Five9
This topic describes how to integrate Medallia Agent Connect and Five9 to send survey requests when tickets are solved. Feedback in Agent Connect links directly to Five9, enabling your team to see the tickets related to specific pieces of feedback.
- The Team Member that has resolved the ticket has an approved Agent Connect profile.
- The customer’s record includes an email address.
- A Team Member is assigned to the ticket when it is solved.
Generating a Public SSH key
Agent Connect requires a Public SSH key for authentication to the SFTP server. Provide the following information to your Agent Connect Client Success Manager, and then wait to receive confirmation.
- SSH Key Type — RSA key 2048 bits or higher
- DNS name — sftp-v2.stellaconnect.net/
Create a service request with Five9 to use in-mail FTP. Five9 provides the name to use in scheduled reports
Creating a Five9 custom report
Create a custom report in Five9 that contains the ticket information for which Agent Connect surveys should be sent. At minimum, Agent Connect requires the report to include the agent email address, customer email address, and channel used for the interaction. Work with your Agent Connect Client Success Manager to determine what information is right for your team.
For email and chat channels, create a Digital Channel Tabular Report. For the phone channel, create a Call Log Tabular Report.
For detailed information about creating Five9 custom reports, see the Five9 Dashboards and Reports User's Guide.
Scheduling report generation
Schedule the frequency at which your Five9 custom report is generated. You can schedule the report from a report output page, the report wizard, or the Scheduled Reports tab.
Specify the following information in the schedule:
- Schedule Report Name — Agent Connect File
- Schedule Reports Description — mail2ftp:{transport:'SFTP',host:'sftp-v2.stellaconnect.net',login:'Stella_Provided_User_Namel',password:'password',onFailure:'YOUR_Email',identity:'Five9_Provided_File_Name',port:'22',filename:'STELLADOMAIN_%Y%m%d%H%M%S.csv'}
- Delivery Report — Email
- Email — gw@mail2ftp.five9.com
- Output — CSV (pipe)
Testing and moving to production
After your first report is generated and sent contact your Agent Connect Client Success Manager, who maps data in your report to Agent Connect and confirms that surveys are processed correctly. Wait to be contacted by your Client Success Manager to arrange a date for moving to production.
When you are ready to move to production, in Agent Connect open the Integrations setup screen. For each channel you integrated, switch that field to On, and then click Update.
