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WFO Modernization

Product, UX & UI Design - 2021 - 2022

Five9 is a iPaaS solution for the call center space, that provides a one-stop shop for companies of all sizes to be able to create and scale their remote call-center experience and manage it all from one centralized user experience and interface. The piece of this massive project that I was tasked to work on was the WFO (Work Force Optimization) product offering, and while this was a stand-alone offering it also had to look and feel consistent with the rest of the product line up to the current design system standards. In addition to creating new components, we were able to create the entire end-to-end experience for all 3 end user roles (Administrator, Supervisor, Evaluator/Agent).

Utilizing a third-party integration for Dashboard and Reports

Part of the challenge of bringing all of the pieces together for all of the user personas, was to also create a Dashboard experience that would be utilized by all user roles, but different roles would have limited permission to access, editing, and filtering options available only to the higher level admin roles. Five9 integrated with Looker (Google) for the data visualizations, and reports, but the task was to still make the integration feel native to the application, and not like an iFrame just placed on the screen. Working closely with the Looker team, and ideating visuals based on charts, and graphs that were available and customizable, we were able to craft a user Dashboard, that accomplished informing all roles of outstanding work, but also giving never before seen insight into their personal performance.


Dashboard view from the Agent's perspective

Snapshot of the Agents performance keeps key information at-a-glance

Advanced features available to Admin and Supervisor level roles, allow for a Supervisor to calibrate and manage various interactions and hand select a test group to perform said calibrations. The work flow process allows for the Supervisor at a high level to view the Status, start and end dates, and even agents assigned to the calibration. It's the simplifying of complex and abstract workflow processes that made this particular work flow challenging, since what is being seen here is only the surfacing of the deeper and richer information inside each calibration. 

Calibration _ Create New.png

View from Admin/Supervisor perspective where Calibration Rules on Interactions are created

Evaluators and Supervisors can view evaluations on any given interaction

The WFO product offers Supervisors, and Evaluators the opportunity to review interactions, but also to score or "evaluate" an interaction based on any given number of evaluation templates that exist in the wild. The idea of course is to evaluate a given interaction by the scoring criteria of the evaluation. An interaction can have several Evaluations, although not typically more than a handful, and each Evaluation can be in a different state, with some also being tagged "Calibration", which means that this given Evaluation is being used for Calibration purposes. Interactions can have audio, video, transcript, and  additional options that can be observed.

Individual Event with Evaluations.png

Inside any given Interaction there can exist a number of Evaluations and Annotations on the event

Virtually observe Agents, and be able to record for review

One of the numerous features that WFO offers is the ability to observe an agent, perhaps to note where they are struggling or areas that could improve. This powerful feature allows events to be recorded based on triggers that can be adjusted by filters, meaning the process of picking the events to record and later review can all be automated on a users' sentiment for instance.

Live Panel - Non-Agent - 33.png

Fullscreen view of Agents virtual desktop with option to record enabled

Additional Screenshots

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