Not ready to take a call. The Send Test Call To Agent window appears. 58 Supervisor s Guide
Managing Voice Queues Sending Test Calls 2 Select a telephone number and a campaign. 3 Click Send Test Call. When the call is successfully sent, you see a confirmation message. If the call was not successful, you will see an error message. 4 Click OK. Sending a Test Call to a Skill Group 1 In the Agents tab, right-click a skill group in the ACD Status section, and select Send Test Call To Skill(s). 59 Supervisor s Guide
Managing Voice Queues Sending Test Calls 2 Define these settings: Number of calls to send Timeout (in milliseconds) Call priority 3 Select the Skills tab. 4 Select one or more skills. 5 Click Send Test Call(s). You receive a confirmation message. If the call was not successful, you see an error message. 6 Click OK. 60 Supervisor s Guide
Managing Voice Queues Monitoring and Coaching Agents Monitoring and Coaching Agents You may want to listen to agent calls to observe performance for training purposes, or to evaluate how a campaign is being received by customers. The monitoring modes are Silent - You can listen to the call but cannot talk to the agent or the customer. Neither party can hear you. You must log in with a softphone or gateway connection. Whisper - You can speak to the agent, but the customer cannot hear you. Barge In - You can talk to the customer. supervisors monitoring agents Note If this feature is enabled, agents hear an alert when you begin to monitor them. Starting a Silent Monitoring Session with an Agent Barge-In and Whisper Coaching Finding the Supervisors Monitoring Agents Stopping an Agent Monitoring Session Starting a Silent Monitoring Session with an Agent You may also enable per-campaign random call monitoring by right-clicking on a campaign in the Campaign State panel. Calls associated with those campaigns are continuously delivered for monitoring. 1 In the Agents tab, right-click an agent, and select Start/Stop Monitor Agent. 2 Click Yes. The agents that are being monitored are highlighted in yellow in the Agent State list. You can now hear the agent. The yellow highlight turns olive after selection. 61 Supervisor s Guide
Managing Voice Queues Monitoring and Coaching Agents 3 For silent monitoring, right-click and select Monitor Mode. Barge-In and Whisper Coaching If you have permission, you may use these options, which help you to train agents or to instruct them during difficult situations. You can use these options with any type of station: PSTN, softphone, or gateway. Whisper: Enables you to speak with the agent while not being heard by the customer. This is ideal for coaching of agents or assisting with difficult calls. Barge-In: Enables you to speak with the customer. This feature is intended for situations when the supervisor needs to help with the call but not take over the 62 Supervisor s Guide
Managing Voice Queues Monitoring and Coaching Agents call from the agent. The agent needs to stay on the line and select a disposition for the call when finished. You can select from three monitoring modes. Color coding enables you to see which agents are currently being monitored, and in which mode they are being monitored. The agent should be on a call for these options. To use the Whisper and Barge-In options, you must first enable silent monitoring. 1 Select the Agents tab. 2 Right-click the agent s user name, and select Start/Stop Monitor Agent. 3 Click Yes. 4 Right-click the agent s user name, and select Monitor Mode > Whisper or Barge- In. The user name is highlighted in red for whisper and orange for barge in, and On Call (Whisper or Barge in) appears in the State column. Finding the Supervisors Monitoring Agents Other supervisors may also monitor agents. To see the list of supervisors monitoring an agent, right-click the agent, and select List Supervisor(s) Monitoring Agent. 63 Supervisor s Guide
Managing Voice Queues Monitoring and Coaching Agents Stopping an Agent Monitoring Session The agents that have been monitored are highlighted in yellow in the Agent State list. To stop monitoring an agent, right-click the agent, select Start/Stop Monitor Agent, and click Yes. 64 Supervisor s Guide
Chapter 5 Supervising Text Interaction Queues Monitoring Agent KPIs and Agent Status Monitoring Agent Profile KPIs and Status Monitoring Agent Group KPIs and Status Filtering KPI Statistics from the Table Display Text Details tab To monitor and interact with agents who are working with clients through social, chat and email interactions, use the Text Details tab of the Supervisor Application. The Text Details window enables you to monitor all text-based interactions for your agents, for example: View agents by agent group. View agents with multichannel permissions. View the list and statistics of profiles (campaigns in the VCC). View the list of groups (queues in the VCC) with statistics and number of agents logged into each. Control how an agent s interaction statistics are displayed. Monitor an agent s status in an assigned group. Monitor the number of chat, email, and social posts in queue for each queue and campaign. Monitor the number of agents logged in with chat, email, and social posts in queue for each queue and campaign. The Text Details display contains one row for each agent, profile, or group. For each selection, you can see the activity and relevant statistics. If you are using avatars, the agent s avatar is included at the beginning of the row next to the agent s name. 65 Supervisor s Guide
