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WorksheetsFive9 System questions
Total questions: 59
Worksheet time: 1hrs 2mins
Before scheduling or calling on a Campaign a Agent should be Pulling up the "Agent Folder, Scripts, Workflows, Documentation guide, and Systems" before changing ststus to "READY" .
FALSE
TRUE
Five9 is used for _________________ in Arkos Health.
to manage both inbound and outbound customer calls, providing features like intelligent call routing, automated dialing, and QA call recording
Telemarketing
inventory management
Please take time to review the Five9 Dispositions Guide. Than explain using atleast 2 complete sentences on "Why" it is important to Disposition every call in Five9.
How do you select Campaign(s) you will be working on in Five9 ?
Select a campaign and check the box of the section in for the campaign in Five9 and then go to "Dashboard"
An Agent is told by a member " to call back tomorrow at 12 noon" please "circle where you would select the disposition?
Which of the following is a feature of the Five9 platform?
Intelligent call routing, automated dialing (including predictive dialing) and Data analysis
It is used for video conferencing.
It is a social media platform.
What is the purpose of a Login with a Station ID in Five9?
To identify the user uniquely in the system
To provide access to the internet
To serve as a backup for data
To enhance the visual interface
Explain the Status options (Ready/Not Ready) in Five9.
Ready means the system is prepared for use, while Not Ready indicates it is not prepared.
Ready and Not Ready are status options in Five9.
Ready and Not Ready are unrelated to system status.
What are the different Icons available in Five9 and their functions?
Icons in Five9 include Call, Chat, and Email icons, each representing different communication modes.
Five9 has icons for Call, Video, and Message, used for various communication methods.
The icons available in Five9 are Call, Message, and Video, each serving a unique function.
Five9 includes icons for Call, Email, and Video, representing different functionalities.
Define Five9 Disposition
Call disconnected =
Differentiate between Automatic and Manual Calls in Five9.
Automatic calls are initiated by the system, while manual calls are initiated by the user.
Automatic calls require user intervention, while manual calls do not.
Both automatic and manual calls are initiated by the user.
There is no difference between automatic and manual calls.
What are Skills / Campaigns in Five9 and how are they used?
Skills/Campaigns in Five9 are tools for managing member calls and interactions.
Skills/Campaigns in Five9 are used for employee training.
Skills/Campaigns in Five9 are used for social media marketing.
Agents utilize Members contact record, when making outbound calls when placing an outbound call or Returning a Members call?
TRUE
FALSE
What are Dispositions in Five9?
Options that define the outcome of a call
A type of customer feedback
A feature for scheduling calls
A tool for monitoring call quality
How does Queue Callback work in Five9?
Queue Callback allows callers to retain their position in the queue and receive a callback when an agent is available.
Queue Callback disconnects the call and requires the caller to call back later.
Queue Callback transfers the call to another department immediately.
Queue Callback provides a recorded message with estimated wait time.
When making an outbound call from the Members contact record it is important to make sure you choose the correct from the drop down ?
TRUE
FALSE
What is the function of Voicemails in Five9?
To record messages when a call is not answered
To provide live customer support
To send automated messages
To track call duration
What does 'Skills' refer to?
hosted by another internet-based company
how the system groups calls
What is ? Options: a) inbound call that has its place held in line and is returned by the next available agent b) agent readiness c) outcome of call
outcome of call
What option should you select according to the instruction in the image?
What is the first step in the Station Setup process?
Enter your assigned Station ID
Select 'Softphone'
Click 'Next'
What should you enter in the Station ID field during the Station Setup process?
Your assigned Station ID
A random number
Your name
The current date
What is the final step in the Station Setup process?
Enter your assigned Station ID
Select 'Softphone'
Click 'Next'
What should you verify about the headphones and microphone according to the instructions?
The brand of the headphones and microphone
The color of the headphones and microphone
The functionality of the headphones and microphone
The price of the headphones and microphone
What is the next step after verifying the headphones and microphone are connected to the same source?
Check the volume levels
Restart the computer
Test the audio output
Update the audio drivers
According to the instruction in the image, what action should you take?
Follow the instruction
Ignore the instruction
Ask for clarification
Take no action
What should you verify before clicking 'View My Dashboard'?
A) All skills are selected
B) All skills are de-selected
C) Some skills are selected
Fill in the blank: Click '______' after verifying all skills are de-selected.
View My Dashboard.
