Enter Password
Master Interaction Viewer
A unified experience that supports real time assistance, agent performance reviews, and analytics, designed to scale across three core Five9 products.
Role
Product Design Intern
Timeline
10 Weeks (Summer 2025)
Collaborators
PMs, QA analysts, engineers
Problem
Reviewing customer interactions is a core workflow across several Five9 products. Yet agents, QA teams, and supervisors often operate separately, each relying on raw transcripts to complete their tasks. This process is often time-consuming, inconsistent, and fragmented across different tools.
Opportunity
I saw an opportunity to unify this workflow by designing a Master Interaction View: one shared interface enhanced by AI to support context-specific tasks across Agent Assist, Agent Quality Management, and Five9 Insights.
Agent Assist
Agent Quality Management
Five9 Insights
Master Interaction Viewer
Being able to review, score agent performance, and AI Insight Performance all in one place
Alignment Personas
I started by creating alignment personas to build a shared understanding across teams, linking user needs with business priorities and clarifying what the Master Interaction View needed to solve.
Sofia - Agent
CX Driver
Shapes the customer experience in real time
Business Value: Real-time resolution, task adherence impacts CSAT
Design Alignment: AI assist improves live performance, reduces error rates, and builds trust with customers
Strategic Need: Scalable support without slowing the agent down
Marcus – The QA Manager
Quality Gatekeeper
Maintains compliance, consistency, and performance standards
Business Value: Ensures high-quality interactions, identifies coaching needs, reduces risk
Design Alignment: Master Interaction View accelerates review cycles, standardizes evaluation, and enables broader coverage
Strategic Need: Make QA scalable and provide informed data
Jeremiah – The Supervisor
Performance Optimizer
Oversees team success and operational insight
Business Value: Improves team productivity, links data to outcomes, informs org level decisions
Design Alignment: Transcript level insight supports better coaching, escalation prevention, and proactive improvement
Strategic Need: Move from reactive to proactive CX strategy
Design Goals
Unify workflows to reduce duplicate effort across product teams and create a scalable, shared foundation
Utilize AI intelligently to reduce the time it takes for each user persona to complete their tasks
Surface only relevant content based on each user’s role and context, aligning with the specific needs of Agent Assist, AQM, and Insights
Master Interaction View UI
I designed the Master Interaction View as a modular interface where the core transcript stays the same, but role-specific content appears contextually.
Reiterations along the way…
The designs went through multiple iterations, with user feedback guiding key decisions about layout and content placement.
User Feedback
“The AI checks off tasks for me, so I can focus on the customer.” — Agent
“I can review calls much faster now with AI flags that help me skip straight to where it happened in the transcript.” — QA Manager
“The Interaction View lets me go from a trend in Insights to the exact call that caused it.” — Supervisor
Product Team Feedback
I got a lot of feedback from product managers when I was refining the scope and clarity of the interface. PMs emphasized the importance of:
Designing for modularity and reuse across teams
Ensuring AI insights were visible but trustworthy
Aligning the UI with each product’s business objectives
Success Metrics
50%
Reduction in call review time
15%
Saved per call
30%
Faster root cause analysis
Impact & Takeaways
This project taught me how to balance depth with flexibility, apply AI meaningfully, and think cross-functionally in a high-stakes, enterprise environment.