Total Agents
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Active agents
KPIs Configured
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Across all periods
Calls Today
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0 unprocessed
Disposition Rules
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Active rules
Today's Call Records
| Call ID | Agent | Disposition | Duration | Status | Time |
|---|---|---|---|---|---|
Today's Leaderboard
| Rank | Agent | Level | Score | XP |
|---|---|---|---|---|
All Agents
| # | Display Name | Username | Five9 ID | Level | XP | Status | Actions |
|---|---|---|---|---|---|---|---|
Current Leaderboard
| Rank | Agent | Level | Overall Score | XP Earned |
|---|---|---|---|---|
KPI Definitions
| Key | Label | Unit | Team Progress | Reset Period | Weight | Status | Actions |
|---|---|---|---|---|---|---|---|
Disposition Rules
| Disposition | KPI | Score Type | Score / Config | Status | Actions |
|---|---|---|---|---|---|
Call Records
| Call ID | Agent | Disposition | Type | Duration | Scored | Timestamp |
|---|---|---|---|---|---|---|
Challenge History
| Date | Agent | Challenge | Type | Progress | Result | XP Awarded |
|---|---|---|---|---|---|---|
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Scheduled Jobs
Next run times (UTC)| Job | Next Run | Manual Trigger |
|---|---|---|
Run History
| Job | Status | Started | Duration | Result / Error |
|---|---|---|---|---|
Challenges
| Icon | Title | Linked KPI | Description | Target | XP Reward | Reset | Status | TV View | Actions |
|---|---|---|---|---|---|---|---|---|---|
Badges
| Icon | Name | Description | Trigger | Status | Actions |
|---|---|---|---|---|---|
Agent Challenge Progress
| Agent | Challenge | Progress | Completed | XP Awarded | Actions | |
|---|---|---|---|---|---|---|
Earned Badges
| Agent | Badge | Trigger | Awarded On | Note | Actions |
|---|---|---|---|---|---|
Clients
| Name | Slug | Five9 Domain | Agents | XP Mult | XP/Level | Status | Actions |
|---|---|---|---|---|---|---|---|
XP Settings
Controls how much XP agents earn per call and how many XP are needed to level up.
XP per call = score × multiplier × KPI weight
XP needed to advance one level
Agent Level Titles
Define custom titles for agents based on their level range (e.g. Level 1–10 = "Rookie"). Agents see their title next to their level badge.
| Min Level | Max Level | Title | Actions |
|---|---|---|---|
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Email & Branding
Configure SMTP to send welcome emails to new agents and admin users. Add your company logo to personalise the email template.
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Knowledge Base
Documents the AI coach uses to answer questions about your company.
Allow Agents to Download Documents
When enabled, agents can download knowledge base files through the AI chat.
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Drag & drop files here, or click to browse
PDF · Word (.docx) · Excel (.xlsx) · Text (.txt) · Images (JPG, PNG, WEBP)
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