Supervising Text Interaction Queues Monitoring Agent KPIs and Agent Status Filter for Chat, Email, Social Monitoring Agent KPIs and Agent Status The agent s Key Performance Indicators (KPIs) are displayed in real time and show statistics the active period the last 24 hours. The KPI categories are each represented as a column in the agent display table. These statistics may be filtered to display chat, email, and/or social interactions. Agent KPI Outreached 24 Hours Currently Assigned KPI Significance (Individual metric) Number of post items that have been resolved and closed in the past 24 hours. (Individual metric) Number of post items currently assigned to the agent. The time of assignment starts when an item is assigned to an agent or when the agent manually selects and locks an item. If the number is high, you might send a chat message instructing the agent to release (unlock) post items so that they go back into the queue for other agents. 66 Supervisor s Guide
Supervising Text Interaction Queues Monitoring Agent KPIs and Agent Status Agent KPI Status (Agent Presence) AHT (Average Handle Time) MHT (Maximum Handle Time) APT (Average Progress Time) ART (Average Resolution Time) Video Enabled KPI Significance (Individual indicator) Agent s current presence and activity. Possible status indicators are: Logged In, Logged Out, On Email, On Social, On Chat, or Busy. Busy status indicates the agent is working at the designated capacity for all channels. (Individual metric) Interval between Time of Assignment of a social post and when it is set to a closed (resolved) disposition. The metric is the average amount of time the agent takes to resolve posts. It is recalculated after a disposition is set for each campaign call. Agent Handle Time = Initial Response Time + Progress Time + Resolution Time (Individual and Group SLA metric) Group SLA and an individual Agent KPI metric. Each is calculated differently. You can redistribute workload based on the MHT metric. MHT Individual SLA Metric: Longest amount of time to disposition and resolve a single post item during the current period. Measured from the Time of Assignment to the disposition with closed status (Closed Time). MHT Group SLA Metric: Longest time for the group to process and disposition a post item. Measured from the time the item appeared in the queue (Start Time) to its disposition with closed status (Closed Time). (Individual KPI metric) Average time between Time of Assignment for all posts during the current period and the beginning time stamp of the last open disposition for all posts during the same current period. You can see how long it takes for an individual agent to review assigned items and decide what kind of outreach to apply. (Individual KPI metric) Average time the agent takes to move post items from the last Open disposition to its final Closed disposition as resolved during the current time period. You can see how long it takes for an agent to work items and close them from the last Open state. (Individual indicator) Whether Five9 Visual Support is enabled for this agent. Possible settings are: 1 = Agent is enabled, 0 = Agent is not enabled. 67 Supervisor s Guide
Supervising Text Interaction Queues Monitoring Agent Profile KPIs and Status Agent KPI On Video KPI Significance (Individual indicator) Whether agent is currently engaged in a Visual Support session. Possible settings are: 1 = agent is currently engaged, 0 = agent is not currently engaged. Monitoring Agent Profile KPIs and Status The profile (campaign) Key Performance Indicators (KPIs) are displayed in real time and show statistics the active period the last 24 hours. Each KPI category is represented as a column in the agent display table. These statistics may be filtered to display chat, email, and/or social interactions. Filter for Chat, Email, Social Profile KPI In Queue KPI Significance (Profile metric) Number of available post items in queue for this profile. 68 Supervisor s Guide
Supervising Text Interaction Queues Monitoring Agent Group KPIs and Status Profile KPI Assigned Closed Abandoned KPI Significance (Profile metric) Number of post items currently assigned to the agent. The Time of Assignment begins when the system assigns an item to an agent within the named profile or when the agent manually selects and locks an item. If the number is high, you might want to instruct the agents within the named profile to release (unlock) some post items so that they go back into the queue for other agents. (Profile metric) Number of post items resolved and closed in the past 24 hours. (Profile metric) Number of items that were abandoned before an agent assignment or resolution occurred. Monitoring Agent Group KPIs and Status The agent group Key Performance Indicators (KPIs) are displayed in real time and show the number of agents currently logged in, by agent group, and statistics for the active period the last 24 hours. Each KPI category is represented as a column in the agent display table. These statistics may be filtered to display chat, email, and/or social interactions. Filter for: Chat, Email, Social 69 Supervisor s Guide
