Five9 integration

Plans and permissions:

• Create an API key to send QA scores: Pro or Enterprise plan
• Connect Five9: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
• Import team members from Five9: Admin or Manager role, or a custom role with Manage team set to Create, edit, or delete any person or Create, edit, or delete certain people
• Create an API key to send QA scores: Admin role, or a custom role with Assembled API keys set to Create, edit, and delete API keys on the Data & integrations tab

Use the Five9 integration to bring your Five9 calls, chats, and emails into Assembled, so you can forecast and schedule for that volume, and to track your team’s Five9 states for real-time adherence. Assembled connects with a Five9 user’s credentials and reads data through the Five9 API.

To connect it, go to Configure > Third-party integrations, select Available, and find Five9.

How the Five9 integration works

• Contacts: Calls come from Five9’s Inbound Call Log report, and chats and emails from the Digital Channel Log report. They power forecasting, queues, channel metrics, and case reporting.
• Agent states: Five9 agent states, including not-ready reason codes, power real-time adherence, occupancy, and staffing views.
• Sync timing: Contacts sync every 5 minutes, and agent states about every 30 seconds. Chats and emails from yesterday and the last week are synced again regularly to pick up late changes.
• Completed calls only: Five9 doesn’t send calls that are still in progress, so a call appears in Assembled after it ends.
• History: When you connect, Assembled loads about 2 years of history. To load a different range, contact our team.
• Channels: Calls go to the Phone channel, and chats and emails go to Chat or Email based on their media type in Five9. Other media types aren’t synced.

Keep in mind: Chats and emails only sync if digital channels are turned on in Five9 when you connect. If you turn them on later, disconnect and connect Five9 again.

Assembled reads Five9 data through the Five9 API, which adds to your Five9 API usage.

Prepare Five9

Work with your Five9 administrator before you connect.

1. Create a dedicated Five9 user for Assembled, under the same parent account, rather than using a personal account. That way, a password change or a person leaving doesn’t stop the sync, and Assembled’s API calls don’t interfere with your other API users.
2. Give the user the Administrator role, with all administrative services and APIs, so Assembled can sync contact data.
3. Give the user the Supervisor role, so Assembled can sync agent states.
4. In the Supervisor role’s permissions, turn on User can execute Web API requests. The Supervisor role doesn’t include it by default.
5. Sign in as the new user once and answer Five9’s security questions. Setup fails until they’re complete.
6. If you plan to split Five9 contacts into several queues in Assembled, make sure each contact has a skill or campaign.

Connect Five9

1. Go to Configure > Third-party integrations and select Available.
2. On the Five9 card, select Configure integration.
3. Enter the Five9 user’s User ID and Password.
4. In Region, choose the region your Five9 account signs in to: US (login.five9.com) (the default), EU (login.eu.five9.com), UK (login.five9.eu), or CA (login.five9.ca).
5. Select Connect with Five9.

When it’s connected, the Five9 card moves to In use, with a Connected tag, when it was authorized, and its backfill status: Backfill in progress while Assembled loads your history, then Backfilled until and how far back it reached, such as Backfilled until 2 years ago. To review how Five9 contacts are routed, select Manage queues, mappings, and exclusions.

If you see Five9 rejected the credentials; check the Five9 user ID and password, check the user ID and password, and that the user has finished the steps in Prepare Five9.

To disconnect, open the Edit integration menu on the Five9 card and select Disable integration. All Five9 syncs stop.

Check that data is coming in

To check agent states, go to Monitor > Real-time agent analysis and filter to the Five9 source. Team members should show their current Five9 state and adherence. See Real-time agent analysis.

To check contacts, go to Schedule > Staffing timeline, choose Phone in Channels, and open the Contacts tab. The chart shows Five9 calls over the day.

If either view shows no data or numbers you don’t expect after an hour, chat with our team.

Add team members from Five9

1. Go to Manage team > People management.
2. Select Add people > Import from Five9.
3. Choose the people to add, and import them.

You can also add people with Add people > Import from CSV file, or through the Assembled API. For more, see People management.

Five9 users get an Assembled role based on their Five9 role:

Five9 users without an email, first name, or last name aren’t imported.

Set up queues for Five9

To split Five9 contacts into queues, create queue rules in Configure > Queues and exclusions. For Five9, rules can match on Campaign or Skill. For the steps, see Queues and exclusions.

Set up agent states for Five9

To decide how each Five9 state counts in Assembled, map it in Configure > Agent states, on the Mappings tab. For the steps, see Agent state mappings.

How Five9 data maps to Assembled

First response time

Status

Assembled sets each contact’s status from its Five9 disposition:

Send QA scores from Five9 AQM

If you use Five9 Agentic Quality Management (AQM) or another QA tool, you can show its scores on the Agent scorecard by sending them to the Assembled bulk QA scores API. Scores are matched to team members by email, so the emails in AQM must match their profiles in Assembled. This is separate from the Five9 connection. To create the API key that AQM sends scores with, go to Configure > Assembled API. For the fields and limits, see QA platform integrations.

Common issues

If a sync line on the Five9 card turns red, hover over it to see the error.

• A sync line shows a 400 or 401 error: This usually means the Five9 user’s password changed, the user was deactivated, or its roles changed. Check the user in Five9, then disconnect Five9 and connect it again with the current credentials.
• Setup fails: Usually, User can execute Web API requests isn’t on, or the user hasn’t answered Five9’s security questions. Finish the steps in Prepare Five9, then connect again.
• Chats and emails don’t sync: This usually means digital channels were turned on in Five9 after you connected. Disconnect Five9 and connect it again.
• A sync line shows any other error: Chat with our team and include the error text.