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Five9

Bryan Cresswell
  • Updated

Five9 is a telephony platform that is mainly used for phone and chat. More information about Five9 can be found here.

Connecting Five9 to Assembled

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

  • Basic authentication
    • We do 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 platform.
    • The Five9 account that you link to on Assembled will require administrator, supervisor and reporting privileges, so please ensure that you have it enabled for that particular account.
  • NOTE: This allows Assembled to make API requests on behalf of your account. As a result, this will cause an overall increase in your API usage.
  • Successfully connecting Five9 will have a “Synced”, “Sync in progress” or “Connected” field on the specific card in the Settings > Integrations page.

Sync jobs on Assembled

For Five9, these are the sync jobs created:

Sync job Definition Frequency
backfill Syncs data in the past, for a total of 5 years from the time the sync job was created. As fast as possible
default Syncs new and updated data Every 5 minutes
agent_states Syncs agent states Every 15 seconds
update_yesterdays_tickets Syncs ticket data from the day before Every 10 minutes
update_last_weeks_tickets Syncs ticket data from the week before Every 30 minutes

 

Verify the Five9 connection

There are two places on Assembled for you to verify if the integration has been correctly added. If either of these display zero or abnormal numbers, please reach out to our Support Team.

Assembled Type of data
Realtime overview Agent states + contact data
Staffing Timeline → Contacts Contact data

 

Five9 endpoints/services that we integrate with

Inbound Call Log

Question Answer
Do we parse PII data from this endpoint? No
What data does this endpoint provide? Ticket data
What is the rate limit for this endpoint? 1,000 requests / 24 hours
How often does Assembled hit this endpoint? Every 5 minutes

Digital Channel Log

Question Answer
Do we parse PII data from this endpoint? No
What data does this endpoint provide? Ticket data
What is the rate limit for this endpoint? 1,000 requests / 24 hours
How often does Assembled hit this endpoint? Every 5 minutes

getUsersInfo

Question Answer
Do we parse PII data from this endpoint? No
What data does this endpoint provide? User data
What is the rate limit for this endpoint? 172,800 requests / 24 hours
How often does Assembled hit this endpoint? On demand

getCampaigns

Question Answer
Do we parse PII data from this endpoint? No
What data does this endpoint provide? Queue data
What is the rate limit for this endpoint? 172,800 requests / 24 hours
How often does Assembled hit this endpoint? On demand

getSkills

Question Answer
Do we parse PII data from this endpoint? No
What data does this endpoint provide? Queue data
What is the rate limit for this endpoint? 172,800 requests / 24 hours
How often does Assembled hit this endpoint? On demand

getStatistics

Question Answer
Do we parse PII data from this endpoint? No
What data does this endpoint provide? Agent states
What is the rate limit for this endpoint? 5,000 requests / day
How often does Assembled hit this endpoint? Every 15 seconds

getStatisticsUpdate

Question Answer
Do we parse PII data from this endpoint? No
What data does this endpoint provide? Agent states
What is the rate limit for this endpoint? 345,600 requests / day
How often does Assembled hit this endpoint? Every 15 seconds

 

Five9 integration mappings

User roles

Five9 Assembled
Admin Admin
Supervisor Manager
Reporting Manager
CRM Manager Manager
Agent Standard

Ticket data (Chat)

Five9 Assembled
timestamp + queue_time + response_time first_responded_at
queue_time + response_time (SLA) first_response_duration

Ticket data (Phone)

Five9 Assembled
timestamp + queue_wait_time  first_responded_at
queue_wait_time (SLA) first_response_duration

Ticket status (via disposition field)

Five9 Assembled
No Disposition Solved
Abandon Closed
[Not Defined] Open
  Empty

 

FAQ

    • If we do receive the ANI or the AgentName in either report, we will store it. If you have any issues regarding us storing this information, please reach out to our Support Team
    • The ACD Custom Queue report can provide the full journey of each call, but it is a custom report that you have to create on Five9. You will have to create the report and then place it in the “Assembled” folder on Five9. Please reach out to our Support Team if you would like to have this report set-up.
    • If we receive a REASON CODE along with the STATE value, we will display it as STATE - REASON CODE in the agent states panel.
    • There is a chance that Five9 will skip returning agent states if the STATE value is the same, while the REASON has changed.
      • To mitigate this, we infer the previous state by checking the logged_out_duration or not_ready_duration - it works because the reason codes only change in those two states.
    • We have an exponential backoff when dealing with the Five9 API limits, but we generally don’t exceed the limits.

 

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