Supervisor Guide

Cloud Contact Center
Software
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.
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.

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™
2 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
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
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
What’s New
Chapter 3
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
Release Changes
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.
7 Agent Desktop 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
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.
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.
Using the Supervisor Plus Application Logging Into the Supervisor Plus Station
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.
Note Station numbers (IDs) are assigned by Five9. Your administrator assigns
to each agent a station number in the contact center. You can view a list of the
station IDs available in your domain using the Stations tab. Softphone IDs are
used for a headset connected to your PC.
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 automatic login is enabled, the login window does not appear. If you do not
need to monitor agent calls, you can leave the station ID blank and select either
Gateway or None for station type. However, if you log in without a station ID, the
Restart Station option is not available.
3 Click Next.
4 If you logged into softphone, WebRTC, or PSTN, you hear 3 tones. Click Next. If
not, click Restart Station.
If you have selected WebRTC a confirmation of your WebRTC connection is
displayed as a red dot in your application tab.
WebRTC
If you have selected Gateway, enter your station address, click Yes to connect to
the station and click Next.
After logging in, if you have softphone problems, restart your station by using the
Connection icon in your Status Bar.
You should hear 3 tones on your headset, indicating a successful connection to
the Five9 VCC.
Softphone Automatic Update

A softphone in default mode will update automatically when no active calls are in the
environment. A softphone in Virtual Desktop Infrastructure (VDI) mode remains
compatible with Five9 softphone update, but customers should schedule a manual
update in the near future.
Installing the Five9 Softphone Extension

If your workstation requires the Five9 softphone and the Five9 softphone browser
extension, you are prompted to complete these installations before you can log in to the
application.
To install the Five9 Softphone Extension for Chrome, follow these steps:
1 Click Install Five9 Browser Extension.
2 From within the Chrome Store, click Add to Chrome.
3 Return to the Station Check and click Refresh.
4 Install the Five9 Softphone.
Installing the Five9 Softphone

To download and install the Five9 Softphone, follow these steps:
1 Click Download and Install Five9 Softphone.
3 If the installer does not open automatically, open Five9SoftPhoneService.msi
from your downloads directory.
Note Your installation options may vary with your VCC permission settings.
4 Install to:
– Your User file structure (typically C:\Users\...). To install into your user file
structure, select no additional options.
– Install to system space (typically the root directory, or C:\...). To install to
system space, check the box beside the Install to system space option.
– Install as VDI proxy. To install as VDI proxy, place a check in the box beside the
Install as VDI proxy option.
5 Click Next.
6 Click Finish.
Logging into Multiple Plus Applications Concurrently

Five9 supports using Google Chrome’s Profile Switcher to access multiple domains and
Plus applications simultaneously, such as Agent Desktop Plus and Supervisor Plus, with
the following restrictions:
• You must use the same browser for both Plus application instances.
• Each application must share a browser session while existing in a unique browser
tab. If you log in with different browsers, such as Agent Desktop Plus opened in
Chrome and Supervisor Plus opened in Firefox, you see the following message.
• When you log out of either session, you return to the login page for each session.
For example, if you are logged in as Supervisor and Agent, and you log out of the
Agent application, your user is also logged out of the Supervisor Plus application.
At the login page, you can choose your application.
Using the Supervisor Plus Application Accessing Your Application During Maintenance
• If you attempt to log in, while currently logged into ADP, you see the following
message.
Logging Out of the Supervisor Plus Application

To log out of Supervisor Plus, select Log Out from the menu in the upper right corner of
your application.
Accessing Your Application During Maintenance

If your company uses Five9 Geographic Redundancy and you are logged into your Five9
application when maintenance is required or an outage occurs, you see notices during
the maintenance process. Five9 may move your domain to a backup server during
managed maintenance (MM) or Managed Geographical Redundancy (MGR) when
operational issues are encountered. For more information about geographic redundancy,
contact your Five9 representative.
Important Five9 does not recommend utilizing dual roles (same user
credentials logged in as both Supervisor and agent) during maintenance or
MGR, problems are likely to occur.
Notifications for Domains Enabled with Geographical Redundancy
Management Functions Unavailable During Maintenance
Statistics During Maintenance Mode
Notifications for Domains Enabled with Geographical

Redundancy
A maintenance notification is given before any managed maintenance or managed
geographical redundancy or managed maintenance move.
A countdown timer displays in your header once you dismiss the maintenance mode
notification.
You have visibility to only those agents that are in your same data center. You may choose
to switch data centers to monitor your agents. To switch data centers, click the
countdown timer in the application header.
Agents on an active call are allowed to finish that call and assign a disposition. Upon
completion of the current interaction they are connected to the new data center. Visual
and audible connection details verify a successful reconnection.
Users are notified when maintenance has begun:
Users are notified when the switchover to the backup data center is complete:
Applications restart automatically and agents using a softphone hear three connection
tones to confirm that a connection is established.
Management Functions Unavailable During

Maintenance
The following actions are not available during maintenance:
• Campaign actions: Start, stop, force stop, and reset.
• Reset actions: Campaign, list position, disposition, abandon call rate.
• Agent monitoring: Stop or start monitoring.
• Test call to an agent.
• Alert setting view preference.
Statistics During Maintenance Mode

You receive statistics from your current host. Supervisors logged in on their primary host
during switchover receive statistics from the statistics manager running on that host. No
activity from the maintenance host is reported. Agents logged in to the maintenance host
appear as Logged Out. Similarly, supervisors logged in on maintenance host receive no
statistics from the primary host.
Using the Supervisor Plus Application Useful Terms for Supervisors
Useful Terms for Supervisors
Term Description
ACD Automatic Call Distributor: telephone facility that manages
incoming calls based on the number called and an associated
database of instructions.
ANI Automatic Number Identification: telephone number that
appears on caller ID displays. All outbound calls use the default
ANI set in the Five9 Administrator application.
Call list File that contains your dialing list or contact list. It must be
formatted into rows and columns and saved as comma,
semicolon, or colon delimited. Comma delimited or CSV is the
most common format. For outbound telemarketing your list
must be scrubbed against the proper state or national Do Not
Call lists. A supplier, such as Contact Center Compliance, can
provide these services.
Campaign script Script contains the text that agents use when handling a call.
The script should be in HTML format.
Campaign worksheet Form or list of questions that agents complete during a call.
Answers are stored i and are accessible in reports.
Concurrent agents Number of agents that can log in at the same time. Each license
provides one agent login. Administrators and supervisors are
not included in the count.
Custom greeting Greeting played to inbound callers. Greetings or prompts must
be in one of these formats: WAV PCM 11 kHz, 16 bit, mono VOX
U‐Law 8 kHz, 8 bit, mono.
DNIS Direct Number Identification Service. For inbound campaigns
DNIS is the number assigned to the campaign. It is the number
that contacts call.
Do not call list (DNC) Database of do‐not‐call numbers in your Five9 domain. Initially
your local Five9 DNC list is empty. The list is populated by
importing a list of numbers or by using a disposition with the
Add to DNC flag. For additional information on the Do Not Call
Legislation, visit https://telemarketing.donotcall.gov.
Using the Supervisor Plus Application Useful Terms for Supervisors
Term Description
Domain Your secure area of the Five9 VCC. Your users are identified by
your domain name. Provide your domain name when contacting
Five9 Customer Support.
Extension numbers Used for routing inbound calls to agents. Although extensions
are used only for inbound campaigns, every user account must
have one. The system automatically assigns an extension when
you create a user. You can change the number to any four digits.
Chapter 2
Customizing Your Application
Navigating the Supervisor Plus Interface

Your Supervisor Plus interface is designed to enhance your available information and
present this information to you in a way that you find most useful. To that end, you have
a vast array of customization options available.
U
Header Bar User Settings, Logout
View Tabs Alerts Messages Help Menu Full Screen
Filters
Information Tables
Status Bar
The Supervisor Plus interface is divided into these sections:
• Header Bar: Display for application and User identification and settings, and Help
menu access.
• Tabs: Functional sections of the Supervisor Plus application enable statistic view
of agent and campaign activity Enables you to manage and control the various
aspects of your contact center activity.
Customizing Your Application Navigating the Supervisor Plus Interface
• Alerts: View or create condition activity alerts. See Creating and Customizing
Alerts.
• Messages: View or create instant messages with users, skills, or agent groups.
– You can use the New message option to message individual users.
instant messaging options
Check to select
Check to select
Status:
Not Ready
User Role
Ready
Not Available
– You can use the New Broadcast option to send messages to agents, agent
groups, or skills.
broadcast messaging
Customizing Your Application Navigating the Supervisor Plus Interface
• Help Menu: Enables access to the Supervisor Plus User’s Guide, Five9 Customer
Portal, and application build information.
• Information Panels: Grid view sub‐divided into functional panes displaying
specific content.
• Filters: Enables filter definition for: Time Range, Campaign Period, Skills and
Agent Groups.
• Status Bar: The Status Bar is located at the bottom of the application window. It
contains the following sections:
– Domain Name: Your VCC domain.
– Message Tray: Concise view of broadcast messages sent to the users in your
VCC if applicable.
– Filters: Controls display of Current User, Skill, and Agent Group filters set
using the global filters configuration.
‐ Filters: Preset filter definition name.
‐ Time Range: Time range for the current view. This range applies to most
dynamic statistics, except for those in the Outbound Campaign Manager
panel.
‐ Campaign Period: Rolling time period for the Outbound Campaign
Manager panel.
‐ Skills: ACD Skills displayed in the current view.
‐ Agent Groups: Agent Groups displayed in the current view.
– Softphone: Displays the status of your softphone connection (if applicable). A
green check indicates connection, a broken connection icon (shown as
two separate connectors) indicates you are not connected. Output and
microphone volume settings are active softphone controls.
– Range: Time range for the current view. This time range applies to most
dynamic statistics, except for those in the Outbound Campaign Manager
panel.
– Campaign Manager Rolling Period: Rolling time period for the Outbound
Campaign Manager panel.
– Filters: Current User and Agent filters defined through the Filters button,
located at the right side of the Tabs Bar.
– Connection Status: Your connection to the VCC. Grayed icons indicate you are
not connected.
– Date and Time: Time zone setting and current, local date and time
information is displayed.
Customizing Your Application Navigating Data and Detail Tables
Navigating Data and Detail Tables

