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Cloud Contact Center Software Five9 and the Five9 logo are registered trademark

Cloud Contact Center Software Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands 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 © 2019 Five9, Inc. Five9 Virtual Contact Center Supervisor Plus User’s Guide October 2019 The Five9 Supervisor Plus application enables you to monitor and control activities of the VCC, view statistics, generate reports, listen to calls, manipulate campaigns, and communicate with other users. 2 Supervisor Plus User’s Guide About Five9 Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise‐based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit www.five9.com. Trademarks Five9® Five9 Logo Five9® SoCoCare™ Five9® Connect™ 3 Supervisor Plus User’s Guide Contents What’s New.................................................................................4 Chapter 1 Using the Supervisor Plus Application ................................................1 Accessing the Supervisor Plus Application ....................................................... 1 Logging Into the Supervisor Plus Station ......................................................... 2 Softphone Automatic Update ................................................................. 5 Installing the Five9 Softphone Extension ................................................... 5 Installing the Five9 Softphone ................................................................ 6 Logging into Multiple Plus Applications Concurrently..................................... 8 Logging Out of the Supervisor Plus Application ............................................ 9 Accessing Your Application During Maintenance................................................ 9 Notifications for Domains Enabled with Geographical Redundancy ...................10 Management Functions Unavailable During Maintenance ...............................11 Statistics During Maintenance Mode ........................................................11 Useful Terms for Supervisors .....................................................................12 Chapter 2 Customizing Your Application ........................................................ 14 Navigating the Supervisor Plus Interface .......................................................14 Navigating Data and Detail Tables ...............................................................17 Customizing Your Interface Views ...............................................................18 Setting General Preferences .................................................................18 Panel Controls..................................................................................18 Configuring Table Display Settings..........................................................18 Sorting Multiple Columns .....................................................................19 Configuring Your Table View.................................................................19 Configuring View and Filter Options ........................................................23 Selecting a Time Range for Outbound Campaign Manager .........................23 Selecting a Rolling Period for Outbound Campaign Manager ......................24 Selecting Queues to View................................................................24 Selecting Agent Groups for Monitoring ................................................25 Saving Your Preset Filters View.........................................................26 Changing Preset Filter Views............................................................27 Filtering Data Within Columns...............................................................27 Creating and Customizing Alerts .................................................................28 Creating Alerts .................................................................................28 Receiving Alert Notifications ................................................................33 Displaying Fields in Your Station .................................................................33 Creating Custom Views ............................................................................34 Contents 4 Supervisor Plus User’s Guide Chapter 3 Monitoring Agents....................................................................... 40 Configuring the Agents Tab .......................................................................40 Agent State Table ..................................................................................40 Viewing the Agent Voice Interaction Status ...............................................41 Viewing Agent Reason Codes for Not Ready State........................................41 Monitoring Agent Activity .........................................................................42 Session History ............................................................................43 Reminders Tab ............................................................................43 Parked Calls Tab ..........................................................................44 Voicemail Tab .............................................................................45 Skills Detail View .........................................................................45 Viewing Agent Voice Statistics ...................................................................46 Customizing the Agent Display Fields ...........................................................47 Agent State Monitoring Fields...........................................................47 Agent Statistics Monitoring Fields......................................................49 Viewing Session History............................................................................53 Supervising Reminders .............................................................................54 Accessing Agent Reminders ..................................................................54 Moving a Reminder to Another Agent.......................................................55 Saving Reminders ..............................................................................55 Supervising Parked Calls...........................................................................56 Supervising Voicemail..............................................................................56 Enabling Call Recordings .....................................................................57 Accessing Voice Mail ..........................................................................57 Changing the Agent’s Voice Mail State .....................................................58 Supervising Recordings.............................................................................58 Sending Test Calls to an Agent ...................................................................59 Responding to Agent Help Requests .............................................................60 Handling Help Requests.......................................................................61 Viewing Message Requests ...................................................................61 Monitoring and Coaching Agents .................................................................61 Monitoring an Agent...........................................................................62 Monitoring From the Actions Menu.....................................................62 One-Click Monitoring .....................................................................63 Ending Your Monitoring Session..............................................................64 Chapter 7 Monitoring Your ACD Queue Status.................................................. 