Five9 & Dispositions
What are the four steps needed to transfer a call?
(Step 1) Click on the Transfer button to bring up the Transfer to window. (Step 2) Once we are at the Transfer Window, type 1-866-822-1766 in the search bar. (Step 3) Set the transfer type as WARM & when prompted, select option #2 for existing cx and complete the transfer.
In the Sales Department, what are the Not Ready AUX States we use on the Five9 dialer?
Break, Meal, Emergency Time, Training and Meeting
What is the fastest way to disposition a call?
By typing the first few letters of the disposition in the search bar
The _______ disposition is used when the cx requests us to call them back.
Callback
What should we do if we don't hear the 3 tones in our ear when setting up our stations?
Change the audio devices and restart the station
What's the last step to complete the logout process, after we have selected the correct logout state?
Click Confirm
After making a selection to transfer a call, what is the last step needed to finalize the process?
Click on the Complete Transfer button
This disposition is only used when we service established service for the customer via our admin system. When Admin populates a confirmation page, we've successfully closed a deal with a customer.
Closed Won
What should we do once we have helped our customer and our call has ended?
Disposition the call as quickly as possible
How do we reset our Five9 passwords?
Five9 passwords can only be changed by an administrator. If you need your password reset, contact your Team Lead for assistance.
When we are unsuccessful in closing a sale, what are the required steps to disposition the call?
Initially, the call is dispositioned via the Order Loss Reason in Admin, then save the work order. Afterward, disposition the account within Five9.
What can be located under the Interactions Tab?
Interaction notes and Admin URL
If we are unable to pitch our services, the cx didn't allow us to explain how services work. They've mentioned they're not interested in being contacted further, or they hang up before we say anything. What should we disposition the call as?
Not Qualified Refuse Contact
When going to lunch, what is the correct state that should be used in Five9?
Not Ready - Meal
When attending a meeting and 1-1s, what is the correct state that should be used in Five9?
Not Ready - Meeting
When ending a shift, where is the logout option located?
On the top right-hand side of the Five9 screen
When receiving a call, once we've copied the complete Admin URL, what should be our next step?
Paste the URL in a new tab on your browser window.
The_____________ disposition is used when the cx requests a service we do not offer on the main platform. Remember, if Lead Selling is Active, we'll send an SMS message to receive further assistance.
Services Not Offered
When setting up our stations, what station type should we select?
Soft phone
When checking our stations during the login process, what must we be sure to double-check before clicking View My Dashboard?
That the headset we are using is on both the Speakers and the Microphone.
When do we use the Out of Area disposition?
The calendar on the work-order reflects only Red Days + no price = Out of Area
What is located within the Voice Interaction box?
The phone number, the call type, the customers market area, zip code and the Admin URL
What MUST we do when going to break, besides selecting the Break AUX?
We inform everyone that we're going to break in the sales-breaks channel on Slack.
When do we use the Insufficient Capacity disposition?
When the work-order calendar reflects only Red Days + Price = Insufficient Capacity
What indicates that we are in the Break AUX?
When we see the Red Break Status on the dialer
