Five9 User Management Guide

• Model type: role-based
• Description: Five9 uses a role-based model with predefined roles (Administrator, Supervisor, Agent). Roles are assigned per user profile in the VCC Admin console. Five9 Identity Service 2.0 introduces 'Circles' - groups that automate role and skill assignment via SCIM attributes pushed from an IdP. Custom permission granularity within roles is limited compared to enterprise RBAC systems.
• Custom roles: No
• Custom roles plan: Not documented
• Granularity: Role-level only; individual permission toggles within a role are limited. Skill assignments and campaign access provide secondary access scoping.

1. Log in to the Five9 Administrator Application at https://app.five9.com/admin/
2. Navigate to Users in the left navigation panel.
3. Click the Add User ('+') button to open the New User dialog.
4. Enter required fields: First Name, Last Name, Username (must be a valid email address), Password, and User Role.
5. Assign Skills and Campaigns as needed under the Skills and Campaigns tabs within the user profile.
6. Optionally configure Federation ID (for SSO) under the General tab if using Five9 Identity Service.
7. Click Save to create the user. The user receives a welcome email with login instructions if email notifications are enabled.

Required fields: First Name, Last Name, Username (email format), Password, User Role (Agent, Supervisor, or Administrator)

Watch out for:

• Username must be in email format and must be unique across the Five9 tenant.
• New users are active immediately upon creation; there is no draft/pending state.
• SSO/Federation ID must be manually entered per user unless SCIM provisioning is configured.
• Skills and campaign assignments are not automatic; omitting them means the agent cannot receive contacts.
• Password complexity requirements are enforced by Five9 policy and cannot be customized in lower-tier plans.

• Can delete users: Verify in tenant
• Delete/deactivate behavior: This app exposes delete operations in its API documentation, but the admin-console path may present removal as deactivation, archiving, or deletion depending on tenant configuration. Confirm whether the UI action is reversible before treating removal as recoverable.

1. Log in to the Five9 Administrator Application.
2. Navigate to Users in the left navigation panel.
3. Locate and select the user to deactivate.
4. In the user profile, uncheck the 'Active' checkbox (or set the user status to Inactive).
5. Click Save. The user can no longer log in or handle contacts.

Watch out for:

• Seat count reduction at billing may require contacting Five9 account management depending on contract terms; deactivation alone may not automatically reduce the invoice.
• If SCIM provisioning is active, deprovisioning the user in the IdP will automatically deactivate them in Five9; manual deactivation in the VCC Admin is redundant but not harmful.
• Deactivated users still appear in historical reports and recordings, which is intentional for compliance but can cause confusion in user lists.
• There is no bulk deactivation UI; each user must be deactivated individually unless using SCIM bulk deprovisioning via IdP.

• Where to check usage: Five9 Administrator Application → Reports → User Activity Reports; or contact Five9 account management for a seat utilization report.
• How to identify unused seats: Run a User Login Activity report in the VCC reporting module to identify agents with no login activity over a defined period. No automated idle-seat alerting is available natively.
• Billing notes: Five9 uses a per-named-agent subscription model. Seats are billed monthly or annually based on contract. Most contracts include a minimum seat commitment; reducing below the minimum requires contract renegotiation. Deactivating users does not automatically reduce billing without account management confirmation.

Five9 uses a per-named-agent billing model, not concurrent. A seat accrues cost the moment a user is created and continues until deactivation is confirmed with account management - deactivating a user in the VCC Admin console alone may not reduce the invoice without a separate request to your Five9 account team.

There is no bulk deactivation UI. Each user must be deactivated individually unless SCIM-based deprovisioning via an IdP is in place. For teams managing high agent turnover, this creates a compounding audit and billing risk: unused named seats still incur charges until explicitly removed from the contract.

Administrators consistently flag three friction points in the Five9 community. First, the CSV bulk-import tool for user creation returns minimal error detail, making it hard to diagnose failed rows at scale.

Second, seat billing does not self-adjust on deactivation; a manual account management request is always required to reduce invoice amounts.

Third, native reporting on inactive or unused seats does not exist - admins must manually cross-reference user lists against login activity reports to identify candidates for deactivation.

The SAML SSO dependency for SCIM is a recurring blocker: organizations not yet on SSO cannot enable provisioning automation, which delays the entire identity lifecycle workflow.

Common complaints:

• Administrators report that there is no bulk deactivation tool in the UI; deactivating large numbers of users requires individual edits or SCIM-based deprovisioning.
• Users note that seat billing does not automatically adjust when agents are deactivated; a separate request to account management is required to reduce invoice amounts.
• Admins report that the CSV import for bulk user creation lacks detailed error messaging, making it difficult to diagnose failed rows.
• Community members note that the Five9 Identity Service 2.0 / SCIM setup requires SAML SSO to be fully configured first, creating a dependency that delays provisioning automation for organizations not yet on SSO.
• Supervisors report limited granularity in role permissions - there is no way to grant a supervisor partial admin rights (e.g., campaign editing only) without giving full admin access.
• Reporting on inactive or unused seats is not available natively in the admin console; admins must manually cross-reference user lists with login activity reports.

Manual administration is viable for contact centers with stable headcount and infrequent role changes. The VCC Admin console covers every app lifecycle action - create, update, deactivate - without additional tooling, provided skill and campaign assignments are handled at provisioning time.

For organizations with regular agent turnover or multi-IdP environments, the absence of bulk deactivation and the billing-adjustment gap make manual management operationally expensive. SCIM provisioning (Enterprise plan, SAML SSO required) resolves both gaps but introduces its own configuration dependency chain that must be validated before go-live.

Bottom line

Five9 manual user management is straightforward for small, stable teams but accumulates operational debt quickly at scale. The per-named-agent billing model means every delayed deactivation has a direct cost, and the lack of bulk tooling in the UI means that cost compounds with headcount.

Skill and campaign assignments must be handled explicitly at creation - there are no defaults - and any team managing more than occasional onboarding or offboarding should treat SCIM provisioning as a prerequisite rather than an enhancement.