Agent Logins
This is term for the number you provide to your CSR when they log into Five 9 to take calls for the first time.
What is a station ID?
This is the color you will see in your Five 9 widget to signify your connection is stable.
What is green?
The is the state an agents Five 9 phone must be in to make outbound calls.
What is Available?
This is the website used to create new phone numbers.
What is Service Titan?
This the term for the designation assigned to each agent that signifies the campaigns they receive and the priority.
What is a skill?
This is name of the web browser preferred by Five 9.
What is Google Chrome?
A weak type of this connection is the most common reason for several dropped calls
What is WiFi?
When a CSR's phone is in this state when making an outbound call the call will be sent to voicemail.
What is Not Ready?
This is the important piece of classification information needed when creating a phone number.
What is the campaign name?
Most teams have this number of basic call flows?
That is 3?
This is the name of something you should clear if your agent is having trouble logging in.
What is cache?
This is the name of the cord that is recommended for a stable call connection to each computer.
What is ethernet?
This is another term for the Direct Inward Dialing number that serves as a direct line for phone calls for people or campaigns. Everyone’s is different just like a phone number.
What is a DID?
After creating a phone number but before you can use it this is the process used to have the number added to Five 9.
What is submitting a ticket?
This is the name of the campaign call flow that bypasses the IVR goes straight to the next available agent.
What is LSA?
Uninstalling or reinstalling these can help when and agent is having trouble logging into Five 9.
What are extensions?
Outside of an your internet connection, this is the most common reason that you may experience a dropped call.
What is an issue with the customers line?
When making outbound calls this is most common Five 9 Disposition used.
What is No Disposition?
This is the process each CSM can take to ensure all the phone numbers used are in Five 9.
What is an audit?
This is the name of the campaign call flow where most calls are routed.
What is "Customer Service"?
After you have tried all the other steps you enter this into the Five 9 support chat.
What is a ticket number?
This is the download/upload speed recommended to take calls in Five 9.
What is 100/100?
This is campaign CSR's should never use when making outbound calls.
What is "Apex Do Not Use"?
These are the 2 pieces of information needed when requesting a new phone number added to Five 9.
What is the brand and the campaign?
This is the name of the campaign call flow that has a message stating "this call will be recorded for quality assurance purposes" then skips the IVR to route directly to an agent?
What is PPC?