How do I set up the Five9(VCC) integration?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Integrations |
| Enables the Integrations menu and the Five9 (VCC) integration tile |
Required Permissions:
Manage Integrations (
admin.integration.settings) — to authenticate, configure, and manage the Five9 (VCC) integration
Setup
Go to Conversations > Integrations > Platforms tab > select Five9.
Five9 Integration Requirements
You must have a valid Five9 account with administrative privileges. (We recommend creating a new administrator account just for this integration.)
* The user should also have permission to execute API calls (i.e. Administrator Services is enabled).
Note: The permissions above are from the Call Log data source.
Step 1: Authentication
Following the navigation will take you to a screen where you'll be prompted to enter your Five9 username and password.
Step 2: Configuration
Once you've completed authentication, you'll be directed to the configuration screen.
Part 1: Choose if you want to create a pre-filter to exclude some conversations/calls based on certain criteria.
Part 2: Choose how much information will be fetched into evaluagent.
* You have 2 main options:
* Only fetch the ticket reference and any associated metadata (e.g. CALL ID, TIMESTAMP, CALL TYPE, AGENT, AGENT NAME, DISPOSITION, ANI). * Fetch the full conversation metadata and call recording. By choosing the second option, you'll be able to access a copy of the complete information of all interactions between the customer and agent(s) as an integral part of the evaluation process.
* You can also choose if the call recordings should be imported and stored in evaluagent for playback analysis:
* If you select Yes, the call recordings will be imported and stored by evaluagent. * If you select No, the call recordings will be downloaded to the user/evaluator's browser when the call is opened for evaluation. They will not be stored by evaluagent.
Part 3: Decide how long evaluated and non-evaluated conversations remain available in evaluagent. Any conversations older than your selection will be purged and permanently deleted from evaluagent in line with our secure data storage and deletion policies.
On clicking Save, evaluagent will start fetching conversations regularly (typically hourly).
FAQs
What metadata fields are imported?
* The following fields are imported: Call ID, Timestamp, Campaign, Agent, Agent Name, Disposition, ANI, DNIS, Call Time, Cost, Talk Time, Hold Time, Park Time, After Call Work Time, Recordings, Date, Session ID, Agent Id, Recording ID, Audio duration, Audio URL, Handling time, Duration, Group ID, LinkToThirdParty, Audio, Audio length (in seconds).
How long are calls stored for?
* You can decide how long imported calls are stored on the Config tab of the integration. You can set this for evaluated and unevaluated calls.