# Five9 QM MCP for AI Agents AI Agent Connect

> Five9 QM lets you manage agent evaluations, review recordings, and track quality metrics through your AI client. It connects your Five9 Quality Management account to your workflow so you can handle QA tasks via natural conversation. Use it to fetch scores, grab recording links, and pull summary reports without jumping between tabs.

## Overview
- **Category:** industry-titans
- **Price:** Free
- **Endpoint:** https://edge.vinkius.com/vk_preview_5qK42bWRq5VbagZWk1wC9HeM2fJcto1UePEBKq0C/ai-agent-connect
- **Tags:** quality-assurance, performance-scoring, agent-evaluation, interaction-review, coaching, compliance-monitoring

## Description

Imagine you're a QA lead trying to keep up with hundreds of agent interactions. Usually, that means jumping between tabs, searching for specific recordings, and manually logging scores into a spreadsheet. It's a slog. With the Five9 QM MCP, that whole process changes. You can just ask your agent to find a specific call from last Tuesday, pull up the scoring rubric, and submit a completed evaluation in seconds. You can also see how your team is doing on calibrations or grab a summary of your organization's quality trends without digging through a dashboard. It turns a tedious manual audit into a quick conversation. By adding this to your Vinkius catalog, you get a direct line into your quality management data, letting you focus on coaching agents instead of hunting for files. It's about getting the right data to the right person without the clicking fatigue.

## Tools

### get_qm_summary
Get a summary report of your QM metrics. This gives you a high-level look at organization-wide trends.

### list_qm_agents
List all agents available for evaluation. This helps you identify who needs a quality review.

### list_qm_interactions
List all recorded interactions. Use this to browse through recent calls and digital chats.

### list_qm_users
List all users in the QM system. Use this to manage team permissions and access.

### create_evaluation
Submit a new evaluation for an agent. This lets you log scores quickly.

### get_evaluation_form
Get the structure of a specific evaluation form. Use this to see the exact questions and scoring rules.

### get_evaluation
Get the details of a specific evaluation. This pulls the actual scores and feedback for a review.

### get_qm_interaction
Get metadata for a specific interaction. Use this to find details about a voice or digital call.

### get_recording_link
Get a secure link to an audio recording. This lets you listen to a call for quality analysis.

### list_calibrations
List all calibration sessions. Use this to track progress on scoring consistency across the team.

### list_evaluation_forms
List all available evaluation forms. This helps you see what rubrics are currently active.

### list_evaluations
List all agent evaluations. Use this to see a history of completed reviews.

## Prompt Examples

**Prompt:** 
```
Show me the scores for the last 5 evaluations for Agent Smith.
```

**Response:** 
```
I've pulled the 5 most recent evaluations for Agent Smith. Here's the breakdown:

| Date | Interaction | Score | Feedback |
| :--- | :--- | :--- | :--- |
| Oct 24 | Support Call | 92% | Great empathy shown. |
| Oct 22 | Sales Call | 88% | Followed all steps. |
| Oct 20 | Billing | 95% | Perfect resolution. |
| Oct 18 | Support | 84% | Needed more clarity. |
| Oct 15 | Sales | 90% | Good upsell attempt. |

Would you like to see the full feedback for any of these?
```

**Prompt:** 
```
Can you find the recording link for the call with ID 'int_9982'?
```

**Response:** 
```
I found that interaction for you. Here is the secure link to the audio recording:

[Listen to Recording](https://api.five9.com/qm/v1/temp/rec_xyz789)

*Note: This link is temporary and will expire shortly.*
```

**Prompt:** 
```
What are the different evaluation forms we have right now?
```

**Response:** 
```
You currently have 3 active evaluation forms in Five9 QM:

*   **General Support Rubric**
*   **Advanced Technical Troubleshooting**
*   **Sales Compliance Checklist**

Which one would you like me to inspect for the question structure?
```

## Capabilities

### Submit new agent evaluations
Use create_evaluation to log scores and feedback for agent interactions immediately.

### Pull detailed scores from past reviews
Use get_evaluation to see the exact scores and feedback from previous quality audits.

