Adding a Five9 integration is relatively simple, but has a few very important steps to follow. Your account manager can help if you get stuck.
N.B. Scorebuddy depends on the reports that you will set up in this guide. If they are deleted or changed, your integration may cease to function. Due to this, it is highly recommended that you create a user solely for use by Scorebuddy to connect to your Five9 API.
Note: It is necessary that your Five9 calls are being stored on an FTP for the call audio to be pulled through into Scorebuddy via the integration. If you are using the cloud storage provided by Five9 instead of an FTP, this will not be possible.
Step 1: Creating the Custom User for API Access
In your Virtual Contact Centre, select "Users", and click the Plus (+) Icon to Add a new user.
In the Roles tab, add "Administrator" and "Reporting", and remove Agent (Agent will be in place by default). The user you create must have these Admin permissions.
It has been observed that addition/editing of users can take some time before it takes effect on the Five9 network. If you have issues saving your details to Scorebuddy below, simply wait some time and try again.
Step 2: Creating a Custom Report/s in Five9, for Scorebuddy to Access Calls or Chat/Email
The Scorebuddy - Five9 integration requires a custom report to be created in Five9, to be run at Scorebuddy's discretion.
You must be logged in as the Admin user who will be linked to your integration, so, if you have created a specific user as recommended, ensure that you are logged in as them before following these steps.
It is important that this report is set up as per the below, and then not used for any reason other than Scorebuddy!
Sign Into Five9, Click "Dashboard & Report"
Go to "Custom Reports". Click "Create New Custom Report"
Select "Call Log", and Press "Next"
Select "Tabular Report", and Click "Next"
Selecting the Required Data Points:
Please ensure that each and every data point is selected in your report.
Category | Data Point |
Time | TIMESTAMP |
Time | DATE |
Time | TIME |
Calls | CAMPAIGN |
Calls | DISPOSITION |
Calls | CUSTOMER NAME |
Calls | CALL ID |
Calls | RECORDINGS |
Calls | SESSION ID |
Calls | IVR PATH |
Calls | SKILL |
Agent | AGENT ID |
Agent | AGENT |
Contact | CONTACT ID |
Contact | first_name |
Contact | last_name |
Contact | number1 |
Contact | number2 |
Contact | number3 |
Save your report
Click "Save", and enter the details as seen below. It is essential to name the report as shown "Call Report Scorebuddy", and to set "Report Folder" as seen below.
"Description" can be set to whatever you would like, but we highly recommend a warning to your users that this report must not be deleted under any circumstances.
Creating a Custom Report in Five9, for Scorebuddy to Access ARU (Advanced Recordings Upload) (This step is only necessary if this feature is being used)
If your Five9 account utilizes the optional ARU (Advanced Recordings Upload) feature - it is neccesary to create this report in order to locate and pull through audio.
Please note, like the call report this report must also be created whilst logged in to Five9 as your designated Admin.
Return to "Custom Reports". Click "Create New Custom Report"
Select "Call Recording", and click "Next"
Select "Tabular Report", and Click "Next"
Select the Required Data Points:
Selecting the Required Data Points:
Please ensure that each and every data point is selected in your report.
Category | Data Point |
Time | TIMESTAMP |
Recording | RECORDING |
Recording Upload | FILENAME |
Recording Upload | FILE PATH |
Recording Upload | HOSTNAME |
Calls | SESSIONID |
Save your report
Click "Save", and enter the details as seen below. It is essential to name the report as shown "Call Report(ARU) Scorebuddy", and to set "Report Folder" as seen below.
"Description" can be set to whatever you would like, but we highly recommend a warning to your users that this report must not be deleted under any circumstances.
Creating a Custom Report in Five9, for Scorebuddy to Access Chat & Email (This step is only necessary if Five9 Omnichannel is being used. Otherwise skip to Step 3)
Please note, like the call report this report must also be created whilst logged in to Five9 as your designated Admin.
