Introducing Five9 OneVUE: One Dashboard. Smarter Contact Center Reporting.
November 18, 2025
As a contact center leader, you face a dual mandate: unify fragmented data to unlock insights and ensure reporting can flex with the realities of modern AI-powered workflows. Meet Five9 OneVUE, the next evolution of Aceyus VUE, purpose-built to solve today’s toughest contact center reporting and analytics challenges. Five9 OneVUE combines advanced data consolidation with dynamic, persona-based dashboards to transform your reporting into a real-time engine for CX innovation.
Build Once, See Everything: A New Dashboard Experience for Faster Decisions
Decision-making depends on how quickly you can see the full picture. Five9 OneVUE delivers a unified dashboard experience that puts the most relevant insights front and center, customized to fit how your teams really work. It’s the difference between asking 'What’s going on?' and saying 'Here’s what we’ll do next.' Faster insights. Smarter decisions.
Designed with three guiding principles— effortless setup, flexible yet secure design, and truly unified visibility — OneVUE turns static reports into dynamic command centers for every team across your contact center.
Start Strong with Persona-Based Dashboards
Getting value quickly is essential. OneVUE includes best-practice dashboard templates created specifically for the unique needs of leaders, managers, supervisors, and agents. Executives and managers get a real-time pulse on performance — KPI scorecards, service trends, queue health, and outcomes —all in one unified view. Supervisors see team performance, agent details, coaching signals, and sentiment, helping them manage quality in real time. Agents can then track their own goals and personal metrics so they can stay engaged.
These role-based dashboards can be spun up instantly, providing immediate value from day one. As your business evolves, these templates adapt seamlessly, so you’re never stuck with static views that no longer fit your workflows. The result is a fast, efficient start that drives engagement across every level of your team.
Flexing with the Metrics That Matter
AI-powered workflows are redefining what to measure. Traditional metrics like after-call work are being reshaped as AI-generated summaries cut wrap time dramatically. That means old benchmarks don’t tell the full story.
With OneVUE, you define the metrics that matter. It empowers you to quickly define and adjust KPIs, tailor visualizations, and build dashboards that reflect how service is really being delivered today. Need to measure containment rates for virtual agents or sentiment shifts? A rich widget library and drag-and-drop layouts help you arrange the right KPI tiles, charts, tables, and more with ease. Drill down from high-level KPIs to detailed interactions and understand the "why" behind the numbers.
Data governance is baked in, safeguarding who can see and edit, giving every user the right level of access without compromising security. This balance — flexibility with built-in controls — ensures your dashboards can grow confidently as your organization scales.
One Truth Across Teams: Make Visibility Truly Unified
Fragmented reporting slows decisions. OneVUE brings your entire reporting strategy under a single roof. With global filters and shared KPI definitions, metrics like Average Handle Time (AHT), Service Level, and CSAT mean the same thing across departments. Switching teams or adding more groups? A supervisor can simply select new teams and instantly see real-time KPIs and quality signals — no rebuilding required.
This unified approach keeps everyone aligned on what success looks like, regardless of role or team. Supervisors reassigned to new teams, managers investigating incident spikes, and leaders comparing quality alongside sentiment can all work from the same trusted data set, eliminating confusion, reducing errors, and accelerating follow-up actions.
Real-World Scenarios Driving Faster Actions
Supervisor reassignment: A supervisor joins new teams and changes the global filter to get instant visibility on their new responsibilities — no delays, no reconfiguration.
Incident to insight: A sudden spike hits a queue. Managers dive into calls, analyze topics and sentiment, find root causes, then share annotated links for quick response.
Quality and CSAT in context: Leaders compare quality assurance metrics with CSAT and sentiment across teams, identifying outliers and pinpointing interactions needing coaching immediately.
These scenarios demonstrate how effortless setup, flexible design, and unified visibility work in harmony to speed up your response times and improve decision quality.
Advanced Tier: Connect Every Department
Ready to break down silos? The OneVUE Advanced Tier connects your data sources for a truly unified view. Blend contact center metrics with finance, ecommerce, marketing, logistics, or warehouse operations. Create cross-department dashboards that align operational performance with broader business outcomes — eliminating the need for manual data juggling.
Answer complex questions in one place. Did a recent promotion affect service levels? Which dispositions relate to refunds or churn? Are compliance issues impacting sentiment?
Cross-department dashboards help you align service operations with broader business outcomes. No more juggling spreadsheets across teams — just one unified source of truth.
Governance That Keeps Pace
Growing adoption requires trust. The Five9 OneVUE dashboards and Advanced Tier Reporting include governance capabilities, so you control who can view, edit, certify, or share. Version history ensures accountability and consistency as dashboards evolve.
Getting Started Quickly
Choose your persona-based templates and publish your first dashboard view.
Tune global filters to standardize timeframes and team contexts.
Set governance to control access and certification.
Customize layouts, widgets, drill paths, and save views for your unique needs.
The Bottom Line: Smarter Contact Center Reporting
With dashboards that are easy to start and flexible to shape, and with advanced reporting that is unified by design, every leader — from frontline supervisors to executives — gains a single trusted pane of glass. Build once, filter everywhere, and make faster, smarter decisions.
Ready to learn more about Five9 OneVUE?
