Don’t Escalate Yet: The Five9 Troubleshooting Checklist

This is what you MUST do before you flag any issues with your Five9 

Reminder of your expectations: 

Rebooting 

• You are expected to restart your computer at the beginning of every shift.
• If you shutdown at the end of every day, you need to reboot it up & click restart in order to trigger the proper protocols to refresh the computer.

Home Internet service expectations

• Ensure that your internet speed matches the indicated below
  • One person working at home + no one downloading things at home during work hours:
    • Upload: 10 MBPS
    • Download: 30 MBPS
  • 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 

Preliminary Troubleshooting

• Confirm that you have followed the standard troubleshooting steps below:
  • Browser Troubleshooting: 
    • Log out & back into Five9 (Closing the application by using “X” button is not the same as logging out)
    • Delete cookies 
    • Close all browser & open browser
    • Try a different browser (Edge, Firefox, Chrome, etc.) 
    • Remove from Chrome ad block extensions.
    • Try Private mode in Edge. 
    • Rebooting
      • 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.

If you have done all the troubleshooting above, your computer is meeting the requirements above and still not working reach out management.