Supervising Text Interaction Queues Filtering KPI Statistics from the Table Display Profile KPI In Queue Assigned Closed Abandoned KPI Significance (Group metric) Number of available post items in queue for this agent group. (Group metric) Number of post items currently assigned to the agent group. The Time of Assignment begins when the system assigns an item to an agent within the named agent group or when the agent manually selects and locks an item. If the number is high, you might want to instruct the agents within the named profile to release (unlock) some post items so that they go back into the queue for other agents to work. (Group metric) Number of post items resolved and closed in the past 24 hours. (Group metric) Number of items that were abandoned before an agent assignment or resolution occurred. Filtering KPI Statistics from the Table Display You can use the filtering icons in the table header to filter the statistics shown for each agent. The icons are green when not selected and turn black when selected. Click on the individual icons to see only those posts represented in the agent KPIs displayed in the table. As you activate each icon you see the numbers in the table change instantly. If you activate more than one channel at a time, you see the total of Currently Assigned items rather than just the items for one channel. 70 Supervisor s Guide
Chapter 6 Managing Skill Groups Managing Skill Group Queues Managing Skill Voice Mail Managing Skill Group Queues The skill groups set up in the Five9 Administrator and assigned to campaigns are the call queues. As a Five9 Supervisor you can view the calls waiting in a skill group queue. You can also view the status of agents within a skill group as well as the status of calls in queue for the skill group. In addition, you can send a test call to a skill group. Viewing the List of Skill Groups Viewing Calls in Queue for a Skill Group Viewing Skill Group Queue Details Sending Test Calls to a Skill Group Viewing the List of Skill Groups To view the list of skill groups, click the Agent tab. You can view the ACD Status pane in the lower right hand side of the window. Under the Skill column you see all the skill groups associated with your VCC. You can double-click a skill in the list to open a window with detailed information. These statistics can be very helpful in managing inbound calls. Working with your Five9 Administrator, you can adjust the agents in skill groups according to the actual call volumes. It is important to keep in mind that the agent may be assigned to more than one skill group. The default queue is not assigned to agents. Therefore, it does not appear when you select skills. However, if you have permission, you may need to answer calls in that queue. 71 Supervisor s Guide
Managing Skill Groups Managing Skill Group Queues Viewing Calls in Queue for a Skill Group The Calls In Queue column shows the number of calls on hold waiting for an available agent within that particular skill group. Viewing Skill Group Queue Details You can view the actual calls and agents in a skill group queue. To open the details, double-click the skill group name. The following window with ACD Details for the selected skill group opens. 72 Supervisor s Guide
Managing Skill Groups Managing Skill Group Queues General - number of agents, calls and voice mail in queue, number of VMs processed by the agents, and the number of agents ready for VMs. Agents Logged In - agents logged in for the skill. Agents Ready For Calls - agents in ready for calls status. Agents On Call - agents on calls. Agents Not Ready For Calls - agents in not ready for calls status. Calls in Queue - details of calls waiting in queue such as the caller s name (if available), the campaign name, the call type, the priority of the call, and the amount of time in queue. VMs In Queue - details of voice mail waiting in queue such as the caller s name (if available), the campaign name, the amount of time in queue, and the duration of the voice message. VMs In Progress - details of voice mail being processed by the agents such as the caller s name (if available), the campaign name, the amount of time in queue, and the duration of the voice message. Agents Ready for VMs - number of agents are in ready for voice mail status. Skill Voicemail - for skill voice mail management. You can open more than one skill group queue window at the same time, which enables you to view the calls and agents moving through the queue for multiple skill groups. 73 Supervisor s Guide