Each tab contains one or more display tables. The Agents tab, shown below, contains
both the Agent State and Agent Statistic display tables. Each detail table is designed to
shrink in height as necessary to display only active rows.
You can drill down on any hyperlinked value in a display table to reach that detail table. In
example, the graphic below shows an Agent Detail table after clicking that agent’s name.
You can navigate to additional detail tables using your keyboard cursor keys.
Customizing Your Application Customizing Your Interface Views
Customizing Your Interface Views

Setting General Preferences
Configuring View and Filter Options
Filtering Data Within Columns
Creating and Customizing Alerts
Setting General Preferences

To define the display language and parameters of your shift, such as time zone and start
time, click your user name, and click the Settings cog shown below the User name.
Panel Controls
Panel controls, located in the upper, right corner of each tab, enable search, display, and
field customization of that panel. The column specific search enables a text search within
any given column.
Configuring Table Display Settings

You can resize, sort, and change column order by clicking the column labels.
You toggle the sort order of any column from ascending to descending by clicking the
arrow at the right side of the column label.
Sorting Multiple Columns

You can sort your table view by up to five columns. To select columns, use Ctrl + left
mouse click for Windows, Option + left click for Mac computers. The grid view shows the
first sorted column in blue, position, and sort order. To reverse the sort order of any
selected column, press Ctrl + left click in the column header.
You can select up to five columns. If you select an additional column for sorting the last
column is replaced. You can also select multiple columns for sorting in the table settings
panel.
Configuring Your Table View

You can configure each table to show data in your most easily viewable and relevant
display. You can click and drag columns to set your ideal display, even dragging columns
beyond the currently viewable fields. To view or edit your table settings, click the Settings
icon at the upper, right corner of any table.
ability to drag columns beyond the viewable display
Table can display data in three sizes, referred to as Table Height.
• Minimized: Table is hidden.
• Medium: Table displays up to 10 rows of data.
• Maximized: Table displays up to 50 rows of data.
Sort ascending/descending
Click to remove
Click to add up to 5 columns
You can Freeze Columns in the table, for both left‐most and right‐most columns, to
eliminate columns from scrolling as you view the data.
You can sort up to five data columns in either ascending or descending order. To add
additional column to your sort order, click Sort By Another Column. After the maximum
of five columns is reached, button is removed. To reverse the sort order, click the
ascending/descending icon to reverse the order.
If you have permission, you can select the columns that are displayed with the column
selection check boxes. The columns are displayed in either alphabetical order or as they
are displayed in the table.
You can filter, rename, or reorder columns.
Filter: not applicable to all data columns
Rename
Reorder
ata column customization
options
Application Language Display language setting:
language localization options
• English
• French
• French (CA)
• German
• Portuguese (BR)
• Spanish
Important: If you are logged in to Agent Desktop Plus and
Supervisor Plus in the same browser, the language selection
affects both applications.
Start of Shift Start time for your work shift.
Time Zone Time zone for the Start of Shift selection.
Time Format 24‐hour or 12‐hour time format.
Data Density in Tables Controls the density of the data displayed in your tables.
• Comfortable (more spacing)
• Compact (more rows)
• Tight (most rows)
Configuring View and Filter Options

Your application provides contact center statistics to monitor agents, campaigns, and skill
queues in real time. You can customize the information that appears by selecting your
filters.
Selecting a Time Range for Outbound Campaign Manager
Selecting a Rolling Period for Outbound Campaign Manager
Selecting Queues to View
Selecting Agent Groups for Monitoring
Saving Your Preset Filters View
Selecting a Time Range for Outbound Campaign Manager

To define your preferences, follow these steps.
Time Range options
1 Select Global Filters > Adjust filters.
Saved
Filter
Presets
The filter options are shown.
Important Time range statistics for omnichannel interactions may include
some transaction counts attributable to the prior day. As agents log in for
the new day the statistical count is reset. You may see inaccurate
omnichannel interaction statistics until these agent logins occur.
2 Select one of the options:
– Hour: Last 60 minutes advancing by minute.
– Day: Current day from midnight.
– Week: Current week starts Sunday at midnight.
– Month: Current month starts from the first day of the month at 12AM.
– Lifetime: All statistics for agents or campaigns.
– Shift: Current shift defined in the Settings menu.
Selecting a Rolling Period for Outbound Campaign Manager

Use this feature to filter data by time interval within the day, such as one hour or other
common time periods. The range is applied to outbound campaign manager statistics.
Selecting Queues to View

You can select the queues displayed in your view by using the Skills menu.
Note Queues shown in Skills menu may be limited by your permissions. Contact
your administrator if you cannot see all queues.
1 Click Skills.
2 Choose the queues you want to monitor.
– My Skills: Queues that are assigned to you.
– All Skills: Queues in your contact center.
– Individual selection: Enables you to select the queues.
Selecting Agent Groups for Monitoring

You can select the agent groups displayed in your view by using the Agent Groups menu.
Note Agent groups displayed may be limited by your permissions. Contact your
administrator if you cannot see all agent groups.
1 Click Agent Groups.
2 Choose the agent groups that you want to monitor.
– My Groups: All agent groups in which you are a member.
– All Groups: All agent groups defined in your contact center.
– Individual selection: Enables selection of agent groups.
Saving Your Preset Filters View

You must save your filter definition by using the Save Preset option in the upper right
corner of the Filters display to use the new filter view.
1 Click Save Preset.
2 Enter a name for this filter configuration.
3 Click Save.
Changing Preset Filter Views

When you change an existing preset filter view you are presented with options to Save
As, Rename, Delete, or Save and Apply.
Global Filter Save options
If Hide or Close is clicked before your changes are saved and applied, the following
message is shown.
Filtering Data Within Columns

You can filter specific columns in the Agent information tables to display only relevant
information. The Agent State table, for example, has filterable columns that include:
State, Call Type, and Media Availability. To filter the field values displayed within an
individual column, click the filter icon in the column heading.
Customizing Your Application Creating and Customizing Alerts
Creating and Customizing Alerts

Creating Alerts
Receiving Alert Notifications
Creating Alerts
Alerts function only for columns displayed in your application. If the corresponding
column is displayed, you can configure alerts based on any of the statistics:
• Visual Alert: Items that correspond to the conditions are highlighted by color.
• Audible Alert: Audible signals are played when the specified conditions arise.
Alerts are configured for the selected time interval. If you change the time interval, the
alerts disappear. This is an important point because the alert configured with a value for
the current hour may not be appropriate for the current month or lifetime statistics. For
example, if you set an alert for Abandon Calls with a value appropriate for the current
day, changing the view to the current month may inaccurately trigger the alert.
To create alert notifications, click the Alerts icon in the upper right corner.
To create an alert, click New Alert.
1 Click Add.
The default alert for ACD Status: Active Agents is added.
a To add other possible alerts, click the Statistic menu.
This menu shows the options for the Agent Statistics category. Additional
categories are available in the Category menu.
Alerts skills definition
b Select the desired statistic to populate the Statistic box.
2 To select or enter values in the other columns, click the value in that column.
Column Description
Alert Title Name of alert.
Category Statistical category for alert.
Skill, Agent, Skill(s), agent(s) or campaign(s) selected for evaluation or
or comparison.
Campaign Default for new alert is all skills/agents/campaigns selected.
Statistic Statistic used to define alert.
Comparison Possible values: Less Than, More Than, Equal To, Not Equal To.
Column Description
Value Threshold value. The type of value depends on the selected field,
such as number of times or time in hh:mm:ss.
Percent If percentage is available for the statistic, enter a percentage.
Color Red is the default. You can define any hex color value. You can paste
hex color values into the color selector.
paste hex color values into Alerts color selector
Notification Control to select On or Off for audio alerts.
Sound Control to choose a specific sound.
Alert criteria may be combined to create multi‐condition alerts.
additional alert criteria conditions and setting options
Example Available Agents: If no agents are available (Agents in Call Queue), you can
set an alert as follows:
– Category: ACD Status
– Statistic: Ready for Calls
– Comparison: Greater than or Equal to, Less than or Equal to, Greater than,
Less than, Equal to, not Equal to. For enumerated values: Contains, Does Not
Contain.
– Value: Trigger for this alert condition. May contain string values that can be
triggered with Contains/Does Not Contain or Equals/Does Not Equal.
Equals/Does Not Equal
– Color: Enabled or Disabled
– Notification & Counter: Enabled or Disabled. When enabled and alert
conditions are met, a notification shows and the alert counter badge in the
relevant tab is increased.
– Sound Alert: Enabled or Disabled. When enabled, audible alert sound
accompanies alert conditions.
– Email Notification: Enabled or Disabled. Multiple email address entries must
be separated by a comma or semicolon.
To create alerts with multiple conditions, click Add Criteria.
3 To set alert preferences, click Alert Settings:
Customizing Your Application Displaying Fields in Your Station
– Play alert sounds.
– Play alerts sounds once when the condition is met for the first time.
– Play alarm files cyclically: While the alert condition is true, repeats the alarm
at the interval selected. Intervals default is 30‐second increments.
Alerts notifications are enabled by default. To disable an alarm, set
Notification off (left) or navigate to Alerts and click Play Alert Sounds to off
(left). Alert settings will be grayed.
Receiving Alert Notifications

