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Voice
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Total callsiTotal callsTotal number of call attempts received or made in the selected period, including answered, abandoned, and IVR-only calls.Source: Five9 Call Center Performance
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AnswerediAnsweredCalls connected to a live agent, with talk time over zero. Inbound: any call an agent handled counts, whatever disposition they recorded. Outbound, Preview and Manual: a dial counts only when a person was reached, so dispositions such as No Answer, Left Message, Unable to Leave a Message, Voicemail and No Dial do not count (their recorded talk time is usually just ringing). Abandoned calls, voicemail, declined calls and calls with no agent never count.Source: Five9 Call Center Performance Metrics
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AbandonediAbandonedCalls where the caller gave up before reaching a live agent: the ABANDONED=1 flag, an abandon disposition, or on inbound calls "No Answer" and "No Disposition". An outbound dial that nobody picked up is not abandoned; it is counted as not reached, shown under this card. High abandonment signals long queue times or IVR friction.Benchmark: Target < 5%Source: Five9 Contact Center Statistics
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Answer rateiAnswer ratePercentage of total calls answered by a live agent, as defined under Answered. Calculated as: Answered ÷ Total × 100. Total includes calls that are neither answered nor abandoned, such as voicemail and calls with no agent, so they lower the rate.Benchmark: Target ≥ 80%Source: Five9 Contact Center Statistics
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Avg ASAiAvg ASAAverage Speed of Answer — the average time a caller waits in queue before an agent picks up. In Five9 this is the QUEUE WAIT TIME field. Excludes IVR time. Per Five9: "represents the average time an agent takes to answer inbound calls, excluding the time spent in IVR or in the queue."Benchmark: Benchmark ≤ 28s; ideal < 20sSource: Five9 Healthcare KPIs (five9.com)
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Avg AHTiAvg AHTAverage Handle Time — total average time per call including talk, hold, and after-call work. Per Five9: "equal to ATT plus wrap-up and/or hold time." Measures overall agent efficiency per interaction.Benchmark: Benchmark 6–10 min (industry avg ~6m 10s)Source: Five9 Call Center Performance (five9.com)
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Avg holdiAvg holdAverage duration customers are placed on hold during an answered call. Maps to HOLD TIME in Five9 exports. SQM research shows customers placed on hold have measurably lower CSAT.Benchmark: Benchmark < 55s avg; hold usage < 35% of callsSource: Five9 / SQM Group
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Service leveliService levelPercentage of inbound calls answered within the speed-of-answer threshold (20 seconds unless your workspace sets its own), worked out the way Five9 does it: answered within the threshold ÷ (all answered + calls that gave up after waiting at least the threshold). Calls that gave up sooner, outbound calls and voicemail are left out. The industry-standard "80/20 rule" asks for 80% within 20 seconds.Benchmark: 80% answered within 20 secondsSource: Five9 Call Center Performance (five9.com)
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answered in time
FCR rateiFCR rateFirst Call Resolution, measured on answered inbound calls: the % where the same customer (ANI) did not call in again within 24 hours. Outbound calls such as outreach and confirmations are not counted. Per Five9: "if the customer does not call back about the same problem for a certain period of time, it is a successful resolution." Shows a dash when there are no answered inbound calls, or none has a caller number stored. Calls without a caller number are left out, not assumed resolved.Benchmark: Industry avg 70–79%; world-class ≥ 80%Source: Five9 Call Center Performance (five9.com)
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inbound calls only
Avg ACWiAvg ACWAfter-Call Work (Wrap-Up) — average time agents spend completing tasks after a call ends: updating CRM, logging dispositions, adding notes. In Five9, this is the AFTER CALL WORK TIME field. Per Five9: "time spent while an agent processes customer requests while not speaking to a customer."Benchmark: Target < 60 secondsSource: Five9 Call Center Performance (five9.com)
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after-call work
Occupancy rateiOccupancy ratePercentage of logged-in time agents spend actively on calls or in ACW vs. waiting. Calculated as: (Talk + Hold) ÷ (Talk + Hold + ACW) × 100. Per Five9: "aim for 75–85% for optimal agent performance." Above 90% risks burnout; below 70% indicates under-utilization.Benchmark: Target 75–85%; max 90%Source: Five9 Healthcare KPIs (five9.com)
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target 75–85%
Repeat caller rateiRepeat caller ratePercentage of answered inbound calls from a phone number (ANI) that appears more than once in the period. A proxy for unresolved FCR — customers calling back about the same issue. The caller is identified by a one-way code made from the ANI (the caller's number in Five9's ANI column); the number itself is not stored. Outbound calls are not counted.Benchmark: Target < 20%; correlates inversely with FCRSource: Five9 Contact Center Statistics (ANI field)
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same caller
Hold usage rateiHold usage ratePercentage of answered calls where the caller was placed on hold at least once (HOLD TIME > 0). Per SQM Group research cited by Five9: customers placed on hold show significantly lower CSAT and FCR than those never placed on hold.Benchmark: Benchmark < 35% of answered callsSource: Five9 / SQM Group Performance Standards
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calls placed on hold
Industry benchmarks
Service level 80% in 20s
ASA ≤28s
AHT 6–10 min
Abandonment <5%
FCR 70–80%
Occupancy 75–85%
Transfer rate <15%
Hold usage <35%
💡 Smart Insights
🤖 Automation Opportunity Analysis
Based on your voice call data, here are the highest-impact areas for automation. Each opportunity is scored by volume impact and implementation ease.
