{"id":1491,"date":"2021-12-09T20:50:47","date_gmt":"2021-12-09T20:50:47","guid":{"rendered":"https:\/\/zeronarketistg.wpengine.com\/?p=1491"},"modified":"2022-07-14T18:33:43","modified_gmt":"2022-07-14T18:33:43","slug":"make-five9-reports-work-for-you","status":"publish","type":"post","link":"https:\/\/zeromarketingwaste.com\/make-five9-reports-work-for-you\/","title":{"rendered":"Make Five9 Reports Work for You"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"1491\" data-post-id=\"1491\" data-obj-id=\"1491\" class=\"elementor elementor-1491 dce-elementor-post-1491\">\n\t\t\t\t\t\t<div class=\"elementor-inner\">\n\t\t\t\t<div class=\"elementor-section-wrap\">\n\t\t\t\t\t\t\t\t\t<section data-dce-background-overlay-color=\"#000000\" data-dce-background-image-url=\"https:\/\/zeromarketingwaste.com\/wp-content\/uploads\/2021\/12\/THUMBNAILS-TEXT-101.png\" class=\"elementor-section elementor-top-section elementor-element elementor-element-198e70f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"198e70f\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-613af09\" data-id=\"613af09\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1fcd28c elementor-widget elementor-widget-heading\" data-id=\"1fcd28c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.7.8 - 02-10-2022 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h1 class=\"elementor-heading-title elementor-size-default\">Make Five9 Reports Work for You<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7b54d20 elementor-widget elementor-widget-text-editor\" data-id=\"7b54d20\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.7.8 - 02-10-2022 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#818a91;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#818a91;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1cd496f elementor-align-center elementor-widget elementor-widget-button\" data-id=\"1cd496f\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a href=\"https:\/\/calendly.com\/1leg\/vicsun?month=2021-10\" class=\"elementor-button-link elementor-button elementor-size-md\" role=\"button\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Schedule a Conversation With Our Team<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ffb319d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ffb319d\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-403fbea\" data-id=\"403fbea\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-639245b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"639245b\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-d16411e\" data-id=\"d16411e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-68498db elementor-widget elementor-widget-text-editor\" data-id=\"68498db\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p>Nearly every aspect of your contact center can be quantified&#8211;number of calls per hour, contact per hour, per day, conversions per minute. We can quantify a call center\u2019s metrics by nearly infinite combinations of action\/time metrics. We often see tools in Five9 misused or underutilized by our clients\u2014only because they are not aware of the aspects\/reports available by the platform out-of-the-box. Without a successful metric to track the success or failure of interactions, the system will be set to atrophy and fail. Companies must constantly be working to improve or at least assess the progress in the call center to improve. We have come up with many new ways to improve existing reports and use key metrics to better track client performance to improve their contact center\u2019s connection rates.<\/p><p><strong>When was the last report you innovated for your contact center?<\/strong><\/p><p>Out-of-the-box, Five9 has many reports that can be helpful in creating KPI\u2019s that show your teams\u2019 abilities and where they can improve. The numbers don\u2019t lie. There are key moments that add up in a day and it sounds crazy to notice them add up as quickly as they do. We had an instance where a client was not paying attention to time that agents spent previewing phone calls and writing notes after a phone call. The results were insane.<\/p><p><strong>Clients were losing hours on the scale of one full-time caller a week.<\/strong><br \/><br \/>In one instance, we created a report that quantified the amount of time agents spent before their calls. We learned that hours were spent waiting for the next call to come in. If an agent makes 120 calls in a day, maybe they average a contact rate of 10 calls an hour that answer the phone. It does not take three minutes to disposition a voicemail. Therefore, it\u2019s absolutely crazy to see people off-ready and also spending up to an hour a day of time waiting for the next call or dispositioning the previous calls. When managing a call center, it wouldn\u2019t be uncommon in a room of 10 callers to lose out on nearly 40 hours a week of time that callers spend waiting for the next call to happen.<\/p><p><strong>How can we fix it?<\/strong><\/p><p>For the client previously mentioned, we carefully crafted reports that worked to show how each caller could improve. We shared these reports with the call center manager to make the necessary changes to company policy, resulting in more calls per hour and as a result a call center showing more success. The numbers don\u2019t lie. You are wasting time by NOT using the tools available through Five9, LeadPerfection, or any other software that tracks user data. It\u2019s not uncommon to see our clients ignore or never use the different software to be able to better plan for the next performance review.<\/p><p><strong>How can OneLeg help you improve your call center today?<br \/><br \/><\/strong><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-424f7df\" data-id=\"424f7df\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-908c637 elementor-widget elementor-widget-heading\" data-id=\"908c637\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Sign Up For <br>Tips & Tricks<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-486d313 elementor-widget elementor-widget-template\" data-id=\"486d313\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"section\" data--id=\"0\" data-obj-id=\"0\" data-elementor-id=\"1197\" data-post-id=\"1491\" data-obj-id=\"1491\" class=\"elementor elementor-1197 dce-elementor-post-1491 e--0\">\n\t\t\t\t\t<div class=\"elementor-section-wrap\">\n\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-142c298 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"142c298\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div 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