Managing Skill Groups Managing Skill Group Queues Sending Test Calls to a Skill Group You can send test calls to a skill group. It is a good way to test your campaigns to ensure that calls are going to the correct agents. During the test, an agent does not receive a live call but sees the windows displaying as with a real call from a campaign. Features that require a connected call are not available for test calls. Features such as hold and transfer do not work, but the agent can view scripts, run a worksheet, and assign a disposition to the test call. Agents must be logged in and ready to receive test call. 1 Open the Agents window. 2 From the ACD Status list, click on a skill group, and right-click and select Send Test Call to Skill(s). A menu opens. 3 Use the Up and Down arrows in Number of calls to send to set the number of test calls you would like to be sent to the skill group. 4 Use the arrows in Timeout to set the length of time before the call is abandoned if an agent is not available to handle the call. Five9 recommends to leave the default. 74 Supervisor s Guide
Managing Skill Groups Managing Skill Voice Mail 5 Use the arrows in Call Priority to set the call priority for your test calls. This can be used if you want your test calls to take priority over the other calls. 6 If you want to send test calls to a campaign, check Specify Campaign for Test Call, and select a campaign from the list. 7 Click on Send Test Call(s). Viewing the State of an Agent s Skills To see the current state of all skills an agent may use, select View Skills from the action list. You can also use this display to add or remove skills from the agent s skills list. Managing Skill Voice Mail Accessing Skill Voice Mail Playing Skill Voice Mail Messages Transfer Skill Voice Mail Messages Changing the Status of Skill Voice Mail Messages Accessing Skill Voice Mail In the Agents tab, double-click a skill name in the ACD Status pane. 75 Supervisor s Guide
Managing Skill Groups Managing Skill Voice Mail The Skill Voicemail tab displays all the skill voice mail in a list: Number, Length, Type, Description, Campaign, Created, Status, and User. Voice mail messages are separated into folders because they may comprise multiple recordings from the same IVR session. In the Page Size option, you can specify the number of records per page. Voice mail lists can be sorted or filtered according to status, time created, length, etc: Number, Length, Type, Description, Campaign, Created, and Status. 76 Supervisor s Guide
Managing Skill Groups Managing Skill Voice Mail You can filter the skill voice mail list by the following options: Queued, Accepted, Processed, and Deleted. After applying the options, click Refresh. Playing Skill Voice Mail Messages 1 In the Agents tab, double-click a skill name in the ACD Status pane. 2 Find the voice mail. 3 Select a recording item under the voice mail folder. 4 Click Play. Transfer Skill Voice Mail Messages 1 In the Agents tab, double-click a skill name in the ACD Status pane. 2 Find the voice mail. 3 Select a voice mail folder. 4 Click Transfer. 5 Select an agent or a skill. 6 Click Transfer. 77 Supervisor s Guide
Managing Skill Groups Managing Skill Voice Mail Changing the Status of Skill Voice Mail Messages 1 In the Agents tab, double-click a skill name in the ACD Status pane. 2 Find the voice mail. 3 Select a voice mail folder. 4 Click Change Status. 5 Select an option: Queued, Processed, or Deleted. Deleted messages can be changed to Queued and delivered to agents. 6 Click OK. 78 Supervisor s Guide
Chapter 7 Supervising Campaigns Viewing Campaign Information Customizing Your Campaign Display Managing Campaigns Use the Campaigns tab to view information about the status and statistics for each campaign. You can also start and stop campaigns by right-clicking the campaign name. Viewing Campaign Information Use the Campaigns tab to monitor campaign performance, start and stop campaigns, and customize the information displayed in the monitoring panes. You may sort any of the displays according to any column. Hover the pointer over a column heading to display a short description of the statistic. You can customize the view of each pane by managing the fields. See detailed information in Customizing Your Campaign Display. Campaign State Pane The Campaign State pane lists the campaigns created in your VCC domain and shows the current status for each campaign. 79 Supervisor s Guide
Supervising Campaigns Viewing Campaign Information Outbound Campaign Manager Pane The Outbound Campaign Manager pane shows the status of outbound campaigns. Use the View > Preferences screen to set display preferences for each campaign. Also use this screen to include statistics in the Outbound Campaign Manager display for campaigns that are not currently running. Campaign Details In the Outbound Campaign Manager pane, double-click a campaign name to open the Campaign Manager Details window. This window displays general statistics, progress, the current status of the dialing lists used in the campaign, and details about the selected dialing lists. 80 Supervisor s Guide
Supervising Campaigns Viewing Campaign Information Campaign Progress To display a chart showing dispositions over time for the campaign, open the Progress tab. Real-Time Status of the Dialing Lists Open the List Status tab t display a real-time view of the overall status of records in the campaign, including a break-down of records by lists. Details About the Dialing List The List Details tab displays information about dialing list records based on time intervals. You can see the progress through the selected list, and the number and percentage of final dispositions. 81 Supervisor s Guide