🤖 Automation Opportunity Analysis
Based on your voice call data, here are the highest-impact areas for automation. Each opportunity is scored by volume impact and implementation ease.
Automation candidates by disposition
Voice calls by disposition — automation potentialiVoice calls by disposition — automation potentialShows call volume broken down by final disposition. Dispositions with high volume and simple outcomes (e.g. "Call Ended", "Sent to Voicemail") are the best automation candidates — these calls follow predictable patterns that IVR or self-service can handle without a live agent.
⏱ Peak hour volume — best times to deploy automationiPeak hour volumeShows call volume by hour of day — the busiest hours are the best candidates for deploying automation (IVR self-service, chatbots, callbacks). Automating peak hours reduces queue pressure and improves service level without adding headcount.
📋 Campaign-level automation scoringiCampaign-level automation scoringScores each campaign's automation potential based on volume, abandon rate, AHT, and transfer rate. Higher score = stronger case for automation investment. Use this to prioritise which campaigns to target first with IVR improvements or self-service options.
| CampaigniCampaignThe Five9 campaign name. Each campaign typically represents a specific product line, region, or call type routed to a dedicated agent group. | VolumeiVolumeTotal number of calls handled by this campaign in the selected period. Higher volume campaigns have more to gain from automation — even a small containment rate saves significant agent time. | Abandon rateiAbandon rate% of calls that disconnected before reaching an agent. A high abandon rate signals callers are giving up due to long wait times — a strong indicator that self-service or callback automation would reduce frustration.Benchmark: Target < 5% | Avg AHTiAvg AHT (Average Handle Time)Average time per call including talk, hold, and ACW. High AHT campaigns benefit most from automation that handles simple queries — freeing agents for complex calls that genuinely need human attention. | Transfer rateiTransfer rate% of answered calls transferred to another agent or queue. High transfer rates indicate poor routing — smart IVR or skills-based routing automation can reduce unnecessary transfers. | Automation scoreiAutomation scoreComposite score (0–100) calculated from volume, abandon rate, AHT, and transfer rate. Higher = stronger automation candidate. Scoring logic: high abandon rate (+30pts), high AHT (+25pts), high volume (+25pts), high transfer rate (+20pts). Scores are normalized across all campaigns. |
Recommended actioniRecommended actionSuggested next step based on the automation score: • Add smart IVR routing (score 60+): High priority — implement self-service or improved routing • Monitor & optimize (score 40–59): Good candidate — review call drivers and consider targeted automation • Low priority (score <40): Already performing well or too low volume to justify investment |
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📈 Workspace history
Built from the calls stored in this workspace, whether uploaded in Admin, Data Loading or pulled
from Five9. This never calls Five9, so it costs nothing and cannot time out. Forecasts get more
reliable as the history deepens.
Loads by itself when you open this tab, and reloads once newer calls arrive.
No voice data loaded
Upload a voice call log in Admin, Data Loading to generate forecasts from your own call history.
Call volume forecast & staffing plan
Erlang C model · Historical day-of-week weighted average · Shrinkage-adjusted headcount
⚙ Forecast parameters
% in
sec
85%
30%
📈 Predicted call volume by interval
👥 Agents required by interval
⏱ Service level & occupancy heatmap by interval
📋 Interval staffing plan
Methodology:
Predicted volume uses a day-of-week weighted average from your historical call log — each interval's share is based on its proportion of total calls on the same weekday.
Agents required calculated via Erlang C queuing model. Scheduled agents = Erlang C agents ÷ (1 − shrinkage%).
Traffic intensity (Erlangs) = calls per interval × AHT ÷ interval seconds.
⚠ Forecast accuracy improves with more historical data. Minimum recommended: 4 weeks of the same weekday.
Agent names are hidden for your role, so people appear as Agent plus a code. Team figures are unaffected. A workspace administrator can change this.
No voice data loaded
Upload a voice call log in Admin, Data Loading to generate reports.
Performance
Agent leaderboard · Week-over-week KPI comparison · PDF export
📈 Week-over-week KPI comparisoniWeek-over-week KPI comparisonCompares all key metrics between two selected weeks. Green ▲ = improvement, Red ▼ = decline. Use this to quickly spot whether performance is trending in the right direction — e.g. is AHT going down? Is answer rate improving? Select any two weeks from your loaded data using the droppers on the right.
