How do I set up the Five9 ARU integration?

Five9 ARU requirements:

To set up the FIve9 ARU integration, the following is required:

• A valid Five9 account with administrative privileges
• Authorization/permissions to set up a new ARU destination
• Access to the Five9 VCC desktop app

 

Navigation prompt

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

Step 1: Authentication

By following the navigation prompt, you'll be directed to the following screen, where you'll be required to click the "Start setup" button.

The access key, secret and other credentials required to configure evaluagent as a ‘Destination’ S3 bucket in Five9 ARU will be displayed. Copy these credentials somewhere safe as they will no longer be visible once you close the page.

Step 2: ARU Configuration

In your Five9 VCC app, navigate to the Advanced Recording menu by following Actions > Configure > Advanced Recordings

Configure a new destination by clicking the Add button, and set up an Amazon S3 protocol using the credentials displayed in Step 1 above.

You will also be required to set up the recommended File Name Pattern settings to configure in the Five9 desktop application (see screenshot below).

Please note the following when setting up the FileName Pattern for Call Metadata in the Five9 VCC Admin app:

• Create a Directory for each metadata you would like to import: {MetaData Key}___{MetaData Call/Recording Variable}/. e.g: Reference___{Call.call_id}{DirectoryDelimiter '/'}
• The following metadata are the minimum required for the integration to work correctly:
  • `Reference___{Call.call_id}`
  • `UserID___{Call.UserId}`
  • `Email___{Call.UserEmail}`
  • `CallDate___{Recording.created_date}_{Recording.created_time}`
• The file name must adhere to the following format:
  • `{Recording.created_date}_{Recording.created_time}_{Call.call_id}.wav`
    as shown in the below screenshot.
• Any other required metadata can be included with the above format.

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 call reference and any associated meta-data
    • 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

• 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.