The call center

What the call center is

The Call Center screen is a reporting dashboard built on top of Five9, a phone system some roofing companies run a real call center on for handling inbound leads and support calls. It totals call volume, answer rate and talk time for a chosen date range, ranks agents on a leaderboard, and lets you open any one agent to see their own numbers and a list of their recent calls. It exists in the sidebar only once Five9 is connected for the account, and opening it takes View on Call Center Dashboard.

The agent console

Once Five9 is connected and someone has Modify on Call Center, a Five9 agent panel becomes available everywhere in the CRM, not only on the Call Center screen: a drawer that slides out from the right edge of the screen with a full softphone inside it, agent sign-in, presence status (Ready, Not Ready, On Call, Wrap Up), and the actual answer, hold and hang-up controls for a call. That panel is what someone signs into to work as a call center agent for the day. While it is closed, a phone icon appears wherever a customer's number is shown so a signed-in agent can start a call from there; during any active call a bar across the bottom of the screen shows who is on the line and how long the call has run, and clicking it reopens the drawer.

Placing and receiving calls

To place an outbound call, click the phone icon next to a number. When that number belongs to a project, a short confirmation shows the number and the Five9 campaign the call will go out on, matched to the project's branch, before it actually dials. On an inbound call, Trussi checks the caller's number against existing customers the moment the call starts: a match takes the agent straight to that customer's project, and an unrecognized number opens a blank new-customer screen, pre-filled with the caller's number, the moment the agent answers, so a new lead's information only has to be typed in once.

Wrapping up a call

When a call ends, a pop-up asks the agent to record what actually happened: Inspection Booked, Payment Made, Callback Requested, Not Interested, or Duplicate, with optional notes, and that gets saved to the matched project's call record. That business outcome is separate from Five9's own call disposition (answered, voicemail, no answer, busy), which the agent sets inside the Five9 panel itself and which reaches Trussi on its own.

Setting up Five9

Connecting Five9 is done from account settings: open your user menu, choose Settings, then Add-ons, and open the Five9 card. It asks for your Five9 login domain, username and password, then lets you set a default campaign and lead source to use for calls that don't already point at one. A checkbox turns on automatically creating a new lead the moment an unrecognized number calls (off by default; leave it off and those calls are simply logged, for an agent to capture by hand), and a department filter can narrow the Call Center dashboard down to a single team if only part of the office takes calls.

Who can do this

Reaching the Call Center screen from the sidebar and opening the dashboard takes View on Call Center Dashboard together with Modify on Call Center; the agent panel described above also runs on Modify on Call Center. Connecting or changing the Five9 credentials themselves takes View on Five9 Settings and Modify on Five9 Settings. By default, only the Account Admin role has any of these; an account admin can grant them to other roles from the Permissions screen.