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Day 8 Five9 Breakout Science

Jesse Jenner

Created on March 24, 2025

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Transcript

Breakout Science

Five9 Escape Room

START

Welcome to the Five9 Breakout Science Escape Room! Make sure to have your NexCEll Notes open and ready to help you DISCOVER A SECRET FORMULA!

GO!

Start With Mission one!

MISSION 01
MISSION 02
MISSION 03
CODE

MISSION 01

Your first mission will be to answer questions about logging into Five9 and Statuses. Good Luck!

START

DRAG THE Statuses TO the correct GROUP. Are you invoiced or not invoiced for each status?

Not Ready

Not Invoiced

Invoiced

Ready

ACW

Deskwork

Break

Continue...

Click Continue after you view results!

view Results

Login Steps For Five9

List the steps of the correct order to log into Five9 and start taking calls.

Open Edge from AppStream VDI

Go Into Ready Status After 3 Beeps!

view Results

Sign Into CRM

Log Into FIve9 Station Check

Open CRM From Bookmark Bar

Log IntoAppStream

Continue...

Click Continue after you view results!

List the correct order to conduct a language line conference call.

Steps For Conference Call

Continue Call With Interpreter/Member

Dial Language LineNumber

view Results

Select Conference Call

Add Participant When Connected

Choose WarmTransfer

Continue...

Click Continue after you view results!

Continue...

The first number of your password is...

MISSION 02

Great Job! YOu completed your first mission. Let's move on to the next one! This will have questions about statuses and functions.

START

To notate a call with your documentation, which icon should you select:

Phone Icon

Paper and pencil Icon

Clock Icon

correct

What status should you go into if you need more time with your ACW notes?

Break

Meeting

Deskwork

What should you not include in your ACW Notes?

Protected Health Information

Call Type

Reason For Call

TRY AGAIN
Continue...

The second number of your password is...

MISSION 03

Great Job! Let's move onto ACW Notes and Dispositions!

START

What is the correct disposition for a consumer registration?

NY CDPAP Inquiry - Personal Assistant Regitration Support

NY CDPAP Inquiry - Transition Specific

NY CDPAP Inquiry - Consumer Registration Support

wHAT IS THE CORRECT ACW NOTE FOR A PERSONAL ASSISTANT REGISTRATION CALL?

CON COMPLETED MOU

PA COMPLETED REGISTRATION

IBC PRC-NY-123456 CI TO REGISTER FOR PROGRAM

THIS IS A CORRECT TEMPLATE FOR A ACW NOTE CALL OUTSIDE OF A REGISTRATION COMPLETED CALL:IBC or OBC (Participant/Employee ID). (What you did solve the Issue).

TRUE

FALSE

EMERGENCY

TRY AGAIN

Continue...

The third number of your password is...

CLICK CONTINUE TO ENTER THE CODE AND COMPLETE THE GAME!

Enter the code to solve escape room!

Enter 3 digit code

Login Steps Order

1. Log Into AppStream 2. Open Edge From AppStream VDI 3. Open CRM From Bookmark Bar 4. Sign Into CRM 5. Log Into Five9. Station Check 6. Go Into Ready Status After 3 Beeps!

Conference Call Steps

1. Select Conference Call 2. Choose Warm Transfer 3. Dial Language Line Number 4. Add Participant When Connected 5. Continue call with Interpreter/Member

Not Invoiced

Not Ready Break

Invoiced

Ready ACW Deskwork