In the first part of our series on the Five9’s (News - Alert) Cloud Call Center solution, we took an overview of the solution. Then, in part two, we examined Five9’s interface from a disposition point of view.

In this, the third part of the series, we’ll see some of the features of the interface from a supervisor and agent point of view.

In the supervisor application, supervisors can access real-time reporting features, allowing them to see who is logged in and look at information over a range of dates. The report refreshes constantly, so supervisors can see when agents are on break, etc. The supervisor can also configure alerts, adding them in a dropdown menu. When a call comes in, it generates a color-coded alert, which can be sent as e-mails or SMS as well.

Supervisors can also manage inbound and outbound campaigns, starting new campaigns and getting information on existing ones.

As for the agents, they have a host of features as their disposal as well. They can access data from a contact management system, automatically populating fields in their scripts. The solution can also integrate CRM solutions right into the interface without the need to go outside of it.

It creates screen pops right in the window, and all of the contact information is easy to manage.

Agents can transfer calls and easily filter them. They can start worksheets, create user interfaces with branching logic, record or pause a call and add comments to set a disposition. With outbound calls, agents can schedule callbacks that function like Outlook reminders, chat with other agents if they need questions answered, and set dispositions. 

They can access call histories and record notes for follow ups.

All in all, these functions are easy to use yet quite robust. Join us soon for the fourth and final installment in this series!