Alert Notifications appear as HTML notifications even if you are not focused on your
Supervisor Plus application.
Important You may need to adjust your browser settings to receive audible alerts.
Displaying Fields in Your Station

You can configure each table to display your statistics in the most relevant order.
To expose the table view settings options, click the Settings icon.
Customizing Your Application Creating Custom Views
Set table display height:
Minimized ‐ Column labels only
Medium ‐ Up to 10 rows displayed
Maximized ‐ Up to 500 rows displayed
Lock in place 0 ‐ 3 left‐most columns
Lock in place 0 ‐ 3 right‐most columns
Table Sort: Select the column to sort and
sort in ascending or descending order.
Column selection and sort order: The data
columns available for each table are detailed
in their respective chapters. Sort order is
alphabetic or as displayed in grid.
Creating Custom Views

You can customize your view by creating custom dashboard displays statistics that are
most relevant to your contact center operations. If you hover over widgets you see
tooltips showing the selected statistic, category, and threshold values.
1 Click Add Widget.
2 Choose a display from the following types:
– Pie Chart
– Bar Chart
– Single‐Statistic
– Data Table
unsupported widget types
3 Define the widget display options.
a Title: Title of the widget.
b Widget Type: Choose a display type.
‐ Pie Chart
‐ Bar Chart
‐ Single‐Statistic
‐ Data Table
The option to define a different display type here is convenient for making
changes to a predefined or duplicated widget.
c Width: Measured in blocks, range is 1‐12.
d Height: Measured in blocks, range is 1‐10.
e Actions: Duplicate or Remove the widget.
Trend Line: You can display a trend line when the height is more than 1, and the
statistic is numeric. The trend line shows a miniature line graph that shows the
last 5 values of that statistic. These values persist for the duration of your session.
if you change your global filters, these stored values are reset. You can adjust the
widget period and frequency in the application Settings.
+/‐% Bubble: You can display a +/‐% bubble for numeric statistics when the
height is >1 and the Low or High threshold is enabled. The bubble shows an up
arrow when the High threshold is enabled and the value is above that threshold.
The bubble shows a down arrow when the Low threshold is enabled and the
value is below that threshold. The bubble displays a percent above or below
when the High or Low threshold is enabled.
Threshold Gauge: You can enable a threshold gauge when the height is more
than 1, and the High or Low threshold is enabled and the statistic is numeric. The
threshold gauge displays a notch for the high and low thresholds when these
thresholds are enabled. To assign the thresholds or colors, see Define the widget
Thresholds and Color Scheme.
4 Define the widget data source.
a Category: Select a category for your statistic.
b Statistic: Choose any statistic to display in the widget. For example, from the
ACD Status data source you can choose the metric for Active Agents Logged
In.
c Object: You can choose one object to measure against the selected statistic.
Objects Data Source
Skills • ACD
Agents • Agent State
• Agent Statistics
Campaigns • Campaign State
• Campaign Statistics
• OCM data sources
Legend: Shows data labels and values when selected.
5 Define the widget Thresholds and Color Scheme.
If you set thresholds, you can apply color to the widget when a value is outside
your defined range.
a You can specify high, normal, and low values and colors for these statistic
types:
‐ Disposition
‐ Integer
‐ Duration
‐ Currency
‐ Percentage
Important: You must have the Low or High range enabled to select the
Normal range threshold color. When the value is below the Low threshold
and the Low threshold is disabled, the Normal color displays. When the value
is higher than the High threshold and the High threshold is disabled, the
Normal color displays.
b You can assign colors to the following statistic types:
‐ Agent State
‐ Call Type
‐ Campaign State
‐ Media Availability
6 Click Save.
You may continue adding widgets to complete your view.
You may name, rename, export, or duplicate your custom view.
Chapter 3
Monitoring Agents
Configuring the Agents Tab

The Agents tab gives you two configurable tables for viewing information and statistics of
all agents. You can customize the fields (columns) displayed in each table of the Agents
tab. The Search, Maximize/Minimize, and Settings menu are typically hidden and are
visible only when your cursor is in the table header.
Alerts Messages Help Menu
Search
Maximize/
Minimize
Settings
Agent State Table

The Agent State table lists all users that have Agent role and current status. To view
specific aspects of an agent’s activity, click Full Name & Username.
Monitoring Agents Agent State Table
Viewing the Agent Voice Interaction Status

To run your campaigns efficiently, you should know how many agents are assigned to
your VCC, the current status of each agent, and the running campaigns.
Click a column heading to sort the list according to that column name. For example, if you
click on the State column, the list will be sorted alphabetically according to the status of
the agents: Logged Out, On Break, Ready, etc.
When you click a column heading, a small arrow appears. When the arrow points
downward, the list is sorted alphabetically A to Z or numerically low to high. By clicking
the heading again, the arrow is inverted, and the list is sorted in reverse order.
Viewing Agent Reason Codes for Not Ready State

When agents select a Not Ready code, the Agent State display changes with the reason
code. The display also shows the duration that the agent spends in that state. If the agent
changes the reason code, the Reason Duration timer is reset to zero (0). You can filter the
reason codes displayed to refine your list. See Filtering Data Within Columns.
Monitoring Agents Monitoring Agent Activity
Agent state duration and reason codes are also available in the Agent Status Grid widget
of the Dashboards and Reports Application. See Five9 Dashboards and Reporting User’s
Guide.
Monitoring Agent Activity

To view the specific aspects of any agent’s activity in the Interactions view, click that
agent’s Full Name & Username.
You can view or edit agent queue assignments, send test calls, toggle the voicemail ready
state, and record all calls this session using the drop‐down list in the upper right corner of
the Interactions view.
Note You cannot edit individual agent queues for agents associated with a user
profile.
The Interactions view contains four tabs of detailed interaction information.
Session History
The Session History tab contains detailed information about interactions during this
session.
Reminders Tab
The agent reminders tab enables you to view, move, or export agent reminders. To select
reminders to move to another agent or export as CSV, click Select and use the selection
boxes that appear. The selection items in the header appear when your mouse is in the
header bar. To move or export reminders individually, use the Actions column buttons,
locked at the far right column position for each row.
move and export buttons
A confirmation message appears.
Parked Calls Tab

The Parked Calls tab enables you to view any calls parked by an agent.
Voicemail Tab
The agent voicemail tab enables you to view, play, move, or delete agent voicemail
messages. A blue dot indicates a new voicemail message. To refresh the table view, click
the Refresh icon above the voicemail table. The selection options display when your
mouse is in the table header and in the Actions column.
To select multiple voicemail messages for action, follow these steps:
1 To move or delete, click Select, located at the upper right of the voicemail table.
2 Use selection boxes in the leftmost column to select voicemail messages.
3 Click Move or Delete above the voicemail table.
Skills Detail View

You can add, remove, and edit the levels of queues in the Skills Detail View. To access the
Skills Detail view, click Actions from the Agent tab, or Agent Detail menu.
Monitoring Agents Viewing Agent Voice Statistics
Note You cannot change queues for agents associated with a user profile.
Viewing Agent Voice Statistics

Agent Statistics enable you to see the efficiency of each agent. The list is generated with
data from your settings in Selecting a Time Range for Outbound Campaign Manager. For
example, you can show how many calls the agent has handled, the long distance charges
incurred, and the time spent wrapping up calls or on breaks.
Monitoring Agents Customizing the Agent Display Fields
You can determine how the list is sorted by clicking a column heading. For example, to
sort the list according to toll charges, click Call Charges. The downward pointing arrow
indicates that the column is sorted in ascending order. To sort and display in descending
order, click the column header again.
Customizing the Agent Display Fields