Supervising Campaigns Customizing Your Campaign Display While the campaign is running, you can change the displayed statistics for the time interval and the list. After you make changes, click Refresh to update the displayed data. Selected interval Existing records New records Final dispositions Contacts that cannot be reached List option At any time, you may also export a spreadsheet (XLS) that contains summary results for the campaign. For a description of the fields, see Outbound Campaign Manager List Fields. Campaign Statistics Pane The Campaign Statistics pane displays statistics for outbound, inbound, and autodial campaigns. Customizing Your Campaign Display You can customize the Supervisor campaign monitoring tables to include the fields (columns) important to your business or to a specific campaign. Each of column headers displays a short description of the field when you hover the pointer over the column heading. Here is an example of the field description for the Abandon Call Rate % field: 82 Supervisor s Guide
Supervising Campaigns Customizing Your Campaign Display To add or remove fields from a table, navigate to View > Show Fields. The campaign monitoring view includes these sections: Campaign State Fields Outbound Campaign Manager List Fields Campaign Statistics Fields Campaign State Fields Name Campaign Name Type State State Since Mode Profile Abandon Call Rate % Current Action Description Name of the campaign. Inbound, outbound, or autodial. If the campaign is currently running. Date and time the campaign entered the current state. Training, basic, or advanced mode. If the campaign is running in advanced mode, this field shows the profile the campaign is using. Total number of abandoned calls in relation to the sum of total abandon calls and live connect calls. Use this statistic to monitor the abandoned calls percentage for FCC telemarketing regulations. Note This calculation excludes any custom dispositions created to indicate call dispositions when no live party is reached. Campaign event, such as out of numbers or waiting for available agents. 83 Supervisor s Guide
Supervising Campaigns Customizing Your Campaign Display Outbound Campaign Manager List Fields The time range for this panel is determined by the Campaign Manager Rolling Period setting rather than the Range setting. Name Campaign Name Agents Ready Avail Records Avg Calls:Agent Dispositioned Total Records Contacted Attempts Dialed - List Cycle Redialed - timer Dialed - ASAP No Party Contact-Sys No Party Contact-Agent Description Name of the campaign. Number of agents waiting for a call. Number and percentage of contact records in the campaign s call list(s) that are available to be dialed. (Target C:A) Ratio of Attempts to Contacted records, with the current configured or targeted Calls-to-Agent ratio for the campaign in parentheses. Number of records no longer available for dialing, due to a final disposition, with percentage from total records in parentheses. Number of records in the campaign, including all lists. Number of calls were assigned to an agent, with percentage from total attempts in parentheses. Number of dialing attempts. Number of records that were dialed without a timer, with percentage from total attempts in parentheses. Number of records that were redialed with a timer, with percentage from total attempts in parentheses. Number of records that were dialed with a Dial ASAP request, via APIs or Web2Campaign, with percentage from total attempts in parentheses. Indicates the number of No Answer, Busy, Answering Machine, or Operator Intercept dispositions, with percentage from campaign total attempts in parentheses. Indicates the number of times the custom disposition was used when no live party was reached (percentage from total attempts in parentheses). 84 Supervisor s Guide
Supervising Campaigns Customizing Your Campaign Display Name Abandoned Calls Unreachable State Skipped In Preview Description Total number of abandoned calls in relation to the sum of total abandon calls and live connect calls. Use this statistic to monitor the abandoned calls percentage for FCC or Ofcom telemarketing regulations. Note This calculation does not include any custom dispositions created to indicate call dispositions when no live party is reached. Number of records that are not eligible for dialing due to administrator-configured rules, with percentage from total records in parentheses. State of the campaign: Running / Not Running (useful if Show Sleeping Campaigns in Outbound Campaign Manager option is enabled in Preferences). Number of records that were skipped in preview, with percentage from total attempts in parentheses. Only applicable to campaigns running in Preview Dialing mode. Campaign Statistics Fields These fields can be added to monitor outbound, inbound, and autodial campaigns statistics. Name Campaign Name Visual IVR Sessions Total Calls Description Name of the campaign. Inbound campaigns: Subset of total calls that contains phoneand Web-initiated Visual IVR sessions. Outbound or autodial Campaigns: Total calls dialed for the campaign. Inbound campaigns: Total calls received by the campaign. 85 Supervisor s Guide