# Five9 MCP > Five9 MCP Server connects your AI client to Five9. Manage your entire contact center operations directly from your chat window. You can monitor agent states, view real-time stats, list all active calls, and even force-terminate interactions or update agent status (like setting them to READY or LOGOUT). It's your command center for contact center management. ## Overview - **Category:** industry-titans - **Price:** Free - **Tags:** contact-center, call-routing, agent-monitoring, real-time-analytics, voice-automation, interaction-management ## Description **Five9 MCP Server** lets you manage your whole contact center right from your chat window. You don't gotta jump between dashboards to check on agents or calls. You're running the whole show, straight up. ## Tools ### get_agent_state Retrieves the specific operational status for a single agent. ### get_statistics Fetches high-level, real-time metrics for the entire contact center. ### list_active_interactions Lists all current, ongoing calls or digital support sessions. ### list_agent_groups Retrieves a list of all defined agent groups in the system. ### list_agent_states Lists the current operational state for every agent in the system. ### list_campaigns Retrieves all active and configured contact center campaigns. ### list_skills Retrieves all available skills used for call routing. ### list_users Lists all individual user accounts defined in your organization. ### logout_session Ends the supervisor session connection for immediate security cleanup. ### terminate_interaction Forces the end of a specific, identified call or digital interaction. ### update_agent_state Remotely changes an agent's status to READY, NOT_READY, or LOGOUT. ## Prompt Examples **Prompt:** ``` Show me the current state of all agents. ``` **Response:** ``` Fetching agent states... Currently, 12 agents are 'READY', 5 are 'NOT_READY', and 3 are on 'BREAK'. Would you like the specific details for any individual agent? ``` **Prompt:** ``` Get real-time contact center statistics. ``` **Response:** ``` Retrieving statistics... Your organization has an Average Handle Time (AHT) of 4:30, Service Level is at 85%, and there are currently 15 calls waiting in the queue. ``` **Prompt:** ``` Force agent 'agent_123' to 'LOGOUT' state. ``` **Response:** ``` Action successful! Agent 'agent_123' has been remotely transitioned to the 'LOGOUT' state. Their supervisor session has been updated. ``` ## Capabilities ### Get Agent Status Pulls the current operational status for one or all agents. ### View Performance Stats Retrieves real-time contact center metrics like AHT and service level. ### List Active Interactions Provides a list of all ongoing calls or digital support sessions. ### Manage Agent Groups and Campaigns Accesses the full structure of agent groups and configured campaigns for context. ### Control Agent State Remotely changes an agent's status (e.g., setting them to READY, NOT_READY, or LOGOUT). ### Force Interactions to End Terminates a specific active call or digital interaction. ### Discover Users and Skills Lists all users and skills defined within your organization's directory. ## Use Cases ### Handling unexpected agent absences An agent calls out sick and the shift needs coverage. Instead of calling a supervisor, you ask your agent: 'Show me the current state of all agents.' The agent runs `list_agent_states` and reports that 15 agents are marked 'BREAK', allowing you to reallocate resources immediately. ### Investigating poor service level The service level drops below target. You ask the agent to 'Get real-time contact center statistics.' The agent runs `get_statistics`, revealing that the Average Handle Time (AHT) has spiked, pointing the team to a process bottleneck. ### Emergency call termination A call is misrouted or problematic and needs immediate termination. You use the agent to 'List active interactions' and identify the problematic session ID. You then run `terminate_interaction` to cut the connection safely. ### Preparing for a new product launch The team is launching a new service. You ask the agent to 'List all campaigns' and 'List all skills.' You review the outputs to ensure the new service is correctly mapped into existing campaign structures before going live. ## Benefits - See who's available right now with `list_agent_states`. Instantly get a count of 'READY' vs. 'BREAK' agents, which is critical for managing floor coverage. - Stop leaving the chat to check metrics. `get_statistics` pulls real-time data like Average Handle Time (AHT) and Service Level directly into your conversation. - Need to shut down a runaway call? `terminate_interaction` lets you kill an active call or chat session instantly, without needing a supervisor console. - Control the workforce remotely. Use `update_agent_state` to force an agent to `READY` or `LOGOUT`, making staffing adjustments on the fly. - Get full context on routing. List all campaigns (`list_campaigns`) and skills (`list_skills`) to understand how calls are distributed across your center. - Track everything with `list_active_interactions`. Know exactly which calls are running and who is involved without manual reporting. ## How It Works The bottom line is, you manage your entire contact center from one chat interface, without needing to navigate a single dashboard. 1. Subscribe to the server on the Vinkius Marketplace and provide your Five9 VCC credentials. 2. Your AI client establishes a secure connection and manages the necessary session tokens. 3. Use natural language commands (e.g., 'What is the AHT?') to trigger the appropriate tool, and the agent executes the action via Five9. ## Frequently Asked Questions **How do I use the `list_agent_states` tool with Five9 MCP Server?** Running `list_agent_states` lists the operational status for every agent in your organization. It’s the first step if you need to know how many agents are currently 'READY' or on 'BREAK'. **Can I check real-time stats using the `get_statistics` tool?** Yes. `get_statistics` fetches high-level metrics like Average Handle Time (AHT) and Service Level directly into your chat. This is faster than viewing the main dashboard. **What is the difference between `list_users` and `list_agent_groups`?** The `list_users` tool lists every individual user account. The `list_agent_groups` tool shows the defined teams or groups those users belong to, which is useful for reporting. **How do I force an agent offline using `update_agent_state`?** You call `update_agent_state` and pass the agent's ID and the target state (e.g., 'LOGOUT'). This immediately changes their status across the entire system. **Does Five9 MCP Server handle credentials?** Yes, the server handles secure login and session token management automatically. You just provide the VCC Username and Password once, and the rest is managed. **How do I use the `list_active_interactions` tool to manage calls?** It lists every call or digital interaction that is currently active. You can use this list to identify ongoing sessions before deciding if you need to `terminate_interaction`. **What information does `get_agent_state` provide for a specific agent?** It returns the detailed operational status of a single agent. This tells you if they are READY, on BREAK, or if they are logged out. **Can I use `list_campaigns` and `list_skills` together to understand capacity?** Yes, these tools allow you to map out your contact center structure. You can see what campaigns exist and which skills support those campaigns. **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.