Five9 is a powerful cloud contact center platform packed with robust tools, yet many businesses barely scratch the surface of its capabilities. While most teams rely on basic call routing, auto-dialers, and IVR systems, several underrated features built into the platform can dramatically improve agent performance, customer experience, and ROI.
Here are five hidden gems in Five9 that your team is likely overlooking, along with precisely why you should start using them.
1. Whisper Coaching & Barge-In for Real-Time Agent Support
Whisper Coaching enables managers to communicate directly with agents during live calls, without the customer being aware of their conversation. It’s perfect for on-the-fly training, compliance checks, or supporting new hires in a live environment without disrupting the workflow.
Barge-In gives supervisors the ability to join any call instantly if it starts going sideways. This is a game-changer for saving deals, de-escalating angry customers, or stepping in to support complex inquiries.
Together, these features can transform how you coach and manage your frontline team. Instead of relying solely on post-call reviews, you can offer real-time corrections, confidence boosts, or strategy pivots during the conversation.
2. Disposition Triggers That Automate Next Steps
Call dispositions are often viewed as a means to log call outcomes, such as “Left Voicemail” or “Interested – Follow Up.” However, in Five9, disposition codes can be leveraged as powerful triggers for automation.
For example, a disposition like “Send Quote” can automatically trigger an email sequence or assign a follow-up task in your CRM. Another option, such as “Demo Scheduled,” can be used to tag the contact and update the deal stage.
By linking dispositions to automated actions, you reduce manual follow-ups, streamline workflows, and enhance consistency across your sales or support processes. It ensures no lead falls through the cracks and agents spend less time on repetitive admin work.
3. Call Back Options That Eliminate Wait Time Frustration
Nobody likes waiting on hold. With Five9’s Call Back feature, customers can opt to receive a call later instead of sitting in a queue. They enter their phone number and either stay in line or choose a more convenient callback time.
This small tweak in your call flow can have a massive impact on customer satisfaction scores (CSAT), abandonment rates, and agent morale. It also allows you to manage peak hours more effectively without requiring additional headcount.
If your call center experiences long hold times, enabling Call Back Options is one of the fastest ways to improve your customer experience overnight.
4. CRM Screen Pop Customization for Cleaner Workflows
Five9 integrates with major CRM systems, including Salesforce, Microsoft Dynamics, and Zendesk. But what many teams don’t realize is that the screen pop interface can be fully customized to show only the most relevant fields for each type of call.
Instead of overwhelming agents with all contact details, you can tailor the pop-up to display only what’s necessary, such as account status, ticket history, or past interactions. For example, a support call might prioritize service history, while a sales call might focus on the deal stage or recent activity.
Streamlined screen pops reduce average handle time, enhance call personalization, and enable agents to focus on what matters most without having to dig through cluttered CRM tabs.
5. Performance Dashboard Templates That Go Beyond Reporting
Five9 comes with a suite of pre-built dashboard templates designed for various roles, including sales leaders, QA managers, and support supervisors. However, many teams overlook them or fail to tailor them to align with their KPIs.
These templates are more than just reports; they are comprehensive tools for analysis and data interpretation. They provide real-time views into agent productivity, call quality, first-call resolution rates, and other key metrics. You can adjust filters, add widgets, or integrate external data sources to make them actionable and more effective.
Having role-based dashboards keeps your team focused on the right metrics, supports coaching efforts, and helps you spot trends early. Customized dashboards can also be used to create gamification or incentive programs for agents.
You’re Already Paying for These, Use Them
Every feature listed above is already included in your Five9 plan or can be made available with minimal configuration. Ignoring them is like owning a sports car and never shifting out of second gear.
By enabling Whisper Coaching, Call Back options, or customizing your dashboards, you unlock more value from your platform investment and dramatically improve both team efficiency and customer experience.
FAQs
How do I enable Whisper Coaching and Barge-In in Five9?
You can activate these features from the Supervisor Console. Your admin can assign permission roles that allow managers to whisper or join live calls in real time.
Can I automate emails or tasks based on the outcomes of calls?
Yes. Disposition triggers in Five9 can be connected to workflows that send automated emails, create CRM tasks, or move contacts into different engagement stages.
How do Call Back options work with Five9 queues?
Customers can opt for a call back when wait times are high. Five9 holds its place in the queue or schedules a future call, reducing drop-offs and improving satisfaction.
What is a screen pop and how do I customize it?
A screen pop is the information that appears when a call connects. With CRM integration, you can configure it to display key contact fields based on the type of call or campaign.
Are performance dashboards customizable in Five9?
Absolutely. You can use Five9’s built-in templates or create dashboards from scratch. Customize widgets, filters, and layouts for specific roles, such as team leads, QA specialists, or executives, to enhance productivity and efficiency.
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