Five9 - Zendesk Workspace Overview

This section describes the basic features of your adapter workspace.

1. Processing Missed Calls

2. Processing Voicemail Messages

3. Managing Reminders and Callbacks

4. Sending and Receiving Instant Messages

5. Adding Numbers to the DNC List

6. Help drop-down menu:

   • Reporting Problems

   • Requesting Assistance

7. Customizing Your Station

8. Telephony status, Setting Audio Devices and Browser Performance Indicator

1. Interaction State Indicator

2. Click the cog to select tiles displayed on the home screen.

3. Processing Calls

4. Average Call Handle Time

5. Handling Email Interactions (for Five9 Digital Engagement customers, the number of Five9 email messages handled)

6. Changing Your Status

7. Monitoring Call Queues

8. Calls Answered

9. Processing Missed Calls

10. Handling Chat Interactions (for Five9 Digital Engagement customers, the number of Five9 chats handled)

Depending on your system configuration, you will see the previous adapter sections arranged vertically or horizontally.

The following example shows the vertical layout. Use the scrollbar to move between the upper and lower sections of the adapter workspace.

The following example shows the horizontal layout.

Your administrator has set a default layout, but you can modify it by using Override default adapter size in the General Tab of the Settings window.

Note: If the Agent Assist application is enabled for your domain, your workspace also includes an Agent Assist window. The window displays call guidance, the call transcript, and real-time call summary information. For more information about Agent Assist, see Agent Assist User's Guide.