Integration setup
I receive an error “Please review your settings below and attempt to connect to Scorebuddy again. Invalid account: 0 security answers specified, but 3 required”
Your Five9 instance has a security requirement that three security questions be set for a user. Log in to Five9 as the Admin you are providing the Username and Password details for, and set up these security questions/answers, then try again.
It says that my integration was successful, but when I go to match my users nothing is appearing in the dropdown?
Ensure that the Username and Password fields are populated with the details of a Five9 Admin. The same Admin you user you created the reports for in Five9 must be used.
Creating Lists
My lists are returning zero interactions for my users?
Have you matched your users? This is a necessary step in order to be able to pull interactions.
Have you created the necessary reports for Scorebuddy to access your Five9 information? These reports must be created whilst logged into Five9 as the user you have provided the Admin details for when setting up the integration.
Ensure that there is data available within the parameters of the filters/agent selections you have applied (e.g. make sure that filters are not restricting search to a non-business day, make sure the matched user/s you are searching for have taken interactions within the date range etc.)
Scoring interactions
I am getting the error “There was a problem getting the Audio File” for some or all of the audio files I try to score.
Check your SFTP Username and Password details in the integration settings. Are these correct? Can you log into the FTP directly with them?
Check you FTP path. This should be the path on the server before the “recordings” folder and should include a trailing slash.
Check the Five9 File Name Pattern you have provided in the integration settings. Ensure that forward slashes are being used. Find the audio file you are unable to download within Scorebuddy on your FTP server. Does the filename match the pattern you have provided Scorebuddy?
Calls which do not have one of the elements used in your File Name Pattern (such as calls which do not have a recorded Campaign) will not be found. Try using filters to exclude these types of calls when building your list (i.e. use a “Campaign EQUALS Campaign 1” filter to exclude calls with no campaign attached).
How long are your call recordings held on your FTP? It may be that after a given period these are shifted to another location than the one specified in your integration settings.