Five9 occupancy This article will provide you with information on how Average Hold time is being computed and generated in the reports. This article will show information about Agent Occupancy Percent Report. Reporting | Create, Access, and Delete a Custom Report This article contains information on how to create and delete a custom report through the Dashboard & Reports application. For the complete list of Reporting column descriptions There are many standard traffic measurements (performance metrics) that can be performed on a call center to determine its performance levels. Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. Five9 dashboards and reports enable you to compile and display detailed performance information about your contact center. This article provides a brief description of the Agent Call Time Report, the available data on the report, and the steps to create an Agent Call Time Report. Sep 22, 2023 · Master contact center metrics for success. Agent Reports and Definitions Agent Call Time - By agent group and agent, comparison of average talk, handle, and call statistics. Elevate Patient Care with Five9's Contact Center Solutions Five9 offers healthcare contact center software that provides essential analytics and reporting tools for making critical decisions about call center contact quality. It consolidates key metrics and visualizations to help admins, supervisors, and teams monitor, analyze, and address the factors contributing to abandoned interactions. Welcome to Five9 Inc's home for real-time and historical data on system performance. Sep 28, 2023 · Discover the importance of Average Handle Time (AHT) in contact center metrics, and learn effective strategies to optimize AHT with Five9's advanced solutions. For the complete list of Reporting column descriptions, please refer to the Five9 Dashboard & Reports User's Guide. Learn how conversational AI can help you stay ahead of customer expectations through the use of intelligent virtual agents. Learn more about the benefits of tracking agent utilization here at Five9. Login Time is defined here as the duration the agent is logged into the system, NOT the timestamp of the agent login. A service level in a call center refers to the services provided to a customer within a certain period. Five9 custom reporting capabilities let you tailor information to meet your unique needs. Trademarks 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. Learn more about the benefits of schedule adherence here at Five9. In a call center, schedule adherence is a metric that gauges how well agents follow their assigned work schedules. Occupancy is Login Time minus Wait Time. The only difference is that the first calculates averages whereas the second calculates percentages. New Users: Please retrieve your user name and temporary password from your email account or contact your organization's Five9 administrator for further instructions. The formula for occupancy is: Occupied time / (Occupied time + Available time) x 100, where Occupied and Available time can be configured by Admins. Read this white paper to learn how leveraging the Data sources represent the data you can include in your reports when customizing standard reports or creating custom reports. For the softphone connection, these TCP and UDP ports must allow traffic in your external firewall, Session Border Controller (SBC), SIP proxy, and firewall of workstations: These reports contain agent performance by various criteria, sorted by different options. Learn more about call center SLAs here at Five9. Sep 19, 2025 · These reports contain agent performance by various criteria, sorted by different options. Agent Occupancy Percent Report This report will show information about: What percentage of time do my agents spend working? Detailed information for each agent and date, percentage of time spent in each state. Below is the calculation on how to get the Total available time (Login Less Not Ready), Total Occupancy (Login Less Wait), and Total Utilization (Login Less Wait and Not Ready). Login time was computed as the duration of Agent login (Logout Timestamp - Login Time Stamp). In each data source, you may combine fields from any Oct 6, 2023 · The Agent Occupancy Rate represents the proportion of agents' time devoted to active calls and post-call tasks in relation to their total logged-in time. This article provides information on how to view the Agent Statistics using the Five9 Supervisor application. Agent Call Time Percent- These reports use the same data sources. Installation Reminders: Ensure that users have permission to download the software that they need. For this example, we used the Agent Occupancy Report by Half Hour. The user name or password that you provided is incorrect, or the account is locked. The reporting data sheet provides an overview of the Five9 historical and real-time reporting and monitoring capabilities. With increased expectations from What Is Occupancy In A Call Center? Occupancy measures the percentage of an agent’s time that is spent handling calls and completing related tasks, compared to their total available time. net Login time was computed as the duration of Agent login (Logout Timestamp - Login Time Stamp). See full list on d3bql97l1ytoxn. With its With Five9 Careers, join the CX and AI platform that transforms contact centers into customer engagement centers of excellence. An easy-to-use report creation wizard guides non-technical users through the steps required to customize standard reports or create completely new ones. While a high Occupancy Rate indicates resource efficiency, it necessitates careful management to avoid overburdening agents, which can result in fatigue, burnout, and reduced service quality. Utilization is login minus wait and not ready. