Custom Functions

FIVE9 Reporting – SKILL STATISTICS

Log in to the Five9 Reporting page and create a Reporting Folder with the name “2Ring”:

_images/custom-functions-1.png

Casing in the Folder Name is important.

Please make sure that the “Share this folder” option is selected.

Create a New Custom Report with the following configuration:

  1. Data Type

    Select “ACD queue”

    _images/custom-functions-2.png

  2. Report Layout

    Select “Summary Report”

    _images/custom-functions-3.png

  3. Report Columns

    Check the following columns:

    • ABANDONED

    • SERVICE LEVEL

    • SKILL

    • SPEED OF ANSWER

    • QUEUE WAIT TIME

    • TOTAL QUEUE TIME

    • CALLS

    • AFTER CALL WORK TIME

    • HANDLE TIME

    _images/custom-functions-4.png

  4. No need to change anything on Step 4/7 Report Ordering.

  5. Summary Information:

    Select Count and Sum for following columns:

    • Count for: CALLS, ABANDONED, HANDLE TIME, SERVICE LEVEL

    • Sum for: SPEED OF ANSWER and HANDLE TIME

    _images/custom-functions-5.png

  6. Report Grouping

    Order information by: SKILL

    _images/custom-functions-6.png

  7. Criteria

    Configure the Quality of Service

    _images/custom-functions-7.png

    Time Frame configuration will always be ignored, and we will pull in the data for today (since midnight).

The resulting report should look something like this:

_images/custom-functions-8.png

Finally, Save this new report into the “2Ring” Reporting Folder under the name “Skill Statistics”:

_images/custom-functions-9.png

Casing of the Report Name is important.