• AUTOMATED
  • HUMAN
  • DATA
  • ACTION

How to submit agent evaluations with your AI

Connect your AI to Five9 QM once. From then on, your agent handles the heavy lifting of scoring calls and updating your records.

Ask AI about this page

Short answer

How do I send quality scores to Five9?

Your AI analyzes call data or transcripts, generates a score based on your criteria, and uses the create_evaluation tool to push that score into Five9. You get a completed QA cycle without manual data entry. Here is how the process works.

The results of a score.

Where your data lands.

Once your AI processes a call, these are the outcomes.

AUTOMATED

Instant Five9 updates

The AI uses create_evaluation to write the score directly to your QM module. Your records stay current without you touching a keyboard.

HUMAN

Review and verify

The AI presents the drafted score and reasoning to you first. You decide if the evaluation is accurate before it hits the system.

DATA

Structured feedback

Your AI turns messy conversation logs into clean, formatted evaluation data. This makes your performance trends easier to track.

ACTION

Coaching readiness

Because the scores land in Five9 immediately, you can move straight from evaluation to agent coaching sessions.

The workflow

What your AI does when the call data arrives.

The AI takes over the repetitive parts of the QA process.

  1. Analyze the interaction

    Your AI reads the transcript or listens to the call audio to identify key behaviors and compliance markers.

    create_evaluation

  2. Draft the score

    The agent compares the interaction against your specific rubric to build a complete evaluation draft.

    create_evaluation

  3. Submit to Five9

    The AI pushes the finalized scores and comments into your Five9 QM environment.

    create_evaluation

  4. Confirm completion

    The agent reports back to you that the evaluation is live and ready for your review.

    create_evaluation

Try it

Copy these to start.

Use these prompts to trigger the evaluation process.

Starting points

These are ways to kick off the task. Swap out the bracketed text with your specific call IDs or agent names.

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

  • Evaluate the call from agent [Name] using the standard QA rubric.

  • Create a Five9 evaluation for call ID [12345] based on this transcript.

  • Draft a quality score for the recent interaction with [Customer Name] and send it to Five9.

  • Review the transcript I just uploaded and use create_evaluation to log the results in Five9.

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

Start here

Connect Five9 QM once, then ask.

Just link your account once. Your credentials stay encrypted, and you can start scoring calls immediately through your preferred AI client.

Connect Five9 QM to your AI

FAQ

Common questions

  • 01

    Can the AI change existing evaluations in Five9?

    No. The AI can only create new evaluations using the create_evaluation tool.

  • 02

    Does the AI automatically submit scores without me seeing them?

    No. You should always review the AI's drafted score in your chat interface before telling it to submit.

  • 03

    Can I use this to listen to live calls?

    No. The AI works with call data and transcripts that you provide to it.

  • 04

    Will the AI delete any records in my Five9 account?

    No. This MCP does not have any tools for deleting or modifying existing Five9 data.

  • 05

    Do I need to manually type the scores into Five9?

    No. Once the AI drafts the score, it sends it to Five9 for you.

  • More questions about Five9 QM? The Connector page answers them. See everything the Five9 QM Connector can do

Connect Five9 QM to Claude, Cursor, ChatGPT & more