Filters
Period Aug 24, 2026 – Sep 20, 2026 · compared with Jul 27, 2026 – Aug 23, 2026
Data Sources
Exactly where each number comes from.
Sample dataset in this prototype
Calls
37,933
List records
8,403
Agent state rows
2,041
Appointments
6,661
Market Hubs
4
Markets
19
Campaigns
8
Agents
25
13 full weeks, 2026-06-22 to 2026-09-20. Synthetic data generated from a fixed seed, so every number is reproducible.
KPI catalogue
Definition, owning Five9 report, refresh assumption and open questions
22 rows
| KPI | Definition | Five9 report | Refresh assumption | Assumption flag | Notes |
|---|---|---|---|---|---|
| Appointments set | Calls dispositioned Appointment Set | Five9 Disposition Summary | Daily | Yes | Depends on disposition standard |
| Average speed of answer | Mean queue seconds before an agent connects | Five9 Queue Callback / ACD Report | Daily | No | — |
| Calls offered | Inbound calls arriving at the contact center, answered or not | Five9 Call Log Report | Daily, 15-minute grain available | No | — |
| Cancel at confirmation | Appointments cancelled during the confirmation call, over appointments due | Five9 Disposition Summary | Daily | Yes | Cancel reason capture is optional today |
| Confirmation rate | Appointments confirmed over appointments due | Five9 Disposition Summary | Daily | Yes | Depends on disposition standard |
| Contact rate | Right-party contacts over dials | Five9 Disposition Summary | Daily | Yes | Depends on disposition standard |
| Dialer abandon rate | Dialer-dropped calls over dials, compared with the fixed 3% line | Five9 Campaign Performance Report | Daily | No | 3% is a regulatory ceiling, not a target |
| Dials | Outbound setting and rehash attempts placed by the dialer | Five9 Campaign Performance Report | Daily | No | Confirmation dials excluded |
| Handle time | Talk plus after-call work per handled call | Five9 Agent Performance Report | Daily | No | — |
| Inbound lead loss | IVR abandons plus queue abandons, over calls offered | Five9 IVR Path Report + Five9 Queue Callback / ACD Report | Daily | Yes | Combined measure defined for this dashboard |
| IVR abandon rate | Inbound callers who hang up inside the menu, over calls offered | Five9 IVR Path Report | Daily | Yes | Depends on IVR path instrumentation |
| List coverage | Appointments attempted at least once by the confirmation team, over appointments due | Five9 List Penetration Report | Daily | Yes | Assumes one confirmation list per appointment day |
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Disposition to funnel stage
The grouping the sample data uses. Express Flooring's live disposition list replaces this before production.
17 rows
| Disposition | Funnel stage | Note |
|---|---|---|
| Appointment Cancelled | Cancelled | — |
| Appointment Confirmed | Confirmed | — |
| Right Party Contact | Contacted | — |
| No Answer | No Contact | — |
| Busy | No Contact | — |
| Answering Machine | No Contact | — |
| Wrong Number | No Contact | Counted in wrong-number share |
| Disconnected Number | No Contact | — |
| Abandoned (Dialer) | No Contact | Dialer dropped the call before an agent joined |
| IVR Abandon | No Contact | Inbound caller hung up inside the menu |
| Queue Abandon | No Contact | Inbound caller hung up waiting |
| Callback Scheduled | Non-final | — |
| Left Message | Non-final | — |
| Not Interested | Not Interested | — |
| Do Not Call | Not Interested | — |
| Appointment Rescheduled | Rescheduled | — |
| Appointment Set | Set | — |
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External metrics
Numbers Five9 cannot supply, and the system expected to provide each
6 rows
| Metric | Shown on the dashboard as | Expected source system | What is needed |
|---|---|---|---|
| Cost per appointment sold | Not shown | CRM + marketing spend | Media spend by source and sold appointments |
| Kept appointments | Gray placeholder card | CRM / scheduling system | Appointment outcome per booked appointment |
| Kept rate | Gray placeholder card | CRM / scheduling system | Kept appointments over confirmed appointments |
| Marketing spend by source | Not shown | Marketing platforms | Spend by lead source and week |
| Revenue per lead | Gray placeholder card | CRM / finance | Contract value joined back to the originating lead |
| Sales closed | Gray placeholder card | CRM | Sold flag and close date per appointment |
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