Read this first, then open the demo and click everything. The demo is a real workspace with generated data — nothing you do there affects anyone, and it rebuilds itself every night.
Where you land. The health of the whole operation on one screen, for whatever period the filter bar is set to.
The four numbers across the top are the ones a contact centre is usually judged on. Each carries its movement against the previous period, so you can tell a bad day from a bad trend.
Sits above every tab and drives all of them at once. Change it here and the Agent, Attendance and Forecasting views follow.
Changes are staged rather than applied as you type — pick an agent, a date range and a time window, then commit them in one go.
Per-person handle time, after-call work, transfers and dispositions. Sortable, so the outliers surface without hunting.
Supervisors see only the campaigns assigned to them. An ops manager decides who covers what, so a team lead is not browsing another department's numbers.
Erlang-C staffing built from your own interval volumes, half hour by half hour. It answers "how many people do I need at 2pm on a Tuesday" rather than "how busy were we".
It reads history already collected and never calls Five9, so it is instant and cannot fail on a report limit.
Login and logout patterns by day, week and month, from the same Agent Login-Logout report your Five9 already produces.
One row is one shift, not one day — so an agent who logs in four times is four sessions, which is what makes total logged-in time and break patterns correct.
Two ways, and they produce identical numbers.
On a paid plan, connect your Five9 account once and it collects on a schedule. On the trial, export the same two reports from Five9 and drop the CSVs in.
The demo is a real workspace with generated data. Break whatever you like — it rebuilds itself every night at 3am.