65 Configuring the ACD Queues ......................................................................65 ACD Queue Details View...........................................................................66 Send Test Call to Queue ......................................................................67 Send a Test Call to a Single Queue .........................................................67 Send a Test Call to Many Queues............................................................67 Sending a Test Call to a Skill Group ........................................................68 Customizing the Display Fields for Calls ........................................................69 Contents 5 Supervisor Plus User’s Guide Chapter 5 Monitoring Campaigns .................................................................. 72 Configuring the Campaigns Tab ..................................................................72 Viewing Campaign Information...................................................................72 Campaign State Table.........................................................................73 Campaign State Table.........................................................................73 Outbound Campaign Manager Table ........................................................73 Displaying Campaign Details ............................................................74 Displaying Campaign Progress over Time .............................................75 Campaign Statistics Table....................................................................75 Customizing Your Campaign Display .............................................................76 Campaign State Fields ........................................................................77 Outbound Campaign Manager List Fields...................................................78 Campaign Statistics Fields....................................................................79 Managing Campaigns ...............................................................................82 Using the Campaign Actions Menu ...............................................................83 Chapter 6 Monitoring Users ........................................................................ 85 Configuring the Users Tab.........................................................................85 Users Panel Column Customization ..............................................................85 Active Users Sessions Fields.......................................................................86 Chapter 7 Monitoring Stations ..................................................................... 87 Configuring the Stations Tab......................................................................87 Stations Panel Column Customization...........................................................87 Stations Fields.......................................................................................88 Chapter 8 Maintaining Compliance Data in Chat and Email Interactions.................. 89 Accessing Compliance Data .......................................................................89 Populating Your Search Criteria .............................................................90 Identifying Your Search Results .............................................................93 Exporting or Deleting Interaction Data..........................................................94 Exporting Transactions........................................................................94 Checking the Status of Your Request .......................................................96 6 Supervisor Plus User’s Guide Chapter 3 What’s New This table lists the changes made in the last releases of this document: Release Changes October 2019 • Removed unsupported widget types. Sep 2019 • Added softphone requirement to randomly monitor agents in campaigns. June 2019 • Added ability to paste hex color values into Alerts color selector. • Added Navigating Data and Detail Tables. • Added ability to drag columns beyond the viewable display. • Added Global Filter Save options. • Updated Alert triggers to allow string value triggers for Equals/Does Not Equal. • Added automatically pause Listen Mode for monitoring between active calls. • Updated Accessing Your Application During Maintenance. • Added Responding to Agent Help Requests. • Added WebRTC as a real‐time communication station connection option. • Clarified assigned interactions in Agent Statistics Monitoring Fields. • Corrected calculation definition for Voice Utilization. October 2018 • Added additional alert criteria conditions and setting options. • Added language localization options to Supervisor settings. • Updated widget options in Creating Custom Views. • Added broadcast messaging options for agent groups and skills. • Added new move and export buttons for reminders in Agent Details view. • Added One‐Click Monitoring. • Added Sorting Multiple Columns. • Added Softphone Automatic Update. • Added Installing the Five9 Softphone Extension. • Updated filter view save requirement in Saving Your Preset Filters View. • Updated Creating and Customizing Alerts. What’s New 7 Agent Desktop Plus User’s Guide August 2018 • Added new omnichannel fields to ACD Status monitoring fields. • Added new omnichannel fields to Agent Statistics monitoring fields. • Added new omnichannel monitoring fields to Campaign Statistics Fields. • Added instant messaging options. • Added ata column customization. • Added information about language localization. • Updated detail about Agents on Chat statistic calculation. July 2018 • Updated information and graphic for Displaying Campaign Progress over Time. Release Changes 8 Supervisor Plus User’s Guide Chapter 1 Using the Supervisor Plus Application 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 your role, you can 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, 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. Accessing the Supervisor Plus Application Accessing Your Application During Maintenance Useful Terms for Supervisors Accessing the Supervisor Plus Application Logging Into the Supervisor Plus Station Installing the Five9 Softphone Extension Installing the Five9 Softphone Logging into Multiple Plus Applications Concurrently Logging Out of the Supervisor Plus Application language localization Your application may be displayed in one of these languages according to the selection made by your administrator: English, French Canadian, French, Spanish, Brazilian Portuguese, and German. Important Before logging into a PSTN station or forwarding calls between sessions, be sure that you have permission from you administrator because you may incur high long‐distance fees. Using the Supervisor Plus Application Logging Into the Supervisor Plus Station 9 Supervisor Plus User’s Guide Logging Into the Supervisor Plus Station Logging in to your Supervisor application involves a combination of credential authentication and softphone station check. After entering your login credentials, you are prompted for a station ID and a station type. 1 Log in to your Five9 account. Under Supervisor, click Web. 2 There are five station types available in Five9: – Softphone: A softphone station uses a VOIP connection assigned to a specific station ID and enables you to monitor and call agents. – WebRTC: Enables you to connect for real‐time communications using simple APIs. – Public Switched Telephone Network (PSTN): Enables you to use a direct dial ten‐digit phone number. Use this option only to monitor agents. – Gateway: A gateway station enables you to log in but not monitor agent calls unless you select a station ID. – None: A None station type enables connection to the Supervisor Plus application without a voice connection. If uploads/Finance/ supervisor-guide.pdf