Overview

Five9 Workforce Management (WFM) is a comprehensive solution designed to enhance the efficiency and effectiveness of contact centers. By integrating advanced forecasting, scheduling, and adherence monitoring, it ensures that the right number of agents with the appropriate skills are available at the right times, thereby improving customer satisfaction and operational performance.

Features and Capabilities

• Multiskill/Multichannel Forecasting:
  • Employs multiple forecasting algorithms to predict call volumes across various channels.
  • Supports inbound, outbound, and blended environments.
  • Offers "what-if" analysis to assess the impact of different scenarios.
• Scheduling:
  • Automates agent scheduling based on preferences or allows agents to bid on schedules.
  • Provides flexible start/stop times and optimizes lunch, break, meeting, and coaching periods.
• Adherence Monitoring:
  • Tracks agent adherence in real-time and over time to ensure schedules are followed.
  • Facilitates quick adjustments to changing business needs.
• Intraday Management:
  • Enables proactive management of intraday activities to align staffing with actual demand.
  • Allows for rapid changes with minimal effort, keeping agents informed through multiple notification channels.
• Agent Portal:
  • Empowers agents with self-service tools to view schedules, monitor adherence, request changes, and receive notifications.
• Mobile Access:
  • Supports Android and iOS devices, providing agents with access to self-service functionalities on the go.
  • Includes absentee and late arrival check-ins, along with alerts and notifications.