Foundation
Foundations and the domainWhat a Five9 domain contains before anyone dials.
Foundation
VCC administrationClients, permissions, skills, prompts, DNC, and the PCs that drop calls.
Practice
Inbound campaignsDNIS, run state, scripts, overflow, schedules, and the pause between calls.
Practice
Outbound listsLists, profiles, penetration versus vertical, resets, and the guardrails around time and detection.
Advanced
Dialer modes and pacingPreview, progressive, power, predictive, and TCPA manual touch, with the abandon window kept honest.
Advanced
Blended operations and autodialHow agents move between inbound, autodial, and outbound without lying to the dialer.
Practice
IVR scriptsThe module vocabulary, branches, Skill Transfer, queries, and visual framing.
Practice
Skills routingQueues, the awkward tab name, pools, levels, Default, and the scoreboard.
Practice
Agent Desktop PlusOne screen, WSS, assist, WEM on the desktop, and the desk the PDF will support.
Practice
Workforce engagementNative WEM and Verint, the roster, quality, surveys, and the recording clock.
Advanced
IVA and GenAIStudio regions, task keys, handoffs, and prompts that are production changes.
Practice
CRM integrationsPlus adapters, version lists that age, the SDK, and Salesforce inside the IVR.
Advanced
SIP and carriersITSP trunks, your SBC, gateways, bandwidth, NAT, and the ports that belong only to Studio.
Advanced
APIs and reportingNamed web services, the Reporting role, layouts, call variables, and the clocks that delete evidence.
Advanced
From UCCX and UCCEA teaching bridge: skills, modules, modes, data, the gateway, and a go/no-go that can stop.
Advanced
Safety and complianceE911, recording, retention clocks, attestation, abandon windows, and TCPA typing.
Practice
EcosystemNeighbors, WEM, analytics pipes, AI handoffs, and a glossary that refuses uncited words.
Foundation
Certifications and practiceUniversity formats, the one badge we could verify, dated versions, and answers that keep their gaps.
Practice
Skills routing and ACDHow a Five9 skill group routes work, and which ACD details this check could not read.
Practice
Workforce managementForecasts, schedules, intraday changes, and adherence from the public WFM and WEM pages.
Practice
Quality management and analyticsEvaluations, monitoring, analytics wording, and the claims this check would not upgrade.
Practice
CRM and CTI integrationsNamed adapters, the CTI API, and the Salesforce and ServiceNow details this check would not guess.
Practice
EcosystemGlossary, mind map, sister technologies, the integration list, teaching bridges, and hooks that stay blank.