You can customize the columns displayed for each section of the Agents in the View >
Show Fields menu.
Agent State Monitoring Fields
Agent Statistics Monitoring Fields
Agent State Monitoring Fields
Name Description
Agent State Current agent state.
Name Description
Actions Actions menu.
ACW Duration After call work (ACW) duration.
ACW Since A date‐time stamp indicating when current ACW state began.
Available For Channel(s) for which an agent may be assigned additional
Available For
interactions.
Avatar User image, if assigned in VCC Administrator application.
Call Type Call type. This column may be filtered to display only relevant call
types.
Campaign Campaign that delivered the interaction.
Campaign Name The campaign that delivered the call.
Case CAP Case interaction capacity. Shows the percentage of assigned case
Case CAP
interactions divided by the number of allowed case interactions.
Displayed as a percentage.
Case WL Case workload. Shows the ratio of assigned case interactions to
Case WL
allowed case interactions. Displayed as a fraction.
Chat CAP Chat interaction capacity. Shows the percentage of assigned chat
Chat CAP
interactions divided by the number of allowed chat interactions.
Important Video statistics may affect chat availability; only
one chat interaction is allowed when video channel is enabled.
Chat WL Chat workload. Shows the ratio of assigned chat interactions to
Chat WL
allowed chat interactions. Displayed as a fraction.
Current State • For agent unavailable or logged out column shows a dash (‐).
Current State statistic
• For not ready agents the column shows Not Ready.
• For ready agents the column shows media type: Voice, Chat,
or Text.
• When an agent status is pending the column appends the
status with Pending.
You can filter this column for: Ready, Not Ready, and Logged Out
agent states.
Customer First and last name of the contact, if the Contact record was
found.
Email Agent email address link that may be used to address an email.
Name Description
Email CAP Email interaction capacity. Shows the percentage of assigned
Email CAP
email interactions divided by the number of allowed email
interactions. Displayed as a percentage.
Email WL Email workload. Shows the ratio of assigned email interactions to
Email WL
allowed email interactions. Displayed as a fraction.
Enabled For Shows media channels enabled for an agent.
Enabled For
Full Name Agent’s name.
Full Name & Username Concatenated agent’s name and user name.
Logged Out Duration Logout duration displayed in HH:MM:SS format.
Logged Out Since Date‐time stamp indicating when agent logout occurred.
Media Availability Media the agent can handle ‐ calls and voice mails. Media
availability is independent from agent state. The agent now is to
be ready for calls or text channel or both.
Not Ready Duration Not Ready duration displayed in HH:MM:SS format.
Not Ready Since Date‐time stamp indicating when agent Not Ready state began.
On Call Duration Call duration displayed in HH:MM:SS format.
On Call Since Date‐time stamp is displayed showing when the call began.
On Hold Duration Length of time the call has been in this status. On Hold Durations
help identify negative agent behavior. Also, agents forget about
the fact that they have calls on hold. These fields enable
supervisors to identify such situations.
On Hold Since If an agent has placed a call on hold, the hold duration is displayed
in HH:MM:SS format.
On Park Duration Length of time the call has been in this status. On Park Durations
help identify negative agent behavior. Also, agents forget about
the fact that they have calls parked. These fields enable
supervisors to identify such situations.
On Park Since Hold duration displayed in HH:MM:SS format.
Parked Calls Number of parked calls shows which agents have calls sitting in
the IVR.
Permanent Recording Permanent recording of all agent calls. A true value indicates this
feature is enabled.
Name Description
Ready Duration Ready state duration displayed in HH:MM:SS format.
Ready Since Date‐time stamp indicates when ready state was entered.
Reason Code Value indicates why an agent is Not Ready or Logged Out.
Reason Duration Duration for the current reason code displayed in HH:MM:SS
format.
Reason Since Date‐time stamp indicating when this reason code was entered.
Session Recording A true value indicates recording is enabled for this user session.
State Ready, ringing, on call, after call work, etc.
State Duration Duration of agent’s current state in HH:MM:SS format.
State Since Date and time the agent entered the current status.
Total CAP Total interaction capacity. Shows the percentage of assigned
Total CAP
interactions divided by the number of allowed interactions.
Total WL Total workload. Shows the ratio of assigned interactions to
Total WL
allowed interactions. Displayed as a fraction.
Username Agent user name, as defined in VCC Administrator application.
Video CAP Video interaction capacity. Shows the percentage of assigned
Video CAP
video interactions divided by the number of allowed video
Video WL Video workload. Shows the ratio of assigned video interactions to
VideoWL
Total WL
allowed video interactions. Displayed as a fraction.
VM CAP Voicemail interaction capacity. Shows the percentage of assigned
VM CAP
voicemail interactions divided by the number of allowed
voicemail interactions. Displayed as a percentage.
VM WL Voicemail workload. Shows the ratio of assigned interactions to
VM WL
Total WL
Voice CAP Voice interaction capacity. Shows the percentage of assigned
Voice CAP
voice interactions divided by the number of allowed voice
Voice WL Voice workload. Shows the ratio of assigned voice interactions to
Voice WL
Total WL
allowed voice interactions. Displayed as a fraction.
Name Description
Total WL Total workload. Shows the ratio of assigned interactions to
Total WL
Working On Current active agent interactions. Examples include: Voice, Email,
Working On
Chat, Case.
Agent Statistics Monitoring Fields

When referring to assigned interactions, these interactions are credited to the final agent
handling that interaction. For example. Agent 1 is assigned an interaction. Agent 1
transfers this interaction to Agent 2, who ultimately closes this interaction. Agent 2 is
credited for this interaction because Agent 2 closed, or assigned the final disposition to,
this interaction.
Name Description
Agent Statistics monitoring fields
Actions Actions menu.
Assigned Cases Number of handled case interactions that were closed by an
agent.
Assigned Chats Number of closed chat interactions that were assigned to an
agent (preview and proactive chats are not included).
Assigned Email Number of email interactions that were closed (assigned a final
disposition) by an agent. See example below.
Assigned Interactions Number of chat, preview chat, proactive chat, email, social, and
video interactions, assigned by AID or cherry pick modes, and
closed by an agent.
Assigned Preview Chats Number of preview chat interactions that were closed by an
agent. See example above.
Assigned Proactive Chats Number of closed proactive chat interactions that were closed
by an agent. See example above.
Avg Call Time Average call time from call connection to hang up: (<queue
time> + <talk time>)/<number of calls>. Does not include wrap‐
up time.
Name Description
Avg Handle Time (Call) Value in seconds calculated after a disposition is set for a
campaign call.
• Handle time: Time to process a call (talk time + wrap‐up
time [after‐ call work time]).
• Average handle time: Total handle times of all queues in the
campaign divided by the total number of calls during the
time interval selected in the Time Range options.
Avg Handle Time (Chat) Value in seconds calculated after a disposition is set for a
Avg Handle Time (Chat)
campaign chat interaction.
• Handle time: Time to process a chat interaction (chat time +
wrap‐up time [after‐ call work time]).
Avg Handle Time (Email) Value in seconds calculated after a disposition is set for a
Avg Handle Time (Email)
campaign email interaction.
• Handle time: Time to process an email interaction (talk time
+ wrap‐up time [after‐ call work time]).
Avg Handle Time (Preview Value in seconds calculated after a disposition is set for a
Chat) campaign chat interaction.
Avg Handle Time (Preview Chat)
Avg Handle Time Value in seconds calculated after a disposition is set for a
(Proactive Chat) campaign chat interaction.
Avg Handle Time (Proactive Chat)
Name Description
Avg Handle Time (SMS) Value in seconds calculated after a disposition is set for a
Avg Handle Time (SMS)
campaign SMS interaction.
• Handle time: Time to process the SMS (message time +
Avg Handle Time (Video) Value in seconds calculated after a disposition is set for a
Avg Handle Time (Video)
campaign video interaction.
• Handle time: Time to process a interaction (chat time +
campaign divided by the total number of interactions during
the time interval selected in the Time Range options.
Avg Hold Time Average on‐hold call time: total hold time divided by number of
calls.
Avg Idle Time Average time that the agent is waiting for a call (not on a call or
in wrap‐up). Calculation: total time the agent has waited
between calls divided by number of calls for the selected time
period.
Avg Internal Call Time Average internal call duration: total duration of internal calls
divided by number of internal calls.
Avg Not Ready Time Average agent not‐ready time: total not‐ready time divided by
number of not‐ready agents.
Avg Preview Time Average call preview time: total preview time divided by
number of previewed calls.
Avg VM Processing Time Average voicemail message processing time: total voicemail
processing time divided by number of processed voicemail
messages.
Avg VM Ready Time Average time that an agent is ready to process voicemail: total
time that agent is ready to process voicemail divided by
number of processed messages.
Avg Wrap Time Average wrap‐up time: total wrap‐up time divided by number
of calls.
Name Description
Call Charges Total long distance charges for selected time period.
When User Can View Billing Info permission is unchecked in
Administrator application, the Call Charges column in the Agent
Statistics pane is not visible in the Supervisor application for the
user.
Chats Assigned by AID Number of closed chat interactions assigned by AID.
Chats Assigned in Cherry Number of closed chat interactions assigned in cherry pick
Pick Mode mode.
Chats Transferred by Number of closed chat interactions that an agent forwarded to
Agent other agents or queues.
Chats Transferred to Number of closed chat interactions that an agent forwarded to
Queue a queue.
Chats Transferred to Number of closed chat interactions that an agent forwarded to
Other Agents other agents.
Closed Chats Number of closed chat interactions.
Closed Emails Number of closed email interactions.
Closed Interactions Number of closed text interactions.
Closed Preview Chats Number of closed preview chat interactions.
Closed Proactive Chats Number of closed proactive chat interactions.
<Disposition Name> Columns for each disposition that exist in the system.
Percentage of calls an agent has set for each disposition. The
percentage is based on the total number of calls processed by
the agent.
Emails Assigned by AID Number of closed email interactions assigned by AID.
Emails Assigned in Cherry Number of closed email interactions assigned in cherry pick
Pick Mode mode.
Emails Transferred by Number of closed email interactions that an agent forwarded
Agent to other agents or queues.
Emails Transferred to Number of closed email interactions that an agent forwarded
Other Agents to other agents.
Emails Transferred to Number of closed email interactions that an agent forwarded
Queue to a queue.
Name Description
First Call Resolution Percentage of calls assigned a disposition with first call
resolution flag vs. total calls. The percentage is based on the
total number of calls processed by the agent.
Full Name First and last names.
Handled Cases Number of case interactions handled.
Interactions Assigned by Number of closed text interactions assigned by AID.
AID
Interactions Assigned in Number of closed text interactions assigned in cherry pick
Cherry Pick Mode mode.
Internal Calls Number of internal calls, placed and received, regardless of call
result.
Longest Assigned Time Longest interaction time for an assigned chat interaction.
(Chat)
Longest Assigned Time (Chat)
Longest Assigned Time Longest interaction time for an assigned email interaction.
(Email)
Longest Assigned Time (Email)
Longest Assigned Time Longest interaction time for an assigned preview chat
(Preview Chat) interaction.
Longest Assigned Time (Preview Chat)
Longest Assigned Time Longest interaction time for an assigned proactive chat
(Proactive Chat) interaction.
Longest Assigned Time (Proactive Chat)
Longest Assigned Time Longest interaction time for an assigned SMS interaction.
(SMS)
Longest Assigned Time (SMS)
Longest Assigned Time Longest interaction time for an assigned video interaction.
(Video)
Longest Assigned Time (Video)
Number of Not Ready Number of agent state changes to Not Ready during selected
time period.
Occupancy Percentage of time the agent logged in but not on break.
Calculation: Login time minus wait time.
Preview Calls Number of preview calls.
Preview Time Total time spent previewing records for the time range
selected. Used for Preview campaigns.
Monitoring Agents Viewing Session History
Name Description
Processed VMs Number of processed voicemail messages.
Skipped in Preview Number and percentage of contact records that were skipped
during preview.
Text Transferred by Agent Number of closed text interactions that an agent forwarded to
other agents or queues.
Text Transferred to Other Number of closed text interactions that an agent forwarded to
Agents another agent.
Text Transferred to Queue Number of closed text interactions that an agent forwarded to
a queue
Total Calls Number of calls processed by the agent.
Total Calls Without Total number of calls except for internal calls.
Internal
Total Inbound Calls Number of external incoming calls received by the agent.
Total Internal Calls Number of internal calls, placed and received, regardless of call
result.
Total Manual Calls Number of manual external calls made by the agent.
Total Outbound Calls Number of outbound calls received by the agent.
Username Agent user name, as defined in VCC Administrator application.
Voice Utilization Percentage of time that the agent is processing calls vs waiting
Voice Utilization
for calls.
Viewing Session History

