How to connect Five9 – Assembled

Assembled integrates with Five9 — telephony platform that is mainly used for phone and chat— allowing your ticket data to be forecasted and tracked in our system. This article will walk through how to setup the integration and verify the data Assembled pulls in is correct.

Preparing your Five9 data for Assembled

Before you connect your Five9 instance to Assembled, we recommend working with your team’s Five9 administrator to prepare your Five9 data as follows:

• Channels: By default, calls from Five9 sync to the phone channel in Assembled. Five9 text interactions sync to the chat or email channel in Assembled based on the media type field in Five9.
• **Ticket attributes:**Assembled can create queues based on one of the following attributes. If you plan to separate your Five9 data into multiple queues within Assembled, you should ensure that each Five9 ticket has one of the following properties:
  • Skill
  • Campaign

Connecting to Five9

Assembled connects to Five9 via basic authentication which allows Assembled to make API requests to the Five9 API on behalf of your Five9 account.

As a result, this will cause an overall increase in your Five9 API usage.

• We 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 customer’s platform.

• The Five9 account that your customer links to on Assembled will require administrator privileges, supervisor, reporting privileges, so please ensure that your customer has it enabled for that particular account. This account will also be required to have security questions set up in their account.

• Please ensure this account has "User can execute Web API requests" enabled.

• To connect your Five9 instance to your Assembled instance, you will need a Five9 admin to navigate to Assembled's integrations directory and click Add from the Five9 integration.

• In the Region field this will default to US. Use the dropdown to select a different region if needed.

• Five9 User ID = The Five9 User ID refers to the email address used to log in to your Five9 account. Must be an Admin account.

• If you have successfully connected to Five9, you will see a Synced, Sync in progress, or Connected field on the Five9-specific card in Assembled’s Settings > Integrations page.

Verifying the connection

There are two places in Assembled for you to verify if the Five9 integration has been correctly added: the Realtime dashboard and the Staffing timeline.

The Realtime dashboard will display agent states and current adherence. Use this dashboard to make sure agent states from Five9 are being synced to Assembled correctly.

The Staffing timeline displays the contacts of Five9. Select Channel Phone and Contacts to see a line graph displaying how many tickets over time. This graph will show if the sync for tickets is working.

Adding agents from Five9

To add agents into Assembled you can follow the steps in our people page guide. Agents can be added manually or in bulk via Add from Five9 in the people page, CSV upload or through the API.

In addition, please note that Assembled will map Five9’s users with the following permission levels:

Setting up Assembled queues for Five9 cases

To set up your Assembled queues for your new Five9 integration, we recommend following the steps in our queue configuration guide.

In addition, please note the following Five9 specific details:

• By default, call from Five9 sync to Assembled's "phone" channel.
• Text interactions in Five9 sync to Assembled's "chat" or "email" channel based on the "media type" fields in Five9

Setting up Assembled agent states for Five9

To set up your Assembled agent states for your new Five9 integration, we recommend following the steps in our agent states setup guide.

Understanding how Five9 data maps to data attributes in Assembled

Ticket data (Chat)

Ticket data (Phone)

Ticket status (via disposition field)

FAQs

• Q: What should I do if I see a sync invalid from the Five9 integration in Settings>Integrations ?
  • A: This could mean a few things so we recommend hovering over the message :
    • If you see any 400 errors those usually are permissions-related. This sometimes happens when the person who originally authorized does not have proper permissions, the person who originally authorized leaves the company, or if someone changed the permissions settings. In order to continue to have data flowing into Assembled and receive accurate reporting, you will need someone with admin permissions to reauthorize the sync.
    • If you see a generic error please reach out to our Support Team and we can help diagnose the root cause.
• Q: Why don't I see call information in the realtime dashboard for Five9 calls?
  • A: Five9 doesn't send Assembled progress calls which means we only get the call information once the call is completed.