Connection settings for Five9 (for QM and Analytics)

Before you configure the connection settings for Five9, you need to log in to Five9 and create a new folder in Custom Reports. Then, you need to configure five custom Five9 reports for historical data capture and save each of them in this folder.

System administrators can configure Workforce Optimization to import call recordings from the Five9 VCC or to record calls with Smart Desktop. If Workforce Optimization imports call recordings from the Five9 VCC, it imports each segment of a transferred call as a separate contact, which it links to the other segments with an associated contact ID.

NOTE   If your organization has New WFM, then New WFM implementations are done in a separate process. A select number of integrated platforms can be configured using the WFM Integrations page (see Manage WFM integrations). If your integrated platform is not listed on the WFM Integrations page, then it requires a project managed by Professional Services.

Field descriptions

The following fields appear if you select Five9 as the ACD.

Use an ACD filter to limit the users who are synced from the ACD. For example, you might configure a Team Name filter that allows you to sync users who belong to a team that matches a certain naming pattern. You can configure multiple ACD filters.

Field Description

Admin Service

The path to the Admin Web Services API. The default path is the following:

https://api.five9.com/wsadmin/v9_5/AdminWebService

Admin Service Qualified Name

The qualified name for the Admin Web Services API. The default name is the following:

https://service.admin.ws.five9.com

Supervisor Service

The path to the Supervisor Web Services API. The default path is the following:

https://api.five9.com/wssupervisor/v9_5/SupervisorWebService

Supervisor Service Qualified Name

The qualified name for the Supervisor Web Services API. The default name is the following:

http://service.supervisor.ws.five9.com/

User Name—The login name of the Admin Web Services API. The user must be assigned Full Administrator Permissions on the Roles tab in Five9’s VCC Administrator in order for the getUsersInfo API request to return other users who have been assigned the Administrator role.

NOTE   You need a dedicated user name and password for the Data Server. If a user tries to log in to a softphone or administration using these credentials, the user will be kicked off when the Admin Web Services API uses these credentials for authentication on the Data Server.

User Name

The user name of a user who can access the Admin Web Services API.

Password

The password of the user who can access the Admin Web Services API.

NOTE   (System administrators only) The Password field is blank even if the tenant administrator has entered a password for the Admin Web Service API. If you enter a password, you overwrite any existing tenant password.

Domain ID

(RTE Messaging only) (System administrators only) The Five9 domain ID.

Detect Domain

(RTE Messaging only) (System administrators only) The button for retrieving the Five9 domain ID automatically. For this button to work, you must use Five9 Web Services API Version 9.5.

Five9 Call Variable ID

(System administrators only) The variable number for the Five9 CallId required by Smart Desktop to record calls.

  • For tenants in the US and Canada, this value is found by default. The field can remain blank.
  • For tenants outside of the US and Canada, you must enter a value.
Field Description

Interval (Minutes)

The length of the interval at which the ACD is synchronized with the Data Server.
Field Description

Report Folder

The name of the Five9 folder that you created to store the five custom Five9 reports required for historical data capture.

ACD Queue Skill Counts Report

The name of the custom Five9 report that you created for this field.

ACD Queue Skill Durations Report

The name of the custom Five9 report that you created for this field.

ACD Queue Agent Durations Report

The name of the custom Five9 report that you created for this field.

ACD Queue Agent Counts Report

The name of the custom Five9 report that you created for this field.

Agent Durations Report

The name of the custom Five9 report that you created for this field.
Field Description

Choose Region

The region of the S3 bucket where Five9 saves your call recordings. If you use the current path from Five9, this region is US West (N. California).

S3 Bucket

The URL of the S3 bucket where Five9 saves your call recordings. Currently, this path is the following:

http://s3gwfive9.com

IAM Access Key

The access key ID for your AWS account.

IAM Secret Key

The secret access key for your AWS account.

Media Folder

The name of the folder where Five9 saves call recordings for the tenant you have selected. To get the name of this folder, contact Five9 Customer Service.

EXAMPLE   D123/call
Field Description

ACD Capture Delay

Select the amount of time WFM waits before pulling ACD statistics after an interval ends. The default is 15 minutes.

Data Reporting Period

The length of time (in minutes) for which you are requesting data from Five9. Longer data reporting periods result in fewer requests with more data. Intervals that are too long result in large amounts of data being returned. The length of time you enter must be 30–1,440 minutes.

Five9 limits the number of record requests that can be made per day, and it limits the number of records per report to 10,000. One agent represents one record per data reporting period. You should adjust the size of the data reporting period to balance the number of requests and the resulting report file size.

EXAMPLE   If the tenant has a data reporting period of 60 minutes, it can collect 416 one-hour periods (10,000 ÷ 24). If the tenant has a single skill group with 10 agents, it would have data for 41 days. If it had 10 skill groups, it would have data for 4 days.

Enable Data Recapture

Select this check box to recapture data from the entire previous day.

If you routinely handle calls that last more than the maximum default delay, you can opt to recapture the entire previous day’s data from midnight to midnight. The recaptured data overwrites what was captured during the day. This ensures that your statistics are correct and that the data for very long calls is in the correct interval.

Recapture Time

Enter the time to recapture the previous day’s data from the ACD. The default is 03:00.
Field Description

RTE Messaging

The call recording architecture is real-time events messaging.

Legacy

The call recording architecture is browser-based.