Running 110–130 calls per shift on Five9 and they want sub‑5:00 AHT while keeping CSAT 90%+ — anyone pulling that off without cutting corners on notes? We’ve got 45s wrap and a 2‑min hold cap; I’m trimming scripts and using macros, but callbacks stack fast — what time savers are sticking for you?
We got under 5:00 by letting Five9 dispositions auto-open a prefilled CRM note and queue callback, so wrap stays under “45s wrap” without skimping. I use a hotkeyed TL;DR macro (ticket ID + outcome) and draft it during the 2‑min hold — , but it’s faster than after-call. Are you running queue callbacks or agent callbacks right now?
@elijah27 what moved the needle for us was doing the note live: while I confirm next steps, I type a 2‑line TL;DR into the CRM and read it back, then hit a hotkeyed dispo that sets a queue callback if needed — wrap stays about 20s and CSAT went up; only caveat is coaching folks to talk-and-type. Does your QA ding for read-backs?
I stopped typing; I use Windows voice-to-text (‘Win+H’) to dictate a tight 2‑line note while I recap, then hit dispo — saves about 30s without hurting CSAT; @levi_jac72 have you tried dictation?