Agent Desktop Plus

Plus is the agent's instrument. Voice, pop, text, and the schedule fail in different ways.

Agent Desktop Plus is described as a single screen so the agent can stay with the customer. The Engage page adds real-time transcription, AI Agent Assist, and case context on that

Plus adapters speak HTTPS and WSS

The technical requirements say Plus adapters use HTTPS and Secure WebSocket. If a proxy is in the path, it must support WSS. The PDF also says Five9 does not support TLS 1.1, and t

Transcription and assist are features you turn on

The Engage page describes transcription, sentiment language, and Agent Assist suggestions on the desktop. GenAI Studio's page says it powers Five9 AI applications and initially foc

WEM lives in the same desktop

The desktop page says Plus can show schedules, adherence, time-off requests, and evaluations without another app. CRM connectors can surface the same WFO actions inside Salesforce

Digital text can be blocked

The technical requirements say some antivirus software, naming Avast as an example, can stop chat, social, or email text from loading. Voice can continue. The symptom is a blank di

Headsets and the path under the desk

USB noise-canceling headsets are the recommendation. Analog is not supported. Wireless is discouraged above about ten active agents because of delay. Wired LAN is preferred. Wi-Fi

The desktop review

A desktop review is short: one screen, WSS through the proxy, TLS 1.2, the schedule visible, text not blocked, USB headset, supported path, Efficiency Mode off, and the bandwidth r

Sources and go deeper

Agent Desktop. vendor. last checked 2026-10.
Five9 Engage. vendor. last checked 2026-10.
Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
Web adapter requirements. vendor. last checked 2026-10.
RFC 8446, TLS 1.3. rfc. last checked 2026-10.
RFC 6455, The WebSocket Protocol. rfc. last checked 2026-10.
GenAI Studio. vendor. last checked 2026-10.
confirm. GenAI Studio is described as engine-agnostic. This lab does not name the default model for a new domain. last checked 2026-10.
Workforce engagement management. vendor. last checked 2026-10.
ITU-T E.164, international public telecommunication numbering. standard. last checked 2026-10.
RFC 3550, RTP. rfc. last checked 2026-10.
RFC 3551, RTP profile for audio and video. rfc. last checked 2026-10.
ITU-T G.711. standard. last checked 2026-10.
confirm. The iPad supervisor section says G711U and G711A are primary and that GSM or iLBC may be used but have not been tested. That sentence is about that app, not a blanket codec menu. last checked 2026-10.
IANA service names and port numbers. ports. last checked 2026-10.
RFC 3261, SIP: Session Initiation Protocol. rfc. last checked 2026-10.
RFC 1918, private internet addresses. rfc. last checked 2026-10.
RFC 4787, NAT behavior for UDP. rfc. last checked 2026-10.