If you’re running a call center or supporting one, you already know: being able to pull detailed call reports is non-negotiable. Whether you’re tracking agent performance, troubleshooting issues, or justifying budgets, Five9’s analytics tools promise a lot. But getting the exact report you want—and actually exporting it in a usable format—can be trickier than it should be.
This guide is for folks who want to wrangle Five9 data without wasting an afternoon. If you’re tired of vague instructions, endless menu-hunting, or reports that don’t actually answer your questions, keep reading.
Step 1: Know What You Need (and What’s Possible)
Before you dive into the Five9 interface, get clear on what you actually need to report on. Five9 can track a lot: agent activity, call duration, dispositions, hold times, and more. But not every metric is available in every report, and “detailed” means different things depending on the template.
Ask yourself: - Do you need call-by-call details, or just summaries? - Are you tracking inbound, outbound, or both? - Which fields matter—agent names, call IDs, customer numbers, dispositions?
Pro tip:
Write down your must-haves. Five9’s default reports can be overwhelming, and custom reports are best built with a clear goal.
Step 2: Access Five9 Analytics
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Log in to Five9.
Use the main web portal. If you have multiple roles, make sure you’re logged in as an admin or supervisor—reporting is limited for basic users. -
Navigate to Analytics/Reporting.
Look for “Analytics” or “Reporting” in the top navigation menu. Five9’s UI changes a bit depending on your version, but you’re generally looking for one of: - “Reports”
- “Analytics”
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“Historical Reports”
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Ignore the ‘Quick Stats.’
These are fine for a quick glance, but if you want detailed, exportable data, you’ll want the full reporting tools.
Step 3: Pick the Right Report Template
Five9 offers a bunch of canned report templates. Some are genuinely useful; others are a mess of columns you’ll never use.
Here’s what’s worth your time:
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Call Log / Call Detail Reports
These show every call, with timestamps, agent info, call result, and more. Ideal if you need to drill into specific calls. -
Agent Summary/Detail Reports
Good for tracking individual or team performance over time. -
Queue/Skill Reports
For analyzing how calls move through your system and where bottlenecks happen.
Skip these (usually):
- Charts and Dashboards
They look nice, but aren’t export-friendly.
- “Snapshot” Reports
These only show current stats—not helpful if you want historical data.
To select a report: - In the reporting module, browse the categories (Calls, Agents, Queues, etc.). - Click into “Detailed” or “Historical” options for the most granular data.
Step 4: Filter for the Data You Actually Want
Most Five9 reports will let you filter by date range, agent, campaign, and more. Don’t skip this step—pulling a month of every call ever is a recipe for a slow download and a ton of useless rows.
Set your filters: - Date Range: Be specific. If you only need last week, don’t pull three months. - Agents/Teams: Choose individual agents or groups if needed. - Campaigns/Queues: Only include relevant campaigns or skills. - Call Disposition: If you only care about “Sales” or “Voicemail,” filter out the rest.
Note:
Some filters aren’t intuitive. If you’re missing data, double-check that you haven’t accidentally excluded what you need.
Step 5: Customize Columns and Layout (If Needed)
Out of the box, Five9 crams a lot of columns into each report. Most of them are noise.
To clean up your report: - Look for a “Customize Columns” or “Edit Layout” option (usually a gear icon or a menu at the top). - Deselect columns you don’t need. Keep it focused—too much data makes the report less useful. - Rearrange columns so the most important info is on the left. You’ll thank yourself later.
Heads up:
Some customizations don’t “stick” between sessions, especially if you’re running a standard report. If you need the same custom view regularly, consider creating a custom report or saving your layout (if your version allows).
Step 6: Run the Report
Once your filters and columns are set, hit “Run” or “Generate.” Depending on your date range and filters, this can take a few seconds or a few minutes.
If it’s slow or times out: - Shorten your date range. - Reduce the number of columns. - Break big reports into smaller chunks (e.g., one week at a time).
Five9 isn’t the fastest reporting engine out there, especially during busy hours.
Step 7: Export Your Report
Here’s where things get real. Five9 lets you export reports, but the process (and results) can be clunky.
To export: - Look for the “Export” button—usually near the top or bottom of your report. - Choose your format. CSV is almost always the best option. Excel (XLS/XLSX) can work, but large files may not open cleanly. - Click “Export” and wait for the download link or file.
What to watch out for: - File Size: If your export is huge, Five9 may break it into chunks or zip the file. - Formatting: CSVs sometimes include weird characters or headers. Open in a text editor if Excel chokes. - Timezone Issues: Five9 reports may default to UTC; double-check timestamps against your local time.
Pro tip:
If you’re planning to build dashboards in Excel or another BI tool, export as CSV and do your cleanup there. Five9’s built-in formatting is rarely what you want.
Step 8: Troubleshooting Common Reporting Headaches
Even if you follow all the steps, sometimes Five9 reporting just doesn’t give you what you want. Here’s what to do.
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Missing Data:
Double-check your filters and date range. Also, some data (like call recordings or notes) may not export directly. -
Weird Column Names:
Five9’s columns don’t always use plain English. Hover over headers for tooltips, or consult the Five9 help docs if you’re stumped. -
Export Fails or Times Out:
Break your report into smaller date ranges, or try running it during off-peak hours. -
Custom Fields Not Showing:
Only some custom fields are reportable. If you rely on custom data, you may need admin help to add it to your reports. -
Scheduled Reports Aren’t Sending:
If you set up scheduled exports and they’re not arriving, check your spam folder and verify the export format. Sometimes, scheduled reports fail silently if the file is too big.
If you’re really stuck:
Contact Five9 support, but be specific—tell them exactly which report, filters, and export format you’re using. Screenshots help.
Step 9: Automating and Scheduling Reports (Optional)
If you need the same report every week or month, Five9 lets you schedule exports. This can save you a ton of time, but it’s not always smooth sailing.
- Set up a scheduled report in the reporting module.
- Choose your format, recipient email(s), and frequency.
- Test it—scheduled reports sometimes fail or get flagged as spam.
Honest take:
Scheduled reports are great when they work, but don’t rely on them for critical data until you’ve seen them run for a few cycles.
Step 10: Clean Up and Use Your Data
Once you’ve got your exported file, use your favorite spreadsheet tool or BI platform to slice and dice the data how you want. Five9’s raw exports are rarely presentation-ready.
Quick wins: - Filter out test calls or irrelevant campaigns. - Create pivot tables for agent or queue analysis. - Build simple charts to visualize trends.
Don’t overcomplicate things—sometimes, a well-filtered spreadsheet beats a fancy dashboard.
Final Thoughts
Five9’s reporting tools aren’t perfect, but with a little planning, you can get the detailed call data you need—without losing a whole day to menu-diving. Start simple, filter aggressively, and only automate once you’ve got a report you trust. Most importantly, focus on the numbers that actually help you take action. Everything else is just noise.