Before you begin
Make sure you have an account with administrator privileges
You have the login username and password of the admin account
Submitting Five9 Credentials in MaestroQA
Username | The login username of the admin account |
Password | The password for the admin account |
(Optional) Recording SFTP Hostname | The url of the sftp server. Make sure to prepend the username before the '@' sign |
(Optional) Recording SFTP Password | The password for the sftp server |
Leave the SFTP fields blank if you do not currently export call recordings to an SFTP server.
Export Path Considerations
In order for us to properly match call recordings, we need Call ID (call_guid), as well as the created_date, created_time, and number to be part of the file path and filename, which can be defined via VCC Configuration.
A good Recording Pattern would be:
created_date |
|
directory_delimiter |
|
call_guid |
|
string_constant | @ |
number |
|
string_constant | @ |
created_time |
|
string_constant | .wav |
If you already have a predefined pattern, make sure to let us know!
Reports Leveraged in the Integration
We use the following Five9 Standard Reports to pull in conversations and ticket attributes across Five9 channels:
Calls: Pulled from the Call Log report in the Call Log Reports folder
Chats: Pulled from the Agent Chat Log report in the Digital Channels folder
Emails: Pulled from the Agent Email Log report in the Digital Channels folder