### Generate secure links to audio recordings
Use get_recording_link to get a temporary link for listening to a specific call.

### List all active quality evaluation forms
Use list_evaluation_forms to see the rubrics and scoring structures currently in use.

### Track calibration sessions
Use list_calibrations to monitor session progress and ensure scoring consistency.

### Fetch high-level summary reports
Use get_qm_summary to pull organization-wide quality trends and performance metrics.

### Identify evaluatable agents
Use list_qm_agents to see which agents are available for quality reviews.

## Use Cases

### Finding a specific call for review
A QA analyst needs to find a call from last week. They ask the agent to list interactions from a specific date, then use get_recording_link to listen to the audio.

### Monitoring calibration progress
A manager wants to see if the team is scoring consistently. They ask the agent to list all calibration sessions and check the progress of ongoing audits.

### Preparing for a coaching session
A team lead is preparing for a 1-on-1. They use list_qm_agents to find a specific person and get_evaluation to see their latest scores and feedback.

### Pulling monthly quality metrics
A supervisor needs to report on monthly quality. They ask the agent to fetch the QM summary report to get organization-wide metrics for their presentation.

## Benefits

- Stop hunting for recordings by using get_recording_link to grab secure audio links instantly.
- Keep your scoring consistent across the team by tracking calibration sessions with list_calibrations.
- Save time on data entry by using create_evaluation to submit scores directly from your agent.
- Get a bird's-eye view of performance trends with get_qm_summary for high-level reporting.
- Quickly see what's on the rubric by fetching form structures with get_evaluation_form.
- Find specific interactions faster by listing them with list_qm_interactions or list_evaluations.

## How It Works

The bottom line is you get a conversational interface for your entire Five9 Quality Management workflow.

1. Subscribe to the Five9 QM MCP through the Vinkius Marketplace.
2. Enter your Five9 VCC Username and Password with QM permissions enabled.
3. Ask your AI client to fetch recordings, submit scores, or pull summary reports.

## Frequently Asked Questions

**How does the Five9 QM MCP help with quality assurance?**
It connects your Five9 Quality Management data to your AI client. You can ask your agent to find recordings, pull scores, or list evaluations without leaving your workspace, making it much faster to handle QA tasks.

**Can I use Five9 QM to listen to agent calls?**
Yes. You can ask your agent to find a specific interaction and it will generate a secure, temporary link to the audio recording so you can listen to it immediately.

**Does the Five9 QM MCP show me organization-wide quality trends?**
Yes, it can fetch QM summary reports. This allows you to get a high-level overview of your organization's quality metrics and performance trends through simple questions.

**Can I manage my QA team's users through the Five9 QM MCP?**
Yes, it allows you to list and manage QM system users. This helps you keep track of who has access to your quality management tools and data.

**How do I see the scoring rubrics for my agents?**
You can ask your agent to list all evaluation forms or fetch the specific structure of a form. This shows you the exact questions and scoring rules used for different types of interactions.

**Can I use Five9 QM to track calibration sessions?**
Yes, the Connector can list all calibration sessions. This helps your team ensure that different QA analysts are scoring interactions consistently across the board.

**How do I get a link to listen to a specific call recording?**
You can use the 'get_recording_link' tool by providing the Interaction ID. The agent will return a secure, temporary URL that allows you to play back the audio file directly.

**Can I see the structure of an evaluation form before submitting a score?**
Yes! The 'get_evaluation_form' tool retrieves the full structure of any quality form, including questions and scoring logic, so you can ensure you have the right context for your evaluation.

**Is there a way to track organization-wide quality trends?**
Absolutely. Use the 'get_qm_summary' tool to retrieve high-level metrics and summary reports that highlight overall quality performance across your entire contact center.