You can use the Session History to view the list of calls handled by the agent during the
current session. The agent must be logged in for you to view the current history. In the
Agents tab, click an agent name to see the session history.
Monitoring Agents Supervising Reminders
Supervising Reminders
You can view reminders created by agents. This list displays the reminders and indicates if
they are complete or pending. Knowing how many reminders your agents have will help
you manage their workload as well as your campaigns. By viewing this list, you can also
reduce the number of missed reminders caused by absent or unavailable agents.
Accessing Agent Reminders
Moving a Reminder to Another Agent
Saving Reminders
Accessing Agent Reminders

Follow these steps.
1 Click the Agents tab.
2 Click an agent name.
3 Click Reminders.
The list of the agent’s reminder is shown.
The following functions are available:
– Move: Move the selected reminders to another user.
– Export: Save all listed reminder lists as CSV files. You can select columns for
export.
– Cancel: Cancel selection.
Moving a Reminder to Another Agent

You can move reminders among agents.
1 Open the agent Reminders window.
2 Click Select to choose multiple agent reminders.
3 Click Move.
4 Select an agent using search or list values as the destination.
5 Click Move.
The selected reminders disappear from the list. You can now see them in the
reminder list of another agent.
Saving Reminders
You can save agent reminders as CSV files.
1 Open the agent Reminders view.
2 In the dialog window, check the data columns you want to export.
3 Click Export.
Monitoring Agents Supervising Parked Calls
Supervising Parked Calls

To view calls the agent has parked, click the Agent Details > Parked Calls tab.
Supervising Voicemail
You can filter, sort, view, listen to, and manage voice mail and recordings received or
recorded by agents and for queues. Knowing how many voice mail messages your agents
have helps you to manage their workload and your campaigns.
Enabling Call Recordings
Accessing Voice Mail
Changing the Agent’s Voice Mail State
Enabling Call Recordings

You can choose which logged‐in agent calls to record. The setting is accessible in the
Actions menu in the Agents tab. You can record all agent calls while the agent is logged in.
This monitoring remains active throughout and after calls until it is manually turned off.
Between active calls listen mode is disabled. You will continue monitoring the agent’s
voice between calls if the supervisor permission User can monitor idle agents is enabled.
If the agent being recorded logs out of the application, the recording stops. In the Agents
Close window to retain in message list
tab, click the Actions menu in the agent row you want to monitor and select Record All
Calls This Session.
stereo recording
Monitoring Agents Supervising Recordings
Accessing Voice Mail

To view voice mail and recordings, click the Agent Details > Voicemail tab.
You can access the agent’s voicemail folder and voicemail messages to play, move, or
delete using the Actions menu, right end of each row. You can also move or delete
voicemail messages in bulk using the header options. These options display when your
mouse is in the table header bar.
Changing the Agent’s Voice Mail State

The Agent can be in one of two possible voice mail states:
• Ready to receive voice mail: The Ready Call and VM or Ready VM user status is
selected.
• Not ready to received voice mail: The Ready Call or Not Ready user status or a
Not Ready reason code is selected.
To change the status, in the Agents tab, right‐click an agent, and select Switch VM Ready/
Not Ready State. The agent is notified.
Supervising Recordings
To access agent recordings, click the Agent Details > Recordings tab.
Monitoring Agents Sending Test Calls to an Agent
You can select agent recordings to delete in bulk. The Actions menu, at the far right of
each row, enables play and deletion of recordings.
To group recordings by session, select the Group By Session option from the Recordings
menu. Grouped recordings are identified by an expandable plus sign beside the
contact number.
Group By Session
Sending Test Calls to an Agent

Sending a test call is an excellent training tool allowing the agent to practice processing
calls. No record of the call is retained nor is the contact database updated with any
actions taken during the test call.
The agent must be logged in and ready to accept calls to receive the test call. To prevent
the agent from getting an actual call, make sure that no campaigns are running that are
associated with the agent’s queue, or remove the agent from any active skill queues.
1 In the Agents tab, click the Action menu for any agent, and select Send Test Call.
Monitoring Agents Responding to Agent Help Requests
If the agent is not available, you see a warning message stating Not ready to take
a call.
The Send Test Call To Agent window is shown.
2 Select a telephone number and a campaign.
3 Click Send Test Call.
4 Click OK.
Responding to Agent Help Requests

You are notified when an agent is requesting assistance by instant message. You can
accept or reject this help request.
Monitoring Agents Responding to Agent Help Requests
Handling Help Requests

To begin an instant message conversation with the requesting agent, click Accept. To
dismiss the request, click Reject. Rejected requests will not show in your instant message
list. To dismiss the request but maintain the request in your instant message list, close the
pop‐up window without accepting or rejecting the request.
Viewing Message Requests

You see your help requests combined with your other instant messages.
Monitoring Agents Monitoring and Coaching Agents
Monitoring and Coaching Agents

You may want to listen to agent calls to observe performance for training purposes or to
evaluate how a campaign is being received by customers. The following monitoring
modes are available:
• Silent: You can listen to the call but cannot talk to the agent or the customer.
Neither party can hear you. You must log in with a voice or gateway connection.
• Whisper: You can speak to the agent, but the customer cannot hear you.
• Barge In: You can talk to the customer and the agent.
supervisors monitoring agents
Note An audible alert may be played to alert an agent when monitoring begins. This
monitoring alert notification is configurable in the agent properties section of the
VCC administrator application.
Monitoring an Agent
Ending Your Monitoring Session
Monitoring an Agent
To enable random call monitoring for each campaign, select Start Monitoring Agents
Randomly from the Actions menu.
randomly monitor agents in campaigns
Calls associated with those campaigns are successively sent to your headset for
monitoring. Use the Prev/Next buttons to cycle through agents on active calls. Active call
states for monitoring include:
• Ringing
• On Call
• On Preview
Important To randomly monitor agents, you must use the Five9 softphone for your
station audio connection.
Monitoring From the Actions Menu

