How to connect Five9

Assembled integrates with Five9 — telephony platform that is mainly used for phone and chat— allowing your ticket data to be forecasted and tracked in our system. This article will walk through how to setup the integration and verify the data Assembled pulls in is correct.

Table of Contents 

Preparing your Five9 instance for Assembled

Connecting to Five9

Permissions and regions

Verifying the connection

Adding agents from Five9

Setting up Assembled queues for Five9

Setting up Assembled agent states for Five9

Understanding how Five9 data maps to data attributes in Assembled

What Assembled syncs from Five9

Troubleshooting the connection

Sending QA scores from Five9 AQM

FAQs

Preparing your Five9 data for Assembled

Before you connect your Five9 instance to Assembled, we recommend working with your team’s Five9 administrator to prepare your Five9 data as follows:

• Channels: By default, calls from Five9 sync to the phone channel in Assembled. Five9 text interactions sync to the chat or email channel in Assembled based on the media type field in Five9. 
• Ticket attributes: Assembled can create queues based on one of the following attributes. If you plan to separate your Five9 data into multiple queues within Assembled, you should ensure that each Five9 ticket has one of the following properties:
  • Skill
  • Campaign

Connecting to Five9

Assembled connects to Five9 via basic authentication which allows Assembled to make API requests to the Five9 API on behalf of your Five9 account.

As a result, this will cause an overall increase in your Five9 API usage.

• We recommend creating another account under the same parent account so that all API calls are restricted to that one user, which prevents the possibility of any interference in other API users that are already interacting with your customer’s platform.
• The Five9 account that your customer links to on Assembled will require administrator and supervisor privileges (see Permissions and regions below), so please ensure that your customer has it enabled for that particular account. This account will also be required to have security questions set up in their account.
• Please ensure this account has "User can execute Web API requests" enabled.

• To connect your Five9 instance to your Assembled instance, you will need an Five9 admin to navigate to Assembled's Third-party integrations page (Available tab) and click Add from the Five9 integration.
• In the Region field this will default to US. Use the dropdown to select a different region if needed.
  
• Five9 User ID = The Five9 User ID refers to the email address used to log in to your Five9 account. Must be an Admin account.

• If you have successfully connected to Five9, you will see a Synced, Sync in progress, or Connected field on the Five9-specific card in Assembled’s Configure > Third-party integrations page.

If you run into any issues during this step, please reach out to our Support team.

Permissions and regions

Use a dedicated integration user in Five9, not a personal account, so a password change or deactivation doesn't break the integration. Five9 asks a new user to answer security questions; complete them, or setup fails.

The integration user needs these permissions:

When you connect, choose the region your Five9 account is in:

After you connect, Assembled backfills about 2 to 3 years of history by default. Contact our Support team if you need a different range.

Verifying the connection

There are two places in Assembled for you to verify if the Five9 integration has been correctly added: the Real-time overview (Monitor > Real-time overview) and the Staffing timeline.

The Real-time overview will display agent states and current adherence. Use this dashboard to make sure agent states from Five9 are being synced to Assembled correctly.

The Staffing timeline displays the contacts of Five9. Select Channel Phone and Contacts to see a line graph displaying how many tickets over time. This graph will show if the sync for tickets is working.

If either of these display zero or abnormal numbers, please reach out to our Support team.

Adding agents from Five9

To add agents into Assembled you can follow the steps in our People management page guide (Manage team > People management). Agents can be added manually or in bulk via Add from Five9 in the People management page, CSV upload or through the API.

In addition, please note that Assembled will map Five9’s users with the following permission levels:

Setting up Assembled queues for Five9 cases

To set up your Assembled queues for your new Five9 integration, we recommend following the steps in our queue configuration guide.

In addition, please note the following Five9 specific details:

• By default, call from Five9 sync to Assembled's "phone" channel. 
• Text interactions in Five9 sync to Assembled's "chat" or "email" channel based on the "media type" fields in Five9

Within Assembled, you can create queues based on the following Five9 attributes:

Setting up Assembled agent states for Five9

To set up your Assembled agent states for your newFive9 integration, we recommend following the steps in our agent states setup guide.

Understanding how Five9 data maps to data attributes in Assembled

Ticket data (Chat)

Ticket data (Phone)

Ticket status (via disposition field)

What Assembled syncs from Five9

Assembled reads two kinds of data from Five9:

• Contact volume, from the Inbound Call Log report for calls and the Digital Channel Log report for chat and email (if digital channels are turned on in Five9). This powers forecasting, queues, channel metrics and ticket reporting.
• Agent states (AUX codes), which power real-time adherence, occupancy and staffing visibility.

Contacts sync every 5 minutes and agent states about every 15 seconds. Yesterday's and last week's tickets are synced again on a rolling basis to pick up late updates.

Troubleshooting the connection

Sending 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 pushing them to Assembled's bulk QA scores API. Scores are matched to agents by email, so the emails in AQM must match your Assembled agent profiles. This is optional, separate from the connection above, and available on Pro and Enterprise plans. See Integrating a QA platform for the fields and limits.

FAQs

• Q: What should I do if I see a sync invalid from the Five9 integration in Configure > Third-party integrations ?
  • A: This could mean a few things so we recommend hovering over the message :
    • If you see any 400 errors those usually are permissions-related. This sometimes happens when the person who originally authorized does not have proper permissions, the person who originally authorized leaves the company, or if someone changed the permissions settings. In order to continue to have data flowing into Assembled and receive accurate reporting, you will need someone with admin permissions to reauthorize the sync.
    • If you see a generic error please reach out to our Support Team and we can help diagnose the root cause.
• Q: Why don't I see call information in the Real-time overview for Five9 calls? 
  • A: Five9 doesn't send Assembled progress calls which means we only get the call information once the call is completed.