Plan requirement: QA score ingestion is available on Pro and Enterprise plans. Contact support@assembledhq.com if you need to upgrade.

Overview

Assembled integrates with Five9 across two independent layers:

• Core WFM integration — Five9 sends contact volume and real-time agent state data to Assembled for forecasting, scheduling, adherence, and reporting.
• QA score integration — Quality scores from Five9 Agentic Quality Management (AQM) or any other QA tool can be pushed into Assembled's Agent Scorecard via API.

These layers are independent. You can run the core WFM integration without QA scores, push QA scores without the WFM integration, or use both together.

What is Five9 AQM?

Five9's Agentic Quality Management (AQM) is a quality management product that sits alongside the Five9 VCC (CCaaS) platform. It includes evaluation dashboards, coaching features, and leaderboards for agents and supervisors.

When Five9 sells AQM, Assembled serves as the embedded WFM component. Supervisors can access WFM schedules, adherence data, and the staffing timeline directly inside the Five9 AQM interface — without switching to a separate tool. WFM administrators and schedulers who need the full Assembled product continue to log into Assembled directly.

Part 1: Setting up the core Five9 integration

Before QA scores can flow, the base Five9 integration should be running. This integration provides the contact volume and real-time agent state data that power forecasting, scheduling, adherence, and reporting in Assembled.

Prerequisites

Create a dedicated integration user in Five9. Do not use a personal account — if that user's password changes or the account is deactivated, the integration will break.

When setting up the new Five9 user, Five9 will prompt you to complete security questions. These must be answered; if they are not, the integration will fail during setup.

Permissions required

The integration user needs all three of the following permissions enabled in Five9:

Steps to connect

1. In Assembled, go to Settings → Integrations → Integration directory.
2. Find Five9 and click Add.
3. Enter the User ID and Password for your dedicated Five9 integration user.
4. Select your Five9 region:

1. Click Connect with Five9.
2. Once connected, Assembled automatically kicks off a historical data backfill (typically 2–3 years by default; configurable on request via support).
3. Return to Settings → Teamwide integrations. Status should show Sync in progress, then Synced once the backfill completes.

For more detail on the WFM-only setup, see How to connect Five9.

What data flows

Once connected, Assembled pulls two primary data streams from Five9:

Default Five9 reports used:

• Inbound Call Log (Call Log Reports) — voice calls
• Digital Channel Log (Digital Channel Reports) — chat and email (if digital channels are enabled in your Five9 account)

Sync frequency:

• Ticket/contact data: every 5 minutes
• Agent states: every ~15 seconds (may appear in the UI as refreshing every 5–20 seconds)
• Yesterday's and last week's tickets are re-synced on rolling schedules to capture late updates

Common connection issues

Part 2: Pushing QA scores into Assembled

Note from implementations: QA system integrations are uncommon — most customers run WFM without pushing QA scores. If a customer wants QA scores in Assembled, they can typically set this up themselves. It is straightforward: configure the API connection and follow the steps below.

Why surface QA scores in Assembled?

The Agent Scorecard shows metrics like adherence, occupancy, utilization, and cases solved. Without a QA score, you see how fast and how much an agent worked, but not how well. Adding QA scores completes the picture.

Surfacing QA scores alongside WFM metrics helps balance speed of performance vs. quality of performance — so high throughput does not mask low-quality interactions.

When agents can see these scores (not just managers), teams typically see a 10–15% increase in adherence and utilization, because agents understand the standards they are measured against and can self-correct.

How it works (API)

QA scores from Five9 AQM (or any QA tool) are pushed to Assembled via the bulk QA scores API endpoint:

POST <https://api.assembledhq.com/v0/qa_scores/bulk>

Authenticate with your Assembled API key (HTTP Basic Auth; key as username, no password). API keys are available at Settings → API.

Required fields per score:

Optional fields: max_score (defaults to 100), grader, graded_at, agent_name, agent_platform_id, platform

Example request:

curl "<https://api.assembledhq.com/v0/qa_scores/bulk>" \\
  -H "Content-Type: application/json" \\
  -X POST \\
  -u sk_live_abc123: \\
  -d '{
    "scores": [
      {
        "agent_email": "agent@example.com",
        "ticket_created_at": 1660000400,
        "score": 85,
        "max_score": 100,
        "imported_id": "five9_eval_123",
        "grader": "QA Supervisor",
        "graded_at": 1660001000
      }
    ]
  }'

API limits:

• Up to 1,000 scores per request
• Default rate limit: 300 requests per minute (contact support if you need a higher limit)

Implementation is typically handled via a middleware script or cron job that extracts evaluations from Five9 AQM and POSTs them to Assembled, ensuring each score is associated with the correct agent by email.

Full API reference: Quality assurance scores

Alternative: native QA platform integrations

If you use a third-party QA platform instead of (or in addition to) pushing scores via API, Assembled also supports direct integrations:

These integrations sync automatically (every 5 minutes) and do not require custom middleware. See Integrating a QA platform.

What it looks like in Assembled

Once scores are flowing, QA data appears as a metric on the Agent Scorecard (Reports → Agent Scorecard):

• Track an agent's QA score over time
• Compare scores against thresholds
• View QA scores alongside WFM metrics (adherence, occupancy, utilization, cases solved, etc.)
• Export QA evaluation details from the scorecard

Agent matching: Scores are matched to Assembled agents by email address. Ensure agent emails in Five9 AQM match agent profiles in Assembled.

Part 3: The Five9 AQM embedded experience

For customers using Five9's AQM product, Assembled is accessible directly within the Five9 supervisor interface — no need to switch between tools.

How it works

• Assembled is iFramed within the Five9 AQM supervisor experience.
• Supervisors can access WFM schedules, adherence data, and the staffing timeline without leaving Five9 AQM.
• Phase 1 covers the supervisor experience. The agent-facing view (agents seeing their own schedule within Five9 AQM) is a later-stage roadmap item.
• WFM administrators and analysts who need full Assembled access continue to log into Assembled directly.

In scope for the embedded experience

• Agents
• Supervisors

Out of scope (use Assembled directly)

• WFM managers and schedulers
• Anyone needing forecasting, capacity planning, or admin-level configuration

Part 4: The QA-to-coaching workflow (roadmap)

Beyond displaying scores, Assembled is building toward workflow automation where a QA evaluation can automatically trigger a coaching or one-on-one session inserted into the agent's schedule.

This is the direction set by integrations like Level AI, where QM tools can pass evaluation results into Assembled and trigger coaching workflows — going beyond simple data pass-through to workflow optimization. The ambition is to bring similar depth to the Five9 AQM integration over time.

This coaching workflow is not yet available for Five9 AQM. Today, QA scores surface in the Agent Scorecard; coaching session automation is on the roadmap.

FAQ

Do I need both the Five9 WFM integration and QA scores?

No. They are independent. Most customers run WFM only. QA score push is optional and customer-managed.

Can I use Five9 AQM's native scoring without building middleware?

Five9 AQM does not have a turnkey "click to connect" QA integration in Assembled today. Scores must be pushed via the API (Part 2), or you can use a supported third-party QA platform with a native Assembled integration.

My integration user has Administrator and Supervisor roles but setup still fails.

Check that Supervisor: Execute Web API is explicitly enabled, and that security questions are completed for the integration user.

How far back does historical data go?

The default backfill is typically 2–3 years. Contact support if you need a different range.

Related articles

• How to connect Five9 (core WFM setup)
• Integrating a QA platform
• How to connect MaestroQA / Rippit
• Assembled API: Quality assurance scores