Cloud Contact Center Software Five9 Supervisor App for ipad Last updated June 25, 2014 What's New in the Five9 Supervisor App for ipad? New Agent Overview screen gives supervisors a graphical view of agent states and statistics with configurable alerts for Key Performance Indicators KPIs. You can set alerts for KPIs so that you can monitor performance from every view. Supervisors can manage campaigns. Supervisors can receive and respond to requests for help from agents. In This Guide... Five9 Supervisor App for ipad Overview Logging In to the Five9 Supervisor App for ipad Using the Five9 Supervisor App for ipad Configuring Your Display Views Initiating and Stopping Agent Monitoring and Coaching Answering an Agent s Help Request Viewing Agent Statistics and Skill Group Queues Viewing Campaign States and Statistics Starting and Stopping Campaigns Troubleshooting Five9 Supervisor App for ipad Overview Use the Five9 Supervisor App for ipad to view campaign statistics and skill queues, and to monitor and interact with agents in your customer experience center. You may want to listen to agent calls to observe performance for training purposes, or to get a feel for how a campaign is being received by customers. To Use Five9 Supervisor App for ipad, Five9 Assumes... You have an active Apple App Store or itunes account. You are familiar with an ipad or ipad Mini. You have a working knowledge of the Five9 standard VCC Supervisor Application. You have an active Five9 VCC account configured with the Supervisor role. You are familiar with Five9 Contact Center terminology. You have a headset with a microphone which is compatible with your ipad device and is approved by Apple. 1
Logging In to the Five9 Supervisor App for ipad Before You Begin You can be logged into the Five9 Supervisor application on only one device at a time using the same user name and password. If you are logged into another device, including the desktop version, you must log out before attempting to log in to the Five9 Supervisor App for ipad. Launch the App and Log In Tap the Supervisor icon to launch the application: You will be prompted to enter your credentials: The Station ID is optional, but is required for you to use the agent monitoring and other audio features of the application. The Station ID establishes a Voice over IP (VoIP) connection to your ipad device. To use the audio features of the Five9 Supervisor App for ipad, your ipad device needs to participate in a VoIP network. You should have a Station ID associated with your VCC account. If you do not have a station ID and want to use this app for interactive monitoring and coaching, talk with your VCC Administrator to get a Station ID assigned. Using the Five9 Supervisor App for ipad Window Header Information for Grid Displays Tap the menu to display the navigation menu. See Navigation Menu for details. Title The display title of each view appears in the center of the window header. Agent Status is the view shown in this example. View toggle. Tap the view toggle button to switch between views of related data. In this example, the toggle displays either ACD Status or Agent Statistics. The toggles differ on each screen. Fields chooser. Tap the Fields button to see the list of fields you can select to display in the grid. The field choices are different for each grid display. 2
Navigation Menu Tap the menu icon in the window header to open the navigation menu. Use the navigation menu to Display and navigate to app features for agents, ACD, and campaigns Change your Key Performance Indicator (KPI) threshold settings Check the software version you are running Open the documentation with the Help item Log out of the app Supervisor App for ipad Version Number You might be asked by Five9 Customer Success to provide the app version you are running. Tap the About menu item to display the version of the Supervisor App for ipad. 3
KPI Threshold Settings Tap Settings in the app menu to display the KPI Threshold Settings screen. You can change target settings for Average Call Length Agent States, including Ready On Call After Call Work Not Ready The screen opens showing the default settings for each KPI. You can display the values in either minutes or seconds. The KPI threshold settings are reflected throughout the app in the various displays. When you tap on the setting you want to change, the keyboard appears. Change the settings to the KPIs that you have determined are appropriate for your business. Search for Agents You can search for agents in any view. Tap on the Search icon below the screen header to open the keyboard and type your search. 4
Configuring Your Display Views The Five9 Supervisor App for ipad opens with the Agent Overview cards displayed. The Agent Overview gives you a graphical view of agent status and activity. You can filter the display to focus your attention on areas most critical to your business.. Other information is presented in table form to display campaigns, agent statistics, and skill group queues. From the Agent Overview card and table views you can Filter the display to monitor according to agent states Perform agent monitoring and coaching Monitor Automated Call Distributions (ACD) and skill group queue status Monitor Agent Statistics Configure the layout of each table view by adding or rearranging the fields you want to see in your display. 5