To begin monitoring any agent on an active call, click the On‐Call icon from the
Current State column in the Agents tab. To begin monitoring any agent on an active
call from the Actions menu in any row, click Actions and then select Monitoring >
Start Monitoring.
Note Monitoring always begins in Listen Only mode.
The agents that are being monitored are indicated with a tooltip.
For barge‐in monitoring, select Barge‐in.
For whisper monitoring, select Whisper.
You can use the Prev and Next buttons to cycle through the listed agents.
One-Click Monitoring
You can begin monitoring an agent that is currently on a call with a single click from the
Current State column in the Agent State view.
The Current State column for an agent shows an On‐Call icon when the agent is on a call.
You can click this On‐Call button to immediately start monitoring that agent. When
monitoring begins the associated row shows in yellow and the monitoring control bar
appears.
Monitoring continues as described above.
Ending Your Monitoring Session

To end your monitoring session, click the appropriate monitoring (Listen/Barge/Whisper)
button or click Cancel to close the monitoring panel.
You control the monitoring. This monitoring remains active throughout and after calls
until it is manually turned off. Between active calls listen mode is disabled. You will
continue monitoring the agent’s voice between calls if the supervisor permission User
can monitor idle agents is enabled.
automatically pause Listen Mode for monitoring between active calls.
If you attempt to log out of the Five9 Supervisor Plus application while a monitoring
session is active, you see this message.
Chapter 4
Monitoring Your ACD Queue Status
Configuring the ACD Queues

The ACD Status tab gives a configurable information panel for viewing queues within your
domain. You can customize the columns displayed in panel of the ACD Status tab and
send test calls to queues.
To see the ACD Details window for a skill group, double‐click a line in the ACD Status.
In the Agents window, you can view the agents available, the status of each agent, details

about their session, the productivity of the agents, and you can monitor calls. The
functions are available through the right‐click menu.
Monitoring Your ACD Queue Status ACD Queue Details View
ACD Queue Details View

You can view details for any ACD queue to give further insight into wait times, agents
logged in, and more. To access the queue details, click any queue listed in the Skill Name
column.
The Logged In tab shows details for each agent logged in, such as agent state, reason
code, and availability. An Active indicator for each agent displays their presence in this
queue; showing gray for agents currently inactive and blue for agents active in this queue
group.
For more information about viewing or changing agent queue assignment(s), see Skills
Detail View.
Send Test Call to Queue

Sending a test call to a skill is a useful tool to easily verify connection and functionality to
one or many queues.
Send a Test Call to a Single Queue

To send a test call to any queue, click the Action link in that Skill Name row and click Send
Test Call.
Send a Test Call to Many Queues

To send a test call to multiple skill queues, follow these steps.
1 Click Select in the ACD Status panel header.
2 Select queues using the selection boxes to the left of the panel display, or click
Select All in the panel header.
3 Verify the correct number of queues are selected and displayed in the ACD Status
panel header, then click Send Test Call to Skill.
Sending a Test Call to a Skill Group

1 In the ACD tab, click the Actions menu for any skill group, and select Send Test
Call.
2 Define these settings:
– Number of calls to send
– Time‐out (in milliseconds)
– Call priority
– Specify campaigns
Monitoring Your ACD Queue Status Customizing the Display Fields for Calls
3 Click Send Test Call.
Customizing the Display Fields for Calls

You can customize the fields (columns) of the displays for each section of the ACD Status
table using the Settings.
Name Description
ACD Status monitoring fields
Actions Send test call to queue.
Active Agents Number of agents enabled to handle interactions in the queue.
Active Agents (Logged Number of agents who are logged in and enabled to handle
In) interactions in the queue.
Agents on Case Number of agents assigned to at least one case interaction that is
not handled.
Agents on Chat Number of agents assigned to at least one chat interaction that is
not closed. This statistic shows agents on chats as distributed by
an assigned ACD queue and does not include agents that may join
the chat as a conference guest.
Agents on Chat statistic calculation
Agents on Email Number of calls in the queue.
Agents on Preview Number of calls in the Visual IVR queue.
Chat
Name Description
Agents on Proactive Current longest queue time for a call.
Chat
Agents on Social Number of agents who are logged in but are not enabled to access
the queue.
Agents on Video Longest queue time for a call during the interval specified in the
supervisor application.
Agents with Assigned Number of agents with assigned text interactions.
Text Interactions
Calls In Queue Number of voice interactions in queue.
Calls in Queue (VIVR) Number of VIVR interactions in queue.
Cases in Queue Number of case interactions currently in queue.
Chats in Queue Number of chat interactions in queue.
Current Longest in Time stamp of the oldest chat in queue.
Queue (Chat)
Current Longest in Time stamp of the oldest email in queue.
Queue (Email)
Current Longest in Time stamp of the oldest preview chat in queue.
Queue (Preview Chat)
Current Longest in Time stamp of the oldest proactive chat in queue.
Queue (Proactive Chat)
Current Longest in Time stamp of the oldest social interaction in queue.
Queue (Social)
Current Longest in Time stamp of the oldest video interaction in queue.
Queue (Video)
Current Longest in Time stamp of the oldest voice interaction in queue.
Queue (Voice)
Email in Queue Number of email interactions in queue.
Longest Time in Queue Timestamp of the oldest case for a specified time range.
(CASE)
Longest Queue Time Longest queue time for chat.
(Chat)
Name Description
Longest Queue Time Longest queue time for email.
(Email)
Longest Queue Time Longest queue time for preview chat.
(Preview Chat)
Longest Queue Time Longest queue time for proactive chat.
(Proactive Chat)
Longest Queue Time Longest queue time for social.
(Social)
Longest Queue Time Longest queue time for video.
(Video)
Longest Queue Time Longest queue time for voice.
(Voice)
Not Ready For Calls Number of agents not ready for calls.
On Calls Number of agents currently on calls.
Preview Chats in Number of preview chat interactions in queue.
Queue
Proactive Chats in Number of proactive chat interactions in queue.
Queue
Queue Callbacks Number of callbacks in the queue.
Ready For Calls Number of agents ready for calls.
Ready For VMs Number of agents ready for voicemail.
Skill Name Name of ACD skill queue.
Text Interactions in NUmber of text interactions in queue.
Queue
Total VMs Number of voicemail messages.
VMs In Progress Number of voicemail messages in progress.
VMs In Queue Number of voicemail messages waiting to be processed.
Chapter 5
Monitoring Campaigns
Configuring the Campaigns Tab

The Campaigns tab gives you three configurable information tables for viewing status and
statistic information for each campaign. You can also controls certain campaign features,
like stop and start, if your permissions are enabled to do so.
Viewing Campaign Information

Use the Campaigns tab to monitor campaign performance, start and stop campaigns, and
customize the information displayed in the monitoring tables. You may sort any of the
displays according to any column. Hover the pointer over any column heading to display a
short description of the statistic. You can customize the view of each table by managing
the fields. See detailed information in Customizing Your Interface Views.
Monitoring Campaigns Viewing Campaign Information
Campaign State Table

The Campaign State table lists the campaigns created in your VCC domain and shows the
current status of each campaign.
Campaign State Table

You can customize the view of each table by managing the fields. See detailed
information in Customizing Your Interface Views.
Outbound Campaign Manager Table

The Outbound Campaign Manager pane shows the status of outbound campaigns. This
table also provides statistics for campaigns that are not currently running. The State &
Name column includes an icon showing the current campaign state.
Displaying Campaign Details

You can click Campaign State & Name to open the Campaign Manager Details table to
provide insight into general statistics, campaign progress, and the current status of dialing
lists used in autodial or outbound campaigns.
Displaying Campaign Progress over Time

You can click the Progress tab to see the campaign progress over time.
The campaign progress shows your dialing list progress and penetration as an
incremental bar chart to identify calls that reached leads versus abandoned. The bars
show dispositions rising from least frequent (light blue) to most frequent (dark blue). The
disposition name and count are shown as a tool tip when you hover your mouse over a
column color band.
Campaign Statistics Table

The campaign statistics table shows statistics for Outbound, Inbound, and Autodial
campaigns.
Monitoring Campaigns Customizing Your Campaign Display
Customizing Your Campaign Display

You can customize the Supervisor campaign monitoring tables to include the fields
(columns) important to your business or to a specific campaign. Each of column headers
displays a short description of the field when you hover the pointer over the column
heading. Here is an example of the field description for the Abandon Call Rate % field:
Campaign State Fields
Outbound Campaign Manager List Fields
Campaign Statistics Fields
Campaign State Fields

