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. See the Classic Five9 Integration Guide on the Calabrio Success Center for more information on Five9 VCC.

System administrators can configure Calabrio ONE to import call recordings from the Five9 VCC or to record calls with Smart Desktop. If Calabrio ONE 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 call 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 Calabrio Professional Services.

Field descriptions

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