Five9 Cloud Call Center

Purpose

Medallia Speech enables fast transcriptions and powerful analytics of voice recordings to surface customer pain points. By analyzing every call, you can understand the financial impact, improve processes, and train agents better. Since it’s part of the Medallia Experience Cloud, voice insights are combined with other channels for a complete, rich review of your customer’s journey.

The Medallia Speech Connector for Five9^® enables you to import voice recordings from your Five9 system into Medallia Speech.

Five9 Platform Requirements

The Medallia Speech Connector for Five9 currently integrates with Five9 Cloud Call Center. Customers of other Five9 systems are encouraged to contact their Medallia team for other enablement paths.

Call metadata are transferred over SFTP, typically in hourly batches.

To increase the effectiveness of the Medallia analysis, call recordings are recommended to be stitched together based on the Call.session_id value, and only stitched recordings should be exported in the Call Log reports and uploaded to the SFTP server.

As part of the connector, call recordings are associated with their Call Log entries, so the call recording filenames must be based on data available in the Call Log reports. It is recommended that the format of the recording filename be Call.session_id.wav.

Call recordings are transferred over SFTP.

Medallia Media File Transfer (MMFT) Note

Five9 has a character limitation on the SFTP username/password fields allowed. As a result, the default SFTP account created during Speech provisioning needs to be tweaked if you are using Five9. Please open a Support ticket via https://help.medallia.com and request a Five9-compatible SFTP account to be added to the existing Speech storage location.

Connector Setup

To set up the Medallia Speech Connector for Five9, you need to set up both call log reports and call recordings to be delivered to an SFTP location, in separate folders. Once completed, please provide the SFTP access information needed to your Medallia team or contact your Medallia team if you have any questions.

Audio Recordings

In the VCC Configuration, select the Advanced Recordings tab.

Start by creating a new Destination:

• Name: Medallia Speech Audio Recording
• Protocol: SFTP
• Hostname: filestash.DC.medallia.TLD
  • Change the DC and TLD values as appropriate for your installation
• Port: 22
• Username: USERNAME
  • Change the USERNAME value as appropriate for your installation
• Password: PASSWORD
  • Change the PASSWORD value as appropriate for your installation
• Prefix: (leave blank)
• Time Zone: Default
• Max Connections: 30
• Rewrite existing files: Checked

Next, create a new Upload Rule:

• Name: Stitched Recordings for Medallia Speech
• Filter:
  • Condition Grouping: As desired for your business logic/needs
  • Expression: As desired for your business logic/needs
• Destinations:
  • Destination: Medallia Speech Audio - Stitched Recording
  • Filter Expression Criteria: Combined Recording - Match Filter
  • Recording File Name Pattern:
    • Constant: medallia-speech-recordings
    • Directory Delimiter: /
    • Call Variable: {Call.session_id}
    • Constant: .wav

The File Name Preview should read: medallia-speech-recordings/CallSessionId.wav

Metadata

Start by creating a Scheduled Report:

• Format: Tabular
• Columns:
  • Time
    • DATE
    • TIMESTAMP
  • Recording
    • DELETED
    • LENGTH
  • Recording Upload
    • DESTINATION
    • ERROR MESSAGE
    • FILE PATH
    • FILENAME
    • FILESIZE
    • HOSTNAME
    • STATUS
    • STITCHED
    • UPLOAD ATTEMPTS
    • UPLOAD TIMESTAMP
  • Calls
    • ANI
    • CALL ID
    • CAMPAIGN
    • DNIS
    • SESSION ID
    • SKILL
  • Call Statistics
    • HANDLE TIME
    • HOLD TIME
    • HOLDS
    • QUEUE WAIT TIME
    • TALK TIME
  • Agent
    • AGENT
    • AGENT_ID
    • AGENT_NAME
• Report Ordering: Recommended to have SESSION ID, DATE, and TIMESTAMP at the top
• Summary Fields: Ignore, doesn't apply to tabular reports
• Order information: SESSION ID, then DATE, then TIMESTAMP
• Report Options:
  • Time Frame Interval: Last hour (to match the schedule)
  • Advanced Filters: Define as matches your business logic/needs

Next, create a scheduled report export:

• Scheduled Report Name: Medallia Speech Call Metadata (Hourly)
• Scheduled Report Description: mail2ftp: {transport: 'SFTP', host: 'filestash.DC.medallia.TLD', port: '22', login: 'USERNAME', password: 'PASSWORD', folder: 'medallia-speech-metadata', filename: "metadata_%Y%m%d%H%M.csv", onFailure: 'email1@domain'}
  • Change the DC, TLD, USERNAME, PASSWORD, and onFailure values as appropriate for your installation
• Delivery Report: via E-mails
• E-mails: email1@domain
• Time Zone: (as desired)
• Output Format: CSV (Windows)
• Hourly: Select all hours shown
• Minutes: 00
• Shared: Checked
• Enabled: Checked

Speech Recording Quality

Medallia Speech works best on high-quality voice recordings. Medallia recommends that all recordings be made with the highest fidelity possible and with each speaker given its own audio channel in the recording file. For that reason, recordings at a 44.1 kHz sample rate using multi-channel (ex: stereo) 16-bit samples are strongly recommended.

Legal

Medallia is a registered trademark of Medallia, Inc.

Five9 and Five9 Cloud Contact Center are registered trademarks of Five9, Inc.

The Medallia Speech Connector for Five9 is owned and operated exclusively by Medallia, Inc. and is not affiliated with Five9 Inc. nor any other party. It leverages publicly-available system interfaces that you, as a Five9 client, authorize Medallia to use on your behalf. Medallia shall not be liable for any Five9 Cloud Contact Center system configuration nor management of the Five9 Cloud Contact Center system.

Except as may be represented in other agreements, Medallia provides this connector “AS-IS”, with no other warranties, express or implied, and hereby disclaims all implied warranties, including any warranty of merchantability and warranty of fitness for a particular purpose.