Five9 Training

FIVE9 TRAINING

July 2021

AGENDA

• Introduction to Five9
• How To Work with Five9
• Salesforce Integration
• Personal Call Queue
• Unavailable Reason Codes and Logging Off
• Troubleshooting

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Introduction to Five9

Introduction to Five9

Benefits of Five9:

• Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results.
• Five9 Plus Adapter for Salesforce integrates the Five9 Cloud Contact Center with your Salesforce.com desktop for Salesforce Lightning
• Initial roll-out will see Five9 incorporated right into Salesforce – like Omni-channel. Future enhancements will allow us to utilize the features of both systems working together.
• Access to Five9’s Help Center and Training documents included in the Control panel once logged into Salesforce and Five9

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Introduction to Five9

1. Log into Salesforce via SSO
2. Click Engage in the bottom navigation bar
3. Enter Station ID and Click Confirm
4. On Station Check step – ensure your Output and Input Sources are accurate.
5. You will hear 3 tones – once these are played thru your Input Source, the Confirm button will become active. Click Confirm.
6. You will be logged in with a Not Ready state

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Introduction to Five9

After your first log in, please make the following update in your Settings:

• Click Settings in your Adapter
• Click General
• Uncheck  Select skills at login
• Click Save & Close

Introduction to Five9

After your first log in, please make the following update in your Settings:

• Click Settings in your Adapter
• Click Automatic Answer
• Uncheck Answer Inbound, Answer Internal, and Accept Voicemail
• Click Save & Close

Introduction to Five9

After your first log in, please update the following Sound Alert settings: New Autodial Call, New Inbound Call, New Preview Call and New Extension Call • Click on the "Settings" in the adapter • Then click Sound Alerts. • You can update Sound alerts from there to prompt the pop up.

Introduction to Five9

1. View Missed Calls
2. Listen to Voice Mail Messages
3. Create and Manage Reminders
4. We will continue to use Slack rather than Conversations
5. We will not use the Do Not Call Feature
6. Help: Reporting Problems, Accessing Training documents and Requesting assistance
7. Customizing Workstation
8. Status of Softphone Connection

Introduction to Five9

1. Interaction State Indicator
2. Click cog to select tiles displayed on the home screen.
3. Processing Calls
4. Average Handle Time
5. Monitoring Call Queues
6. Calls Answered
7. Processing Missed Calls

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How To’s

How To: Incoming Call

To receive calls, your state must be ready for voice. You may receive internal calls from other agents or supervisors, automated outbound calls made by the dialer, and inbound and queue callback calls from contacts.

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How To: Incoming Call

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How To: Incoming Call

With the changes made to settings, you will need to click on Accept to receive the inbound call

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How To: Incoming Call

With the incoming call, Salesforce will look for accounts with the same information

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How To: Incoming Call

• If Salesforce locates the account, you will still need to follow the existing verification process and use CSR to confirm you have the correct account.
• You will still need to create an Inbound Call Case on Salesforce as you have previously
• If Salesforce does not locate an account, you will continue to use the existing verification process with CSR to locate the account. This can occur if the member does not have a phone number on their Salesforce record.
• You will continue as you have in the past with creating an Inbound Call Case on Salesforce as you have previously

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How To: Outbound Call

Placing a call from Salesforce:

• If the Member’s Salesforce record includes a phone number, you can click on the Phone icon next to the number to initiate the call.
• Would encourage you to add any Member phone numbers received to the Salesforce record to assist future call backs
• Clicking on the pencil next to the phone field on Salesforce will allow you to add, edit or remove a phone number

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How To: Outbound Call

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How To: Outbound Call

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How To: Outbound Call

Placing an Outbound call without Member Salesforce record:

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How To: Outbound Call

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How To: After Call

After you have ended the call, you will move into Wrap Mode. Wrap will last for 30 seconds; then you will switch to Not Ready

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How To: Phone Controls

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How To: Phone Controls HOLD

Calls on Hold During a call, click the hold icon when you need to obtain more information before transferring or finishing the call. The icon becomes red. While on hold, your party hears music. The timer indicates how long the caller has been waiting. To take the call off hold, click the button again. When you place a caller on hold, you can perform certain activities, but you cannot start another call.