Return to "Custom Reports". Click "Create New Custom Report"
Select "Digital Channel", and Press "Next"
Select "Tabular Report", and Click "Next"
Select the Required Data Points:
Please ensure that each and every data point is selected in your report.
Category | Data Point |
Time | TIMESTAMP |
Time | DATE |
Time | TIME |
Agent | AGENT ID |
Agent | AGENT |
Text Interaction | CAMPAIGN |
Text Interaction | DISPOSITION |
Text Interaction | CUSTOMER NAME |
Text Interaction | SESSION GUID |
Text Interaction | SKILL |
Text Interaction | MEDIA TYPE |
Text Interaction | TRANSCRIPT LINK |
Text Interaction | CHAT QUESTION |
Text Interaction | EMAIL SUBJECT |
Save your report
Click "Save", and enter the details as seen below. It is essential to name the report as shown "Text Report Scorebuddy", and to set "Report Folder" as seen below.
"Description" can be set to whatever you would like, but we highly recommend a warning to your users that this report must not be deleted under any circumstances.
The Five9 side of the installation is now complete. Let's finish the Scorebuddy side.
Step 3: Setting up Scorebuddy
Going to Score > Interactions > View Integrations > Add Integrations > Five 9 v2
Each of the following details will need to be entered.
Setting | Description |
Name | This is simply a label for your integration while using Scorebuddy. It is useful for when you have multiple Five9 integrations, and wish to be able to distinguish them easily. |
Username | An admin username for Five9. It is an essential requirement that this must be an administrator account. If, as recommended, a specific user was created in order to create the necessary reports, use those details here |
Password | The password associated with the above account |
FTP Server | The URL/IP of the FTP server where Five9 ships your call recordings |
FTP Username | The Username of the above server |
FTP Password | The Password of the above server |
FTP Path | The Path on the server before the "recordings" folder that Five9 sets up automatically, including a trailing slash. |
FTP Port | The Port to connect to the FTP service. |
File name pattern | see note below |
Five9 Recordings File Timezone | This should be set to the same timezone as you have configured within the export tab of the configuration menu within your Five9 VCC *See below screenshot on VCC Configuration |
Time zone to display in Scorebuddy | This configures which time zone the interaction is shown under when viewing within the scoring page. This should match the Timezone which your custom Five9 report is set to |
Region | US/EU/Canada/UK |
Data retention policy | Set a data retention policy which specifies how long you wish for Scorebuddy to store your cases. Once this period has been exceeded the case details are automatically removed from Scorebuddy. |
*A note on Five9 File Name Pattern
If you use Session ID for file names in campaign configuration, leave "File Name Pattern" field blank.
If you do NOT use the Session ID option, and instead use a custom folder and file path, you will need to enter this into "Five9 File Name Pattern".
Scorebuddy's interface is a little more simple. Each step is either represented as is (or for example if you have a "directory_delimiter" or a "string_constant" in Five9, you can just type the word or a forward slash into Scorebuddy.
If you use a "type" other than these, just type the name surrounded by angle brackets (the curly ones {}).
So for example, if your FTP configuration looks like the below:
Your File Name Pattern in Scorebuddy will be: "recordings/{owner}/{created_date}/{number} by {agent_name} @ {created_time}{_ivr_module.wav}". *Please note the use of forward slashes (/)
Step 4: Finalizing the integration
Click "Connect Five9 to Scorebuddy" and you should be ready to go!
Step 5: Matching your users
It is necessary to match your Five9 profiles to the equivalent user profile in Scorebuddy so that data is allocated correctly. You will only be able to pull call/chat data for those users who have been matched.
Follow Score > Interactions > View Integrations and click More next to your Five9 integration. From here select Match Users.
The Auto Match button will match users based on their name and it is recommended to use this. For outliers (or if your users have different names in Five9 and Scorebuddy) the dropdown next to each name will allow you to manually match your users.
*Please note, future users added to the Scorebuddy platform will need to be matched with their Five9 profile in order to be used in lists.