How do I set up the Five9(VCC) integration?

Navigation prompt

Go to CONVERSATIONS > Click Integrations > Click the Platforms tab > Select Five9

Five9 Integration requirements:

• You must have a valid Five9 account with administrative privileges. (We recommend that you create a new administrator account just for this integration.)
• The account must have the correct permissions to execute the following API requests:
  • 
• You will be required to create a custom report called "Call Log Custom" in the Shared Reports folder with the permissions below. You are required to create this report before setting up the integration.

Note: The permissions above are from the Call Log data source.

Step 1: Authentication

By following the navigation prompt, you'll be directed to the following screen, where you'll be prompted to enter your Five9 username & password. 

Step 2: Configuration

Once you've completed Authentication, you'll be directed automatically to the following screen, where you'll be prompted to configure your integration.

• 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 meta-data (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. It will NOT be stored by Evaluagent.

• Part 3: Decide how long evaluated and non-evaluated conversations are to 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.