Modifying the KPI Thresholds The KPI status is reported in all of the agent displays, allowing you to monitor agents from any view. Average Call Length you can set your average maximum call length at 15, 30, or 60 minutes. For example, if the average call length for your contact center or campaign is 15 minutes, you would set this field at 15 minutes. Color Legend The color legend helps you see at a glance how an agent s activity is fitting within the defined thresholds for each of the KPIs and against the defined average call length. Ready The Ready KPI indicates the maximum time an agent should be in the Ready. This metric an be specified in seconds or minutes. On Call Sets the thresholds for the length of time an agent should be active on a call. This metric can be specified in seconds or minutes. After Call Work Indicates the amount of time an agent should spend wrapping up a call and completing necessary closing activities. This metric can be specified in seconds or minutes Not Ready Sets the thresholds for the length of time an agent should be in the Not Ready state. This metric can be specified in seconds or minutes. 6
Reading and Configuring the Agent Overview Display The Agent Overview screen displays a card for each agent. The cards indicate the agent s performance against metrics defined in the KPI Settings Threshold screen. KPI Indicator The KPI indicator is the color circle on each agent s card. The color indicates how the agent is performing against the defined threshold for the agent s current state. Agent State The icon in the center of the circle on each agent card indicates the agent s current state. Time Indicator The length of time the agent has been in the current state is displayed inside the circle below the state icon. Agent State Name The name of the agent state is centered below the color circle. Start Time the time the agent entered the current state is indicated below the State Name The first agent is in Ready state and has either reached or exceeded the KPI threshold defined for this state. To change the agent s state, you must use the Supervisor application on your desktop. The second agent is in the Not Ready state and has either reached or entered the warning threshold defined for this state. The third agent is in the Not Ready state and is still within the allowable time specified for the state. The green line grows around the circle until the agent reaches the warning level, then the line will turn yellow. Reading the KPIs in Table Views The KPIs you set are reflected in the table views by the color of the time displayed in the grids. Based on the agent s current state, the color of the time indicates how the agent current status compares to the defined threshold. You can quickly see from the colors of the times displayed in this example that the loggedin agents are at various points in the thresholds set for the states they are in. 7
Configuring the Agent Overview You can change the sort order of the agent cards by sorting on the agent state or on agent name and KPIs. Sorting on KPIs allows you to identify agents that might need assistance. This example shows the agent state filter: Here is the Agent Name and KPI sort example: Configuring the Grid Views The Agent Grid is shown here filtered by Agent State showing all agents logged in. To see the agents listed in a different perspective, choose a different value from the list of agent states: Logged In All On Tasks On Calls Idle Ready Not Ready Note: The On Tasks choice shows agents on calls and after call work. 8
Changing the Fields Displayed in the Grid View Tables Use the Fields drop-down list to change the fields displayed in a grid view. Tap and hold the icon at the right of the field name to highlight the name, then drag it to either the VISIBLE FIELDS section or the HIDDEN FIELDS section of the list. Tap the field name to apply formatting to the column headings to suit your business needs. You can scroll the list to change the font style, numerical format, and color. A check mark appears to indicate your choices. Changing the Column Order in the Grid View To change the order of the columns in your display, tap and hold the column name until a blue outline appears around the column. Once the column is outlined in blue, you can drag the entire column to the new position. Tap anywhere on the screen to release and set the new column position. 9
Changing Column Width in the Grid View To change the width of a column in a grid view, tap and hold the column name until a blue outline appears around the column. Once the column is outlined in blue, you can drag the handle in the upper right corner of the blue outline to change the column width Sorting the Grid View You can sort grid views on any number of columns. Tap the column header to initiate the sort on a single column. A down arrow appears to the right of the column header to indicate the column is sorted in descending order. Tap the column header again to change the sort order. The up arrow indicates the column is sorted in ascending order. To sort on multiple columns, double tap the column headers. Sort precedence is based on the order in which you select the columns. Notice in this example that the grid is sorted on three columns. To deselect a column you already sorted, double tap that column again. Single tap any column not already selected to sort that column and deselect the others. Initiating and Stopping Agent Monitoring and Coaching You can work with your agents using these monitoring and coaching features: Listen in Allows you to listen silently to an active agent call. You cannot speak to either the agent or the customer. Because you are listening silently, neither the agent nor the customer can hear you. Barge in Allows you to assist the agent by talking directly with the customer. Whisper You can talk to the agent, but the customer cannot hear you and is not aware that you are also on the call Chat Initiate a chat session with an active agent. 10