Compare
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🎯 Performance targets
🟢 Meeting all targets · 🟡 Missing 1 target · 🔴 Missing 2+ targets · Leave blank = no target for that metric
🏆 Agent leaderboardiAgent leaderboardRanks agents by weighted score. Adjust the weights on the right to change ranking priority. Click any row to see the agent's week-by-week trend. Use the goals button to set targets and flag underperforming agents.
Goals active
Sort weights:
Answer rate
AHT
FCR
Calls
📈 — week-by-week trend
Calls & Answer rate
AHT & ACW (seconds)
📝 Coaching notes
✓ Saved
Coaching framework
Goal-setting framework: each element makes the target concrete and time-bound.
Coaching conversation model by Sir John Whitmore — guide the agent from goal to committed action.
Solution-focused model — builds on strengths and measures progress on a 1–10 scale.
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Agent comparisoni
Agent comparison Select any two agents to compare their metrics side by side. Useful for coaching conversations, identifying performance gaps, or benchmarking a new agent against a top performer. All metrics are from the currently filtered date range.
Switch to Period vs Period to compare the same agent across two different date ranges — e.g. this month vs last month.
Switch to Period vs Period to compare the same agent across two different date ranges — e.g. this month vs last month.
vs
Period A
VS
Period B
Same agent as Period A
Select agents above to compare their performance side by side.
📋 Config Summary Export
All recommended configuration values. Copy into a TAC case or internal ticket.
🎫 Five9 TAC Case Template
Pre-filled case description for Five9 Support portal.
🔍 Select Concern(s)
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📉
Low Connect Rate
Calls not reaching live parties
✓
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High Abandon Rate
Exceeding FCC 3% threshold
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Spam / Carrier Blocking
Numbers flagged, calls blocked
✓
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Dead Air / Short Calls
Silence on connect, calls <9s
✓
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AMD / Call Analysis Issues
False positives killing live calls
✓
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List Exhaustion
Campaign stalls, out of records
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Low Agent Occupancy
Agents waiting too long
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No Agent Available Drops
Contacts answered, no agent ready
Campaign Context (Optional)
✅ Campaign Setup Audit
Proactive checklist to validate an outbound campaign before it goes live — or when troubleshooting recurring issues.
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⚙️ Workspace Admin
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Getting started
Team & Users
Add people to this workspace and set what each of them can see.
| Name | Role | Campaigns | Last login | Actions | |
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Data Loading
Start here. Upload your Five9 Call Log export first, then the Agent Login/Logout export if you have it. Each one appears on its tab as soon as it is saved.
Files uploaded here are saved to your workspace and shown on the dashboard straight away, and they are still there the next time you sign in. This is the only place to upload data.
↻ Five9 API
Runs your Five9 Call Log report — no CSV export needed. Records are de-duplicated,
so overlapping pulls are safe. Load saved charts what has already been pulled,
including anything the scheduled sync collected while you were away.
↻ Five9 API
Runs your Five9 Agent Login-Logout report. Each shift is stored separately, so
re-pulling an overlapping range updates rather than duplicating.
Load history
| When | Source | Type | Window | Rows in | New | Status | Message |
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Scheduling add-on
Service level
How quickly an inbound call must be answered to count as meeting your service level. Copy the value from Five9’s Domain Settings so this dashboard agrees with Five9; if you have not changed it there, it is 20 seconds. Each campaign’s calls are held to that campaign’s own threshold if you set one below, and to this one otherwise.
seconds (5 to 300)
Campaigns with their own threshold
Export your data
Download everything held for this workspace as CSV files, whatever your plan: each file below is the whole history, not what is on screen. Coaching notes stay in your browser; export them from the Coaching Notes panel.
Call outcomes
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Five9 Integration
Not configuredConnection
The account must have the Supervisor role, “Execute Web API requests (legacy)” enabled,
and must have signed into the Five9 Supervisor web app at least once to set its security questions.
API-only users cannot be used. A domain only answers on its own data centre.
Call log report — feeds the dashboard and forecasting
Attendance report — feeds the Attendance tab
Attendance is one row per agent per day, so it runs hourly over a two-day window — that also
closes shifts that were still open when the previous run happened.
All four names are case-sensitive and must match your Five9 language exactly.
Report times are always returned in Pacific Time and converted on import.
Five9 advises against frequent runs — reports are not built for real-time data, so the minimum is 5 minutes.
Separate reporting login (recommended)
Reporting currently uses the same Five9 login as the rest of the connection. Five9 allows one session per user, so each report run signs out anyone already logged in with those credentials — including your own team. Give reporting its own Five9 user.
Pull from Five9
Workspace Branding
Viewer access
Add user
Limits the calls, agents and attendance this person can see.
Agent names are hidden for your role, so people appear as Agent plus a code. Team figures are unaffected. A workspace administrator can change this.
No attendance data loaded
No attendance has been saved for this workspace yet. A workspace admin can upload an Agent Login/Logout CSV in Admin, Data Loading.
Agent attendance
Sessions
| Login | Logout | Duration |
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