Five9 - Using Reports

Reports and dashboards enable you to monitor statistics so that you can assess the performance of your campaigns and agents for all channels against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Reports provide an historical view whereas dashboard widgets display real-time data. To access and use reports and dashboards, you must have the Reporting role with at least one reporting permission. In your VCC home page, open Dashboard & Reports and choose a function.

• Standard Reports
• Custom Reports
• Scheduled Reports
• Recent Reports
• Canned Reports
• Social Reports

The Dashboards & Reports submenu leads to the Five9 reporting features described in this guide. The Performance Dashboard submenu leads to an advanced dashboard application. For more information about Performance Dashboard, contact your Five9 representative.

You can set your desired display language using the language menu in the uppermost control bar.

This application supports these languages:

• English

• French (Canada)

• French (France)

• Spanish

• German

• Japanese

• Polish

• Brazilian Portuguese

• Dutch

• Norwegian

• Swedish

• Danish

• Finnish

You can run standard voice and multi-channel reports to obtain typical reporting information, and you can create custom reports in which you specify the data that you need, for example:

• Agent statistics for information about productivity based on their start date.
• Calls log of and call segments of inbound or outbound campaigns.
• Email, chat, and social reports by disposition.

You can manage your reports completely:

• Schedule reports to be run at specified times.
• Save custom private reports for your eyes only or shared with your reporting users.
• Download reports in many formats, or send reports by FTP to one or more email addresses.
• Create a report archive or import data in your database.
• Export contacts from reports to a new list and append them to or remove them from an existing list.