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:
As can be seen in the below screenshot, Five9 makes quite a bit of data available via their API. Scorebuddy will require different information depending on three different requirements:
Information that is always required.
FTP export data points.
Information that you would like your Quality Analysts to have when scoring a call
1. Information that is always required:
Category | Data Point |
Time | DATE |
Time | TIME |
Calls | CUSTOMER NAME |
Calls | CAMPAIGN |
Calls | CALL ID |
Calls | RECORDINGS |
Agent | AGENT |
Contact | CONTACT ID |
2. FTP Export data points:
There are two common methods employed by our clients for FTP export of calls within Five9. The required data points are different in each case. If necessary, please familiarise yourself with the Five9 setup/file output outcomes for your Five9 instance before selecting your data points.
3. Advanced Filters
We recommend adding a filter to this report to remove any calls from the report which do not have any agent association. This can be done in in step 6 when creating a custom report.
4. Ordering your report
We recommend your report is order in ascending order by timestamp. This is to ensure there are no missed interactions when the data is being imported into Scorebuddy. This can be done in step 5 of creating the custom report.
My recording names are set to the Session ID:
Five9 Setting
If you employ this setup, only the below data point needs to be added to your report.
Category | Data Point |
Calls | Session ID |
My recording names are set to a custom file name pattern
Five9 setting
This interface allows you to fully customise the folder path and eventual file name of your call recordings. For each "Type" available above, there is a different data point required by Scorebuddy. They are:
Type Above | Category | Data Point |
_ivr_module | Calls | IVR PATH |
agent_name | Agent | AGENT |
call_guid | Calls | CALL ID |
campaign_name | Calls | CAMPAIGN |
created_date | Time | DATE |
created_time | Time | TIME |
disposition_name | Calls | DISPOSITION |
first_name | Contact | first_name |
ivr_module | Calls | IVR PATH |
last_name | Contact | last_name |
length | Calls | RECORDINGS |
number | Contact | number1 |
number1 | Contact | number1 |
number2 | Contact | number2 |
number3 | Contact | number3 |
owner | Agent | AGENT |
session_id | Calls | SESSION ID |
skill_name | Calls | SKILL |
Using the above table, make sure every Type you use for your FTP transfer, is selected on your Report.
3. Any other information you would like your QA to have:
So long as the above data points have been selected, you may select any other data points that you would like to display to your QA, and it will be passed through to the QA during scoring.
Please be aware that selecting a large number of data points may have a detrimental effect on performance. An example of what your Report should now look like, assuming you use the Session ID as your file name, is below.
Save your report
Click "Save", and enter the details as seen below. It is essential to name the report as shown, 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:
Category | Data Point |
Time | Timestamp |
Agent | Agent |
Text Interaction | Campaign |
Text Interaction | Customer ID |
Text Interaction | Customer Name |
Text Interaction | Media Type |
Text Interaction | Session GUID |
So long as the above seven data points have been selected, you may select any other data points that you would like to display to your QA, and they will be passed through the the QA during scoring.
Please be aware that selecting a large number of data points may have a detrimental effect on performance.
Save your report
Click "Save", and enter the details as seen below. It is essential to name the report as shown, 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
Each of the following details will need to be entered.
Setting | Description |
Label | 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. |
Description | This is a description used to help clarify what the purpose of the integration. |
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 | This is the pattern of the file address for where the files are located on your FTP server. |
Five9 Original Timezone | This is the timezone which your Five9 instance is set to |
Timezone to display in Scorebuddy | This can be used to set the timezone you wish to display in Scorebuddy for the interactions from Five9 |
Region | This is the region of your Five9 instance |
*A note on Five9 File Name Pattern
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 (/)
*A note on Timezones
If you have Scorebuddy configured to be a timezone that is different to your Five9 timezone (for example your call centre and QA team are in different locations), simply set this timezone in "Five9 Instance Timezone",
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.