# Five9 MCP for AI Agents AI Agent Connect

> Five9 MCP lets you manage your contact center operations through an AI agent. You can monitor agent statuses, pull real-time performance metrics, and handle active calls without switching tabs. It's built for supervisors who need to keep an eye on the floor and manage campaigns or agent groups instantly.

## Overview
- **Category:** industry-titans
- **Price:** Free
- **Endpoint:** https://edge.vinkius.com/vk_preview_fIpwp3ZKGcekDzYQorReCxGpdcvPanfKXOkpi3rT/ai-agent-connect
- **Tags:** contact-center, call-routing, agent-monitoring, real-time-analytics, voice-automation, interaction-management

## Description

The Five9 MCP lets you manage your contact center operations through a natural conversation with your AI agent. You can monitor agent statuses, pull real-time performance metrics, and handle active calls without switching tabs. It's built for supervisors who need to keep an eye on the floor and manage campaigns or agent groups instantly. Usually, you're jumping between tabs to see who's on a call, who's on break, and whether your service levels are hitting the targets. This Connector changes that by letting your AI agent do the heavy lifting. Instead of hunting for data, you just ask your agent for a status update or to see how the current campaign is performing. It handles the secure login and session management for you, so you can focus on the people. Whether you're forcing an agent to log out during an emergency or checking the average handle time, the information comes to you in plain text. It's one of the many tools available in the Vinkius catalog that turns a complex dashboard into a simple conversation. You get a bird's-eye view of your entire operation, from user lists to skill distributions, all within your existing chat interface. You no longer have to worry about the technical hurdles of API keys or complex query structures, as the system handles the heavy lifting behind the scenes.

## Tools

### list_active_interactions
See a list of all calls or digital interactions currently in progress. This helps you track live volume.

### list_agent_states
View the operational status of every agent in the system. This gives you a full picture of the floor.

### list_campaigns
See all active campaigns configured in your Five9 account. Use this to review distribution rules.

### logout_session
Securely end the current supervisor session. Use this to maintain security when finishing your shift.

### get_statistics
Pull real-time contact center performance metrics. Use this to check your current service levels.

### list_agent_groups
See all agent groups defined in your organization. Use this to understand your team structure.

### get_agent_state
Get the specific status of a single agent. This helps you confirm if an individual is available for calls.

### list_skills
Retrieve a list of all skills defined in your contact center. This helps with organizing agent capabilities.

### list_users
Get a list of all users within your organization. This is useful for auditing your user base.

### terminate_interaction
Forcefully end a specific active call or interaction. This is vital for stopping problematic sessions.

### update_agent_state
Change an agent's status to READY, NOT_READY, or LOGOUT remotely. This allows for instant floor management.

## Prompt Examples

**Prompt:** 
```
What's the status of the agents right now?
```

**Response:** 
```
### Current Agent Status

| Agent ID | Status | Notes |
| :--- | :--- | :--- |
| agent_01 | **READY** | Available |
| agent_02 | **BREAK** | Back at 2:00 PM |
| agent_03 | **LOGOUT** | Off shift |
| agent_04 | **NOT_READY** | In training |

There are currently 12 agents active on the floor.
```

**Prompt:** 
```
Give me the current contact center stats.
```

**Response:** 
```
### Real-Time Performance Metrics

*   **Average Handle Time (AHT):** 4:30
*   **Service Level:** 85%
*   **Calls in Queue:** 15

Your service level is currently meeting the target of 80%.
```

**Prompt:** 
```
Put agent_55 into LOGOUT.
```

**Response:** 
```
### Action Successful

Agent **agent_55** has been remotely transitioned to the **LOGOUT** state. Their supervisor session has been updated.
```

## Capabilities

### Check agent statuses
See who is ready, on break, or logged out at a glance.

### Pull live metrics
Get real-time stats on handle times and service levels.

### Manage active calls
View current interactions and end sessions remotely.

### View campaign data
See all active campaigns and skills in one list.

### Remote agent control
Change an agent's status to ready or logout instantly.

### Explore organization data
List all users, groups, and skills in your setup.

## Use Cases

### Emergency Call Termination
A supervisor notices an agent is stuck on a ghost call and uses terminate_interaction to free them up for new customers.

### Morning Staffing Check
An ops manager asks the agent to list all list_campaigns and list_skills to prepare for the day's targets.

### Service Level Monitoring
A lead asks for get_statistics every 10 minutes to ensure service levels stay above 85% during the morning rush.

### Agent State Updates
A manager uses update_agent_state to move several agents to READY status as a lunch break ends.

## Benefits

- Real-time visibility: Use list_agent_states to see exactly who is available without manually refreshing a dashboard.
- Faster incident response: Use terminate_interaction to end problematic calls immediately through your AI agent.
- Instant data retrieval: Pull high-level metrics with get_statistics to check service levels during peak hours.
- Remote floor management: Update agent statuses using update_agent_state to manage coverage without needing direct access to every workstation.
- Simplified organization mapping: Use list_users, list_agent_groups, and list_skills to get a full picture of your team structure.

## How It Works

The bottom line is you get full contact center oversight through a natural chat interface.

1. Subscribe to the Five9 MCP through the Vinkius Marketplace.
2. Enter your Five9 VCC Username and Password to authorize the connection.
3. Start managing your contact center operations from Claude, Cursor, or any Connector client.

## Frequently Asked Questions

**Can I use Five9 MCP to see who is on a call?**
Yes. You can ask your agent to list active interactions to see exactly which agents are currently handling calls or digital sessions.

**How does Five9 MCP help with contact center stats?**
It allows you to pull real-time metrics like handle times and service levels instantly through a chat interface, removing the need to check dashboards.

**Can I remotely change an agent's status with Five9 MCP?**
Yes. You can use the agent state tools to move agents to READY, NOT_READY, or LOGOUT status remotely from your chat client.

**Does Five9 MCP work for managing campaigns?**
Yes. You can use it to see all your configured campaigns and skills to get a better overview of your distribution and capacity.

**Can I see all my users and groups using Five9 MCP?**
Yes. The Connector can list all users and agent groups defined in your organization to help you keep track of your team structure.

**How do I get real-time service levels with Five9 MCP?**
You can simply ask your agent for the current statistics, and it will pull the latest service level and queue data from Five9.

**What agent states can I set using this server?**
You can use the 'update_agent_state' tool to force an agent into common operational states such as 'READY' (available for calls), 'NOT_READY' (unavailable), or 'LOGOUT' (ends the agent session).

**Is the statistics tool real-time?**
Yes! The 'get_statistics' tool fetches the current high-level metrics from your Five9 organization, providing an up-to-the-minute view of contact center performance and volumes.

**Can I see who is currently on a call?**
Absolutely. Use the 'list_active_interactions' tool to see all ongoing calls and digital interactions, including details about the participating agents and interaction durations.