Initiate agent monitoring and coaching features by tapping on the agent s name in either the Agent Grid or the Agent Card view. From each location you can choose the type of monitoring or coaching you want to perform. From the Agent Grid, the Agent Information panel appears. Tap on the icon in the window footer to initiate a coaching or monitoring session. To stop your current coaching or monitoring session in the grid display, tap Done. From the Agent Card view, tap on the Agent Status circle to display the monitoring and coaching icons. Stop your current monitoring or coaching session in the card view by tapping on the Agent status circle again. 11
Send a broadcast message to selected agents or to all agents by tapping on the compose icon in the window header of the Chat screen. Tap in the message field to display the keyboard. Answering an Agent s Help Request Active agents can request help from within the Five9 Agent Application by clicking on Help in their window header. Agents working in an integration also use the Help button in their user interface. In the Five9 Supervisor for ipad App, you will see the request as a notification indicator or as a pop-up. If you are looking at the Agent Card or Agent Grid, you will see the request as a pop-up: 12
If you are looking at a screen other than the Agent Cards or Agent Grid, or have otherwise missed the request pop-up, you will see that you have a Chat notification. The notification icon appears on the Chat menu item if the menu is open and on the menu itself: Click Chat to open the chat window and respond: Send a broadcast message to selected agents or to all agents by tapping on the compose icon in upper right corner the window header of the Chat screen. Tap in the message field to display the keyboard. 13
Viewing Agent Statistics and Skill Group Queues Touch on the Statistics icon to view the agent statistics. In this Statistics view, you can toggle between Agent Statistics and Automated Call Distribution (ACD) Status. The ACD view displays the skill group queue status. Viewing Campaign States and Statistics Tap the Campaign States icon in the navigation bar to view information about your campaigns. The display opens with the Campaign States view showing all of your defined campaigns. Use the view toggle to switch to the campaign statistics view. You can choose between different views: Campaign States (returns to the default display showing all Campaign States) Inbound Campaign Statistics Outbound Campaign Statistics Autodial Campaign Statistics Starting and Stopping Campaigns Tap the name of the campaign to display the Campaign Actions panel. From the pop-up panel, you can start, stop, or reset the campaign. 14
Troubleshooting Check Your App Version During a call with Five9 Customer Success you might be asked for the software version you are running. Verify the version you are running by tapping About from the Tools menu. Depending on the situation, you might need to upgrade your software to a newer version. App Hung Up? Try restarting the App. Log out from the tools menu and tap on the Five9 Supervisor icon to log in again. Cannot Log In? If you receive a message that says, The Maximum mobile supervisor count has been reached, it indicates that all of your available mobile supervisor licenses are currently in use. Contact your Five9 Account Representative if you need to arrange for more licenses. Capture a Log File If you ve contacted Five9 Customer Success and they ve asked you to send a log file, download a log capture utility. 1. On your computer, access www.apple.com to download the iphone Configuration Utility to your computer. For Windows platforms: http://support.apple.com/kb/dl1466 For Mac: http://support.apple.com/kb/dl1465 2. On the ipad, force the Five9 Supervisor App for ipad to terminate. ios 7: Double click the home button, then swipe the Supervisor app window up to close. 3. Open your Settings app and find the Supervisor app settings. Enable the Enhanced Logging toggle. 4. Plug your ipad device into your computer with the iphone Configuration Utility running. Run the Supervisor app and reproduce the problem. You should see the app logging messages. 5. Choose the Save Console As option to save the logs. 6. Forward the logs to Five9 Customer Success as instructed by your Five9 contact. Copyright Five9, Inc., 2014 15
Cloud Contact Center Software About Five9 Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to more than 1,800 customers worldwide and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations of every size transition from premise-based software to the cloud. With unparalleled expertise, technology, and ecosystem of partners, Five9 helps businesses take advantage of secure, reliable, scalable cloud contact center software to create exceptional customer experiences, increase agent productivity, and deliver tangible business results. For more information visit www.five9.com. 4000 Executive Parkway, Suite 400 San Ramon, CA 94583 925.201.2000 www.five9.com 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 2013 Five9, Inc.