Name Description
Abandon Call Rate % Percentage of abandoned calls; abandoned calls divided by the
sum of abandoned and connected calls during the selected
interval. Use this statistic to monitor the abandoned calls
percentage for FCC telemarketing regulations.
Note This calculation excludes any custom dispositions created
to indicate call dispositions when no live party is reached.
Actions Actions menu to control campaign functions. See Using the
Campaign Actions Menu for more detail.
Campaign Name Name of the campaign.
Current Action Campaign event, such as out of numbers or waiting for
available agents.
Mode Training, basic, or advanced mode.
Priority Displays campaign priority.
Profile If the campaign is running in advanced mode, this field shows
the profile the campaign is using.
Ratio If the campaign is running in advanced mode, this field shows
the campaign dialing ratio.
State If the campaign is currently running.
State & Campaign Name This field shows the campaign state represented as a green dot
if the campaign is running, and a red circle if the campaign
is not running. The campaign state indicator is followed by the
campaign name, as a link; clicking the campaign name link
opens the campaign details table for that campaign.
State Since Date and time the campaign entered the current state.
Type Autodial, Inbound, or Outbound. Column can be filtered to
show any combination of campaign type.
Outbound Campaign Manager List Fields

The time range for this panel is determined by the Campaign Manager Rolling Period
setting rather than the Range setting.
Name Description
Actions Actions menu to control campaign functions. See Using the
Campaign Actions Menu for more detail.
Agents Ready Number of agents waiting for a call.
Attempts Number of dialing attempts.
Avail Records Number of records available for dialing, with the percentage
from the total number of records in parentheses.
Avg. Calls: Agent Average call‐to‐agent ratio.
Avg. Calls:Agent (Target Target call‐to‐agent ration.
C:A)
Contacted Number of calls were assigned to an agent, with percentage
from total attempts in parentheses.
Dialed ‐ ASAP Number of records that were dialed with a Dial ASAP request,
using APIs or Web2Campaign, with percentage from total
attempts in parentheses.
Dialed ‐ List Cycle Number of records that were dialed without a timer, with
percentage from total attempts in parentheses.
Dropped Calls Number of abandoned calls, with percentage of the sum of
dropped and contacted calls in parentheses.
No‐Party Contact Number of records given one of these dispositions: Answering
Machine, Busy, No Answer, or Operator Intercept. Percentage
from the total number of records dialed shown in parentheses.
Redialed‐timer Number of records with a redial timer that were dialed from
the Redial queue, with the percentage from the total number
of records dialed in parentheses.
Skipped in Preview Number of records that were skipped in preview, with
percentage from the total number of records in parentheses.
Only applicable to campaigns running in Preview Dialing mode.
Name Description
State State of the campaign: Running / Not Running (useful if Show
Sleeping Campaigns in Outbound Campaign Manager option is
enabled in Preferences).
Target C:A Target call‐to‐agent ratio.
Total Records Number of records in the campaign, including all lists.
Unreachable Number of currently unreachable records, with the percentage
from total records in parentheses.
Campaign Statistics Fields

These fields can be added to monitor outbound, inbound, and autodial campaigns
statistics.
Name Description
Abandon Call Rate% Total number of abandoned calls in relation to the sum of total
or abandon calls and live connect calls. Use this statistic to
monitor the abandoned calls percentage for FCC or Ofcom
Dropped Call % telemarketing regulations.
To ensure that you remain compliant with FCC regulations
regarding abandoned campaigns calls, custom dispositions that
indicate that no party was reached are not included in this
calculation. Refer to FCC regulations for current requirements
and call abandonment rate calculation.
Actions Campaign control. See Using the Campaign Actions Menu for
more detail.
Avg Avail Time Average time that an agent is in ready state.
Avg Call Time Average time from connection to hang‐up for the campaign
(excludes wrap‐up time).
Name Description
Avg Handle Time Average time agents spend processing calls. Talk time plus
wrap‐ up time divided by number of calls.
Avg Speed of Answer Average time to answer a call calculated from the call start to
agent acceptance.
Avg Wrap Time Average agent wrap up time for the campaign.
Call Charges Total long distance charges for selected time period. Requires
the User Can View Billing Info permission to be visible.
Calls Abandoned Total abandoned calls for the campaign and percentage from
total attempts. For outbound campaigns, calls answered but
not delivered to an agent due to a high calls‐to‐agent ratio (in
Predictive and Power dialing modes).
Calls Connected Calls connected.
Case Avg Handle Time Average handle time for case interactions.
Case Avg Queue Time Average queue time for case interactions.
Cases Handled Number of case interactions handled.
Chat Avg Handle Time Average handle time for chat interactions.
Chat Avg Queue Time Average queue time for chat interactions.
Chat Avg Queue Time Average queue time for preview chat interactions.
Preview
Chat Avg Speed of 1st Average speed of first answer for chat interactions.
Resp
Chat Avg Wrap‐Up Time Average wrap‐up time for chats not started from video
interactions.
Completed in IVR Interactions completed in IVR.
Drop Call % Number of abandoned calls divided by the sum of abandoned
and contacted calls.
Email Avg Handle Time Average handle time for email interactions.
Email Avg Queue Time Average queue time for email interactions.
Email Avg Speed of 1st Average speed of first answer for email interactions.
Resp
Name Description
First call Resolution All campaigns: Number and percentage of calls resolved during
the caller’s first call.
Handled Calls Percentage and count of calls processed by agents or IVR rules.
The opposite of No Party Contact. Includes calls processed by
an IVR that do not reach an agent, such as those sent to voice
mail.
IVR Errors IVR errors occurring during interaction distribution.
Longest Hold Time Longest time that a caller waited on hold.
Longest Queue Time Longest time that a caller waited in a queue during the statistics
interval.
Missed Calls Number of missed inbound calls due to lack of resources.
No Party Contact‐Agent Number of times the custom disposition was used when no live
party was reached (percentage from total attempts in
parentheses).
No Party Contact‐Sys Number of No Answer, Busy, Answering Machine, or Operator
Intercept dispositions, with percentage from campaign total
attempts in parentheses.
Preview Chat Avg Handle Average time form assignment of preview chat until the agent
Time either dismisses the chat or engages the customer.
Proactive Chat Avg Average handle time for proactive chat interactions.
Handle Time
Proactive Chat Avg Queue Average queue time for proactive chat interactions.
Time
Proactive Chat Avg Speed Average speed of first answer for proactive chat.
of 1st Resp
Service Level (Queue) Percentage of queued calls that are answered within the Speed
of Answer specified by the administrator.
Service Level (Talk) Agent’s talk time. In outbound campaigns, it is the percentage
of calls processed within the Speed of Answer specified by the
administrator.
Skipped in Preview Number and percentage of contact records that were skipped
for the time range selected for the preview campaign.
State & Name Campaign state and name.
Monitoring Campaigns Managing Campaigns
Name Description
Total Calls Outbound or autodial Campaigns: Total calls dialed for the
campaign.
Inbound campaigns: Total calls received by the campaign.
Total Closed Chats Number of closed chat interactions.
Total Closed Emails Number of closed email interactions.
Total Closed Preview Number of closed preview chat interactions.
Chats
Total Closed Proactive Number of closed proactive chat interactions.
Chats
Total Closed Socials Number of closed social interactions.
Total Closed Videos Number of closed video interactions.
Video Avg Handle Time Average handle time for video interactions.
Video Avg Queue Time Average queue time for video chat interactions.
Managing Campaigns
In the Campaign State panel, right‐click a campaign name to view the options. Resetting
campaigns, list positions, and dispositions apply only to outbound or autodial campaigns.
Do not reset a campaign unless you are sure you want to redial all contacts again.
• View System Messages: Displays errors in the campaign such as out of numbers.
• Start Campaign: Starts the selected campaign. A Campaign must be running in
order to dial your list of numbers and send calls to agents. This function requires
the User Can Start/Stop/Reset Campaigns permission.
• Stop Campaign: Stops the selected campaign. The campaign stops dialing
numbers and waits for all active calls to end before stopping. The time it takes for
the campaign to stop depends on how long the active calls take to complete. This
function requires the User Can Start/Stop/Reset Campaigns permission.
• Force Campaign to Stop: Forcibly stops the selected campaign. This option stops
dialing numbers and disconnect all calls in process. This function requires the
User Can Start/Stop/Reset Campaigns permission.
Monitoring Campaigns Using the Campaign Actions Menu
• Reset Campaign: Resets the selected campaign. The Reset Campaign feature
instructs the campaign to redial every number again, with the exception of Do
Not Call numbers. The same function is also available in the Five9 Administrator
application. This function requires the User Can Start/Stop/Reset Campaigns
permission.
• Reset Disposition(s) in Campaign: Resets the dispositions in the selected
campaign. The same function is also available in the Five9 Administrator
application. This function requires the User Can Start/Stop/Reset Campaigns
permission.
• Reset List Position: Resetting List position forces the dialer to start from the top
of the list at the desired moment of time. The dialing will be started over from
either the first records that were added to the list, or from the beginning of a
specified sort order. The same function is also available in the Five9
Administrator application. This function requires the User Can Start/Stop/Reset
Campaigns permission.
• Randomly Monitor Agents: Enables automatic continuous delivery of calls to the
Supervisor for monitoring agents. Calls are delivered as they are started, and new
calls are delivered as soon as possible, after the current call ends. This option
may be enabled for multiple campaigns, in which case calls from any of the
selected campaigns may be delivered.
Using the Campaign Actions Menu