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording. A trunk call refers to a long-distance or external call routed through a telecommunication network. Service levels are categorized and measured to track performance. Jul 22, 2021 · The goal of contact centers is to provide positive customer experiences and operate efficiently. Key insights, best practices, real-world success stories, and Five9's advanced solutions for optimization. These reports contain agent performance based on various criteria and are sorted by different options. These 4 metrics can help with staffing to meet this goal. Agent utilization refers to a measure of how much of an agent’s scheduled time is spent on productive tasks versus idle or non-productive time. What Exactly is Capacity Planning and Why is It Important for Your Contact Center? Capacity planning involves staffing the appropriate number of agents with the right skills based on your contact volumes, average handling time, service hours, shrinkage, occupancy, and other factors. It is not exactly the sum of the Agent state times in Agent Occupancy. Click here for additional information on outages and updates. Learn more here at Five9. Oct 6, 2025 · Average VM ready time Average wrap time Call charges First call resolution Internal calls Occupancy Preview time Processed voicemails. You will also learn more about what report data types, layouts, and reporting options you have available for customizing your report. Scheduled utilization Trademarks 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. For example, reports can show how effectively supervisors manage the groups by running a report that shows which agent group occupancy is higher (which supervisor is more effective in keeping the agents busy). Occupancy is login minus wait. cloudfront. Learn more here from Five9. Transferred call rate — Ratio of transferred calls to all recorded calls. The speech occupancy rate calculation is (TotalDuration – TotalSilence) * 100/TotalDuration. Optimal capacity planning involves staffing the appropriate number of agents with the right skills based on your contact volumes, average handling time, service hours, shrinkage, occupancy, and other factors. Learn more about the benefits of capacity planning here at Five9. Learn more about global phone calling here at Five9. May 8, 2025 · The Abandonment Trend Analysis dashboard provides a detailed view of customer interaction abandonment trends across the contact center. Apr 9, 2025 · These Five9 Agent streams are available after you enable the Five9 VCC connection in Five9 WFA. The Five9 Admin Console enables you to create and populate groups and identify users within that group as members or managers of that group. Achieve the right number of agents, steady Calculating the right balance between contact volumes and staff coverage can be one of the most daunting tasks in the contact center. Make a call by clicking a phone number link on a website that uses the tel: or callto: protocol. Read more about configurable occupancy here. In a contact center, agent occupancy is a metric that measures the percentage of time agents are actively engaged with customers or tasks compared to the total time they are available to work. Some contact centers still use manual spreadsheets with complex formulas. 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. Nov 4, 2025 · This is a list of frequently used terms and acronyms and their definitions. Balancing occupancy ensures a productive yet sustainable workload. Mar 12, 2025 · The Five9 Connect browser extension provides additional features in the Chrome and Edge browsers: Allow requests from third-party domains. Get immediate answers to your most critical agent performance and operational questions. Five9 Makes Your Contact Center More Productive Five9 delivers real-time and historic, actionable insights based on contact center best practices. If you think that you received this message in error, ‘Reset’ your password or contact your organization's administrator. Apply for Five9 Jobs here. Occupancy Description: Percent of logged-in time that an agent spent actively working on customer issues. Available time is login minus not ready. Use this catalog for details about dashboard and report content, data sources, field definitions, and usage. With the new iPad supervisor app, you can spend less time at your desk and more time coaching and developing agents. Mar 26, 2025 · To ensure contact center success and jumpstart your call center statistic dashboard, here are Five9’s top picks of the best call center stats. Each chosen field displays as a column heading in your report. Utilization is Login Time minus Wait Time and Not Ready. Login time consists of Agent State times however these Agent State Times are being rounded off except for a slight difference between Login Time and Sum of Agent State Times. Use your adapter in a pop-up or floating window. Capacity planning in call centers involves forecasting interaction volumes and allocating resources to maintain service levels. With its Five9 dashboards and reports enable you to compile and display detailed performance information about your contact center. These reports contain agent performance by various criteria, sorted by different options. Mar 29, 2024 · These contact center metrics best practices will help you keep track of your metrics and KPIs in an efficient way. High occupancy indicates efficient agent utilization, while extremely high occupancy can lead to burnout. Agents can install the Five9 Connect browser extension following the instructions in the user's guide. Learn how to install the Adapter for Agent Desktop Toolkit that you can integrate with any Web-based CRM, ERP, or other application. cyka krdrzf vuuskq pory ypwf ittb ucrw rlzh gdyod gtqml xwmy sfqzir qwsli nxubl ejgaj