Submit
Cancel
Confirm
Which skill is not selected in the list?
Enrollment - Albacare Care Clinic
Enrollment - Advanced Medical Care
Coaching - MDR English
Enrollment - Abraham Ishayao MD
Enrollment - Baboon and Associates
Which skill is related to a medical center?
Enrollment - Dayton Internal Medicine
Enrollment - Albacare Care Clinic
Enrollment - Abraham Ishayao MD
Enrollment - Advanced Medical Care
Enrollment - Baboon and Associates
Which skill involves coaching?
Enrollment - Albacare Care Clinic
Enrollment - Abraham Ishayao MD
Enrollment - Baboon and Associates
Enrollment - Advanced Medical Care
Coaching - MDR English
Which skill is associated with Cardiac Arrhythmia?
Enrollment - Albacare Care Clinic
Enrollment - Cardiac Arrhythmia
Coaching - MDR English
Enrollment - Advanced Medical Care
Enrollment - Abraham Ishayao MD
Which skill is related to Dayton Internal Medicine?
Enrollment - Advanced Medical Care
Enrollment - Abraham Ishayao MD
Enrollment - Albacare Care Clinic
Coaching - MDR English
Enrollment - Dayton Internal Medicine
Which skill is associated with Abraham Ishayao MD?
Enrollment - Advanced Medical Care
Enrollment - Albacare Care Clinic
Enrollment - Baboon and Associates
Coaching - MDR English
Enrollment - Abraham Ishayao MD
Which skill is related to Advanced Medical Care?
Coaching - MDR English
Enrollment - Abraham Ishayao MD
Enrollment - Advanced Medical Care
Enrollment - Baboon and Associates
Enrollment - Albacare Care Clinic
Which skill is associated with Baboon and Associates?
Enrollment - Advanced Medical Care
Enrollment - Albacare Care Clinic
Enrollment - Abraham Ishayao MD
Enrollment - Baboon and Associates
Coaching - MDR English
Which skill is related to Albacare Care Clinic?
Enrollment - Albacare Care Clinic
Enrollment - Baboon and Associates
Coaching - MDR English
Enrollment - Abraham Ishayao MD
Enrollment - Advanced Medical Care
Which skill is associated with Desert Oasis Medical Center?
Enrollment - Desert Oasis Medical Center
Enrollment - Advanced Medical Care
Enrollment - Albacare Care Clinic
Coaching - MDR English
Enrollment - Abraham Ishayao MD
What does the blue check indicate in the software interface?
After choosing a skill in the software interface, what should you do?
Save the selection
Close the interface
Restart the software
Contact support
True or False: The Five9 platform simplifies office workflows by enabling call routing based on criteria.
True
False
To verify Headphones have connected successfully "3 tones" will be heard when completing Station check.
TRUE
FALSE
How would an agent update their skills to change the campaign they are calling/working in Five9?
An agent can only update their skills 1 time per quarter
An agent can update their skills by accessing the 'Skills' section and de-selecting their skill for the desired campaign and select the updated campaign (check box)
When updating your Campaign skills to aa different campaign you must click "Confirm Changes" ?
TRUE
FALSE
Supervisors and QA will be able to "verify /see" and Agent not ready status?
TRUE
FALSE
Not Ready will only seen upon initial login (i.e. will not show after first call of the day)
FALSE
TRUE
In Five9 when placing an outbound call or returning a call we would need
some calls recorded without member details.
information is optional for calls.
to utilize the contact record, we are making sure that each call we are placing is going to be associated or attributed to that member. (Each call is associated with the member.)
It is the Agents responsibility have all Scripts, Systems, Workflows, Documentation guide up in order to be in the green "Ready" status to receive calls/scheduling?
FALSE
TRUE
When using Five9 an Agent will only place outbound calls using the "Contacts record" to assure all call activity is associated with each member?
FALSE
TRUE
Every call in Five9 must be Dispositioned! Dispositions = outcome of call
False
True
Five9 Dispositions Call disconnected =
Call static
used when call with member is disrupted by no fault of agent
Define Five9 Disposition
Contacted patient =
Define Five9 Disposition
Declined =
Define Five9 Disposition
Language barrier =
Define Five9 Disposition
Left message to call back VM =
Define Five9 Disposition
Rescheduled =
Define Five9 Disposition
Scheduled (appt) =
Define Five9 Disposition
Unable to Leave message (VM) =
Define Five9 Disposition
Wrong Number =