Your permission to control campaign activity is defined within your user settings in the
Five9 VCC Administrator application. Some features described may not be available due
to your permission settings.
Monitoring Campaigns Using the Campaign Actions Menu
In the Campaign State panel, right‐click a campaign name to view the options. Resetting
campaigns, list positions, and dispositions apply only to outbound or autodial campaigns.
Chapter 6
Monitoring Users
Configuring the Users Tab

The Users tab gives you a configurable information panel for viewing information and
statistics of all logged in users, defined within your view, that are currently logged in. You
can customize the fields (columns) displayed in each panel of the Users tab.
Search
Settings

Maximize/
Minimize
Users Panel Column Customization

You can select the columns for display, in the order most beneficial, for your Users panel
display using the Settings icon at the top, right corner of the table display.
Monitoring Users Active Users Sessions Fields
Active Users Sessions Fields

These fields can be added to monitor users.
Name Description
Actions Actions menu to control user logout or send message to user.
Full Name Full name of the user.
Session ID Session ID for current user session.
Session Start Time stamp for start of current session.
Session Type User role for current session.
Station Station ID for current user session.
Username Username.
Chapter 7
Monitoring Stations
Configuring the Stations Tab

the Stations tab
The Stations tab gives you a configurable information panel for viewing information and
statistics of all assigned stations. You can customize the fields (columns) displayed in each
panel of the Stations tab.
Stations Panel Column Customization

You can select the columns for display for your stations table display using the Settings
icon at the top, right corner of the table display.
Monitoring Stations Stations Fields
Stations Fields
These fields can be added to monitor stations in your domain.
Name Description
Enabled Enabled stations are represented with a green dot.
Group ID Gateway group of the station ID or blank if using a softphone.
Group Name Name of gateway group.
Group Serial # Serial number of gateway group.
MAC Address Physical port address of the VOIP gateway to which the station
is connected. It is blank if using a softphone.
Station ID Station ID for current user session.
Station Type Type of station ID; listed as SIP for softphone.
Chapter 8
Maintaining Compliance Data in Chat

and Email Interactions
Accessing Compliance Data

The California Consumer Privacy Act (CCPA), which becomes effective January 2020,
closely regulates the collection and retention of the personal information of consumers.
For more information about the CCPA, refer to https://oag.ca.gov/privacy/ccpa.
You must have permission to see the Compliance tab. If it is not visible, contact your
Five9 administrator. For additional information about this feature, contact your Five9
representative.
The Compliance tab enables you to delete chat or email interaction data to conform to
data compliance regulations.
Important After data purge, you cannot access or recover any deleted data or files.
Populating Your Search Criteria
Identifying Your Search Results
Maintaining Compliance Data in Chat and Email Interactions Accessing Compliance Data
Populating Your Search Criteria

The Compliance tab enables you to define specific criteria to identify consumer privacy
information contained in your interaction records. Search results display up to 100 results
for each contact, with a maximum of 100 contacts that match your search criteria. This
maximum is not recommended. Smaller result sets provide better accuracy. To start your
search, click Search Interactions.
You may need to know the customer’s contact ID; you can find this in reports that identify
interactions by contact Id. You must populate Time Received, or specify a custom date
range, and at least of one of the following fields to enable the Search Records button:
• Contact ID
• Contact Last Name
• Email Address (From)
• Phone Number
1 Enter or select the criteria to identify and retrieve your customer privacy
information.
To refine your criteria, click Edit Search. To begin again, click Clear Search.
Field Enter or Select Description

Data
Time Received Select Interval to search for interactions.

• Custom
• Today
• Yesterday
• Last 7 days
• Last 30 days
Date Range Select Enabled when the Custom option is
selected for Time Received.
Contact ID Enter Comma‐delimited list of contact IDs.
Contact ID requires an exact match. No
pattern search exists.
Contact First Name Enter Contact first name.
Contact Last Name Enter Contact last name.
Email Address (From) Enter Contact email address.
Phone Number Enter Contact primary phone number.
Campaign Select Campaigns from which to retrieve
customer data.
Media Type Select Channel to search for interactions that
contain customer privacy data.
Interaction ID Enter Comma‐delimited list for specific
interactions. Interaction ID requires an
exact match. No pattern search exists.
Disposition Select One or more dispositions to identify
your interactions that contain consumer
privacy data.
Important The following dispositions
(from SCC) are not currently available:
• Closed ‐ Dropped
• No Disposition
2 Click Search Records.
Identifying Your Search Results

Your search results enable you to identify transactions that may contain customer privacy
information. These results may include any of the columns shown below.
Contact ID Media Type
Contact Name Disposition ID
From Address Disposition Name
Campaign ID Unique campaign identifier
Agent ID Alternate 1 Phone Number
Agent Name Alternate 2 Phone Number
Start Time Street
End Time City
Interaction ID State
Skill ID Zip
Skill Name Company
Media Type ID Unique media type identifier
Maintaining Compliance Data in Chat and Email Interactions Exporting or Deleting Interaction Data
• You can select any of the columns to include.
• You can export all of the columns in CSV format to search.
• You can choose to identify up to 10 interactions from the search results for
deletion.
• You can export an unlimited amount of interactions in CSV format for analysis.
See Exporting Transactions.
Exporting or Deleting Interaction Data

You can export or delete the privacy information captured in the interaction data. For
accuracy and performance, only 10 interactions can be deleted at the same time. You can
export an unlimited number of interactions for review.
Exporting Transactions
Checking the Status of Your Request
Exporting Transactions
To select the columns to export, click Select columns.
You can select and export transactions in CSV format from the Status Results page.
To export transactions, follow these steps.
1 Select transactions to export.
2 Click Export.
Your CSV export, named Compliance Status, is appended with a date and time
stamp. This file is placed in your downloads folder.
Example: Compliance Status ‐ Wed, Jul 31, 2019 7_57 AM
The export uses milliseconds (Epoch time). To convert the date to a readable
date, create a new column to convert the system time stamp into an
spreadsheet‐friendly format.
3 Apply this formula: =(A2/(24*60*60*1000)) + Date(1970,1,1, where A2 is

the cell that contains the system time stamp.
4 Apply this field conversion: Field / (Hours, Mins, Seconds,

Milliseconds) + Unix Starting Date.
Checking the Status of Your Request

To check the status of your request, click Check Status.
To review the status of active or past search and deletion operations within your domain,
populate the relevant fields to identify your target search.
Deletion requests result in the following conditions:
Status Description
Submitted The interaction is submitted for deletion. Deletion may take up to forty‐eight
hours.
Deleted The interaction has been deleted.
Failed A failure occurred during deletion. Contact your Five9 representative for
additional information.
To see if a status has changed from Submitted to Deleted, or to refresh when using Today
or a time period that extends past the current time, click Update Results.

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Cloud Contact Center

Five9 Virtual Contact

Using the Supervisor Plus Application

Accessing the Supervisor Plus Application

Logging Into the Supervisor Plus Station

Softphone Automatic Update

Installing the Five9 Softphone Extension

Installing the Five9 Softphone

Logging into Multiple Plus Applications Concurrently

Logging Out of the Supervisor Plus Application

Accessing Your Application During Maintenance

Notifications for Domains Enabled with Geographical

Management Functions Unavailable During

Statistics During Maintenance Mode

Useful Terms for Supervisors

Customizing Your Application

Navigating the Supervisor Plus Interface

Navigating Data and Detail Tables

Customizing Your Interface Views

Setting General Preferences

Configuring Table Display Settings

Sorting Multiple Columns

Configuring Your Table View

ata column customization

Configuring View and Filter Options

Selecting a Time Range for Outbound Campaign Manager

Selecting a Rolling Period for Outbound Campaign Manager

Selecting Queues to View

Selecting Agent Groups for Monitoring

Saving Your Preset Filters View

Changing Preset Filter Views

Filtering Data Within Columns

Creating and Customizing Alerts

Receiving Alert Notifications

Displaying Fields in Your Station

Creating Custom Views

Configuring the Agents Tab

Alerts Messages Help Menu

Agent State Table

Viewing the Agent Voice Interaction Status

Viewing Agent Reason Codes for Not Ready State

Monitoring Agent Activity

Parked Calls Tab

Skills Detail View

Viewing Agent Voice Statistics

Customizing the Agent Display Fields

Agent State Monitoring Fields

Agent Statistics Monitoring Fields

Viewing Session History

Accessing Agent Reminders

Moving a Reminder to Another Agent

Supervising Parked Calls

Enabling Call Recordings

Accessing Voice Mail

Changing the Agent’s Voice Mail State

Sending Test Calls to an Agent

Responding to Agent Help Requests

Handling Help Requests

3 Apply this formula: =(A2/(246060*1000)) + Date(1970,1,1, where A2 is