Overview

Introduction

The Five9 connector enables 2Ring Dashboards & Wallboards (DW) to integrate with Five9, a cloud-based contact center solution. It provides access to real-time agent activity and custom report statistics by leveraging multiple Five9 APIs — including the Supervisor REST API and Reporting Web Services.

This connector empowers contact center supervisors and decision-makers to monitor live performance, analyze skill-based metrics, and build visualizations based on voice channel activity.

Currently, the Five9 connector supports voice channel data only, due to limitations of the available API.

Data Sources

The Five9 connector uses two core API types:

  • Supervisor REST APIs – Used to retrieve real-time agent and skill statistics through WebSocket communication.

  • Reporting Web Services – Used to periodically pull aggregated data via custom reports configured in Five9.

Both APIs require dedicated Five9 users with the necessary roles and permissions. Data retrieved is refreshed at defined intervals to ensure up-to-date visibility in dashboards.

Built-in Calculations

The Five9 connector provides built-in Grid and KPI Calculation Functions for monitoring both real-time and historical performance. These include agent-level, group-level, and campaign-level metrics related to the voice channel. Calculations are designed to support various contact center roles — from agents to supervisors — and enable detailed insights across skills, dispositions, and call outcomes.

License Filters

Licensing is based on the number of concurrently logged-in agents and may be restricted via skill-based license filters.

Configuration

For any setup or adjustments (e.g., licensing, custom reports), please contact 2Ring Support or your system integrator.

Use Cases

The Five9 connector is ideal for organizations using Five9 as their voice platform and requiring:

  • Real-time visibility into agent activity

  • Aggregated performance KPIs by skill

  • SLA compliance reporting and contact center insights

  • Integration of Five9 metrics into 2Ring dashboards

For more detailed setup instructions and technical reference, consult the remaining chapters of this documentation or reach out to 2Ring Support.