• TRENDS
  • DRILLDOWN
  • PATTERNS
  • HUMAN

How to analyze quality trends with your AI

Connect Five9 QM to your AI client once. After that, you can pull performance summaries or dive into specific scores to see how quality is moving.

Ask AI about this page

Short answer

How can I track quality shifts using my AI?

Your AI pulls high-level summaries and specific evaluation scores from Five9 QM. You can ask it to identify performance patterns or pinpoint why certain metrics are changing. This gives you a clear view of quality trends.

The results you get

Where your insights land

The AI processes your QM data into these specific outcomes.

TRENDS

Spot performance shifts

The AI looks at high-level summaries to see if quality is rising or falling. You get a clear view of macro trends across your team.

DRILLDOWN

Inspect individual scores

You can move from broad summaries to specific evaluations. Your AI pulls the exact scores for any agent you ask about.

PATTERNS

Find recurring issues

By comparing multiple evaluations, your AI finds common mistakes. You'll see exactly what is driving your score changes.

HUMAN

Plan coaching sessions

The AI provides the data, but you handle the coaching. Use these findings to decide which agents need more support.

The workflow

What your AI does when the data arrives.

The AI acts as the bridge between your Five9 QM data and your chat interface.

  1. Aggregate performance

    The AI pulls high-level quality metrics to establish a baseline for your team.

    get_qm_summary

  2. List evaluations

    When you need to see recent work, the AI pulls a list of available evaluations.

    list_evaluations

  3. Fetch specific scores

    For a deep dive into a single interaction, the AI pulls the full details of a specific evaluation.

    get_evaluation

  4. Analyze shifts

    The AI compares the retrieved data to answer questions about quality trends or specific agent behaviors.

    get_qm_summarylist_evaluationsget_evaluation

Try it

Copy these to start.

Use these prompts to begin your analysis.

Starting points

These are just ways to start. Swap out the agent names or timeframes for your own.

Five9 QM Connector

You're all set. Choose your MCP client and follow the setup instructions.

Connector linkhttps://edge.vinkius.com/vk_preview_5qK42bWRq5VbagZWk1wC9HeM2fJcto1UePEBKq0C/mcp

Claude Desktop

Follow the steps below to connect in seconds.

  1. 1In Claude Desktop, open Settings → Connectors.
  2. 2Click “Add custom connector” and paste the connector link above as the remote MCP server URL.
  3. 3Click Add and start a new chat — Five9 QM capabilities are ready to use.
Configuration · claude_desktop_config.jsonCopy
{
  "mcpServers": {
    "five9-qm-mcp": {
      "url": "https://edge.vinkius.com/vk_preview_5qK42bWRq5VbagZWk1wC9HeM2fJcto1UePEBKq0C/mcp"
    }
  }
}
Copy into chat04

  • Show me the quality summary for the last week to see if scores are trending up.

  • List the most recent evaluations for agent Sarah Jenkins.

  • Get the details for evaluation ID 98765 and tell me why the score was low.

  • Compare the quality summaries from last month to this month to find any major shifts.

  • Claude
  • ChatGPT
  • Cursor
  • VS Code
  • Windsurf
  • Claude Code
  • JetBrains
  • Cline

Start here

Connect Five9 QM once, then ask.

You only need to link your account one time. Your credentials stay encrypted, and you can immediately start asking questions in your preferred AI client.

Connect Five9 QM to your AI

FAQ

How this task behaves

  • 01

    Can the AI change my Five9 QM scores?

    No. The AI can only read data from your evaluations. It cannot edit, delete, or modify any scores in Five9 QM.

  • 02

    Can I use this to automate coaching?

    No. The AI provides the data and identifies trends, but you must perform the actual coaching and communication with your agents.

  • 03

    Does the AI see the actual call audio?

    No. The AI only accesses the evaluation data and summaries provided by the tools.

  • 04

    Can I ask for summaries for a specific date range?

    Yes, as long as the summary data is available through the summary tool, you can ask the AI to look at specific timeframes.

  • 05

    How does the AI know which agent I am talking about?

    You just name the agent in your prompt. The AI will then use the available tools to find the evaluations associated with that person.

  • More questions about Five9 QM? See everything the Five9 QM Connector can do

Connect Five9 QM to Claude, Cursor, ChatGPT & more