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How To: Transfer Calls

When appropriate, you may transfer a call to another agent, skill group member, internal or external party, or campaign. Before customers are transferred, they are put on hold. You can transfer a call to a queue that you cannot monitor because, in this case, you select a recipient from your entire address book, which contains all skills and agents. When a call is transferred to you, process it as you would any other call. After you complete your part of the call, assign a disposition. You can transfer a call in one or two steps:

• Two-step (warm or attended) transfer: select Initiate transfer to speak briefly with the recipient before disconnecting yourself from the initial party and transferring the call.
• One-step (cold or blind) transfer: select Mute transfer to disconnect yourself immediately from the initial party and transfer the call at the same time. During a one-step transfer, the customer hears everything before the recipient answers the phone, such as ringing, music on hold, and voicemail.

When a transfer is not completed, such as when the recipient is not available, the call is returned to you and parked. You then need to complete the call appropriately by transferring it to another recipient or to voicemail or by retrieving the call. Muted calls are no longer muted when you transfer them. NOTE: Preference is for all transfers made to another internal campaign be done via Warm Transfer.

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How To: Transfer Calls

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How To: Transfer Calls

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How To: Transfer Calls

Most Transfers will be based on Skills rather than an individual. For HomePay: HP-Consulting For Payment Team (SL): MC Payments For Care@Work/BUC:

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How To: Reminders

Scheduling Reminders At any time, you can modify the information or delete the scheduled call. You may schedule callback reminders during a call, between calls, and while processing a voicemail message. The process is the same.

1. Reach the New Reminder window.
2. During calls & while processing voicemail message:
3. Click the Reminder icon > New Reminder.
4. Between calls:
5. Click Reminders in the home window > New Reminder.
6. Complete the fields.
7. Name or number: If you schedule a reminder during a call, the caller’s information is automatically entered in the field. Otherwise, you may use the keypad, the contact database, or you may enter a name or number directly in the field.
8. Date and time for the call: You can change the default date and time manually or by using the calendar.
9. Optional comments (maximum 250 characters).
10. Click Save

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How To: Reminders

• Create a reminder to make a call back
• View Reminders in Control panel
• Click on Reminder to view details

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Completing Reminders

• Click on Reminder from the Reminder list
• Can Edit or Mark Complete
• Can make call from Reminder
• Can Delete the Reminder

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Salesforce Integration

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Salesforce Integration

• On the Activity tab on a Member’s Salesforce Record, you can view the call log – this provides confirmation of the date/time of the call. Note the log does not replace a Salesforce case; you will still need to document the call as you have previously.

Salesforce Integration

As you have already seen, Five9 is integrated into Salesforce. There are some process changes we need to discuss:

• You will still need to create a Salesforce case for new Inbound Calls
• If it is a call from a “non-member” you should continue to create a Salesforce case including the phone number in the subject line
• If the call (inbound or outbound) is related to a prior Call/Salesforce (new, on hold or Escalated) case, you do not need to create a new Salesforce case. You will update the existing Salesforce case to document further discussions and actions via case comments. You will also use the Log a Call feature to note that the call occurred.

Unavailable Reason Codes & Logging Off

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Logging Out

Troubleshooting

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Troubleshooting

For a better performance of the tool, you can consider clearing your cache by following the process below:

1. Press the keys [Ctrl], [Shift] and [del] on your Keyboard. ...
2. Select the period "since installation", to empty the whole browser cache.
3. Check the Option "Images and Files in Cache".
4. Confirm your settings, by clicking the button "delete browser data".
5. Refresh the page.

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Questions and Resources

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Questions and Resources

• Five9 University - Plus Adapter for Salesforce Lightning Experience – Agent
• Agent Guide is accessible via Help on the Adapter

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Thank You