Management:
Step 1: Verify that Agent has completed all Troubleshooting below
- Browser Troubleshooting
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Agent Rebooting Computer is allowed
- To avoid any disruption to coverage or productivity, we ask that any restarts during working hours be approved by management first.
- That said, feel free to reboot your computer outside of working hours as needed, doing so won’t interfere with your ability to take calls.
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Confirm that the uptime screenshot reflects proper requirements
- A fresh reboot means the uptime should be from the same day, usually under 1 hour if the screenshot was taken soon after login.
- It should not show something like 1 day, 2 days, or longer.
Step 2: Complete Internet Troubleshooting
- Confirm internet service is functional if not conduct standard internet troubleshooting.
- If using Wi-Fi, Five9 will not function reliably, the employee must switch to an ethernet connection.
- If already using an ethernet connection, make sure the ethernet cable is working.
- Confirm Performance requirements
- Check internet speed
- Google “internet speed test”
- Check internet speed
- Ensure that your internet speed matches the indicated below
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One person working at home + no one downloading things at home during work hours:
- Upload: 10 MBPS
- Download: 30 MBPS
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More than one person working from home and/or someone might be downloading things from home during work hours:
- Upload: 20 MBPS
- Download: 100 MBPS
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One person working at home + no one downloading things at home during work hours:
Step 3: Consult the resources below & ensure that you action any applicable troubleshooting
- Best Practices for Remote Agents
- Integrations – Browser refresh error prompt
- VCC - Softphone Disconnect/Session Logged Out When Machine On Sleep Mode
Step 4: Complete the Issue Template & Submit IT Ticket
- Open a ticket via Service Now using the template below.
- CC both [Copy Yourself to have visibility] and Yair on the ticket.
- Include the completed template in the body or as an attachment.
Step 5: Track Recurring Issues
- Ask the affected agent to document at least three additional examples (with timestamps and screenshots).
- Screenshots need to be of the full screen, not just the error message. So technical teams can have as much context as possible.
- These examples should be forwarded under the same ticket to provide evidence of ongoing issues.
Step 6: Escalation & Monitoring
- IT will review the case and verify settings.
- If necessary, they will engage Five9 Support and may install a tracking tool on the agent’s computer to gather logs.
Five9 Issue Reporting Template
Identification |
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Agent Name: |
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Supervisor/Manager Submitting Ticket: |
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| SIP Phone Extension Version: (On the top right side of the web browser there is a puzzle icon, that is where the extension is, click on it & then search for Five9 Extension>click on the 3 dots>Manage Extension>view version) |
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3. Description of the Issue |
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Date/Time of Last Occurrence: |
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Frequency of Issue: (e.g., "3 times a day every day", "once a day", etc.) |
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Issue Summary: (Brief description of what’s happening) |
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Caller ID (if applicable) |
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Screenshot of full screen including error message: (Attach screenshot) |
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Other Team Members Affected: (Yes/No. If yes, specify how many and names if possible) |
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Are You Using VPN?: (Yes/No) |
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Location: (Home / Office / Both) |
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Browser Used: (e.g., Chrome, Firefox, Edge) |
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Actions Taken |
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Steps Already Taken to Troubleshoot: (e.g., restarted browser, cleared cache, rebooted computer, tried different network, etc.) |
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Issue continues after reboot: (Yes/No) |
Once the ticket is submitted, please continue to collect and send at least 3 more examples of the issue with full timestamps and screenshots to help establish the frequency and support IT/Five9 in troubleshooting.
