Workforce Management

I am a senior leader and work for a rapidly growing but small company that transitioned to Five9 roughly 6 months ago from the proprietary/internally developed system we used previously.

Currently, we are trying to get some semblance of reporting (we do not have a reporting team or business analysts and will not have access to any for at least 6 more months) I can go over all of the challenges but suffice to say, we dont even have a POC with Five9 and the support they offered in the past was not helpful at all, we had junior trainers who had only been with Five9 for a few weeks so all of our questions were parking lotted and they did not get back to us before our support period expired.

Where I am at now is trying to build out reports using this system. This is NOT my background, I have been a manager for over 15 years in contact centers but have not done any WFM work in over 16 years and then it was mostly manually compiled schedules in Excel based on pre-made service level reports and I have only used NICE IEX at the three much larger companies Ive worked for in that time.

I am hoping this community can point me in the direction of some resources. Does Five9 track who released calls? If so how do I build that report? Is there a database of terms or can I find definitions of certain fields in Five9 Reporting like "Ringing Time" or "Not Ready Time". When I pull reports with those two options the data must be excluding certain information or I must be using it wrong because I have 0's in fields where I can verify directly that agents had used certain Aux states or been not ready, etc.

Any help or direction would be appreciated as I currently have no starting point. If I could just Hire a proper WFM team I would do it but its sadly not within my control at this point.