# Five9 QM MCP > Five9 QM connects Quality Management workflows directly into your agent chat. It lets you pull reports, review recorded calls, and submit performance evaluations without leaving your main workspace. Manage quality assurance tasks—from checking calibration scores to generating temporary audio links—all through natural conversation. ## Overview - **Category:** industry-titans - **Price:** Free - **Tags:** quality-assurance, performance-scoring, agent-evaluation, interaction-review, coaching, compliance-monitoring ## Description Managing quality assurance for a contact center is usually a headache of dashboards, spreadsheets, and clicking between systems. This MCP connects Five9 Quality Management (QM) to any agent client, letting you automate those tedious workflows using simple chat commands. Instead of logging into the QM portal just to pull metrics, your agent can list all completed evaluations or fetch detailed scores instantly. You can review interactions by retrieving full metadata for voice and digital conversations, even generating secure links to play back recordings right inside your conversation thread. If you're trying to track organizational quality trends across multiple teams, this MCP helps manage those high-level reports and keeps agents in the loop on who needs evaluating or what forms are active. By connecting Five9 QM through Vinkius, you bring powerful performance scoring tools directly into your natural workflow. ## Tools ### create_evaluation Submits a completely new agent performance evaluation record. ### get_evaluation_form Retrieves the specific structure and questions used for an existing evaluation form. ### get_evaluation Fetches all detailed information regarding a completed agent evaluation. ### get_qm_interaction Retrieves the full metadata for any recorded voice or digital interaction. ### get_qm_summary Pulls a high-level summary report of quality metrics across the entire organization. ### get_recording_link Generates a temporary, secure link that allows direct playback of an audio recording. ### list_calibrations Displays a list of all currently active or recently completed calibration sessions. ### list_evaluation_forms Shows every quality evaluation form that is currently active and available for use. ### list_evaluations Lists the most recent completed agent evaluations, including scores and feedback summaries. ### list_qm_agents Retrieves a list of agents who are eligible to receive an evaluation score. ### list_qm_interactions Displays a record of recorded interactions available for quality review and analysis. ### list_qm_users Lists all user accounts that are configured within the QM system. ## Prompt Examples **Prompt:** ``` List the last 5 completed agent evaluations. ``` **Response:** ``` Fetching evaluations... I found the 5 most recent evaluations, including 'Support Call Review' for Agent Smith (Score: 92) and 'Sales Interaction' for Agent Jones (Score: 85). Would you like to see the details for any of these? ``` **Prompt:** ``` Get the recording link for interaction 'int_12345'. ``` **Response:** ``` Generating link... I've retrieved a secure temporary link for interaction 'int_12345'. You can listen to the recording here: https://api.five9.com/qm/v1/temp/rec_abc123. Use this for your quality review. ``` **Prompt:** ``` Show me all available evaluation forms. ``` **Response:** ``` Retrieving forms... You have 3 active evaluation forms: 'General Support Rubric', 'Advanced Technical Troubleshooting', and 'Sales Compliance Checklist'. Which one should I inspect for you? ``` ## Capabilities ### Review Interactions Fetch detailed metadata about recorded voice and digital customer interactions. ### Manage Evaluations Submit new performance evaluations or retrieve the full details for past assessments instantly. ### Generate Recordings Links Create temporary, secure links that allow you to play back specific audio recordings for quality review. ### Analyze Forms and Calibration List available evaluation forms or track the status of your team's calibration sessions. ### Generate Performance Reports Pull summary metrics that show organization-wide quality trends from QM. ## Use Cases ### Identifying a Compliance Risk A team lead needs to check if agents handled calls about a new product line correctly. Instead of manually searching through call records, they ask their agent to list_qm_interactions and then retrieve the full metadata for specific interactions to confirm compliance. ### Performing a Quick Score Review A QA analyst finishes a review session and needs to record it. They use get_evaluation to pull all the necessary details from a past interaction, then they call create_evaluation to submit their final score and feedback instantly. ### Onboarding New Supervisors A manager is training new supervisors on scoring consistency. They ask the agent to list_evaluation_forms and list_calibrations to ensure the trainee knows which forms are active and when the last team calibration was held. ### Auditing System Users The IT admin needs to verify who has access rights in the QM system. They use list_qm_users, providing a simple roster of all system users without needing to log into the Five9 backend portal. ## Benefits - Review recordings instantly. Instead of logging into a separate player, you can request a secure link using get_recording_link and analyze the audio directly in your chat window for immediate coaching feedback. - Track performance at scale. Use list_qm_agents to know exactly who needs an evaluation and then use list_evaluations to quickly pull recent scores, giving managers an instant overview of team health. - Understand compliance gaps fast. By using get_qm_interaction, you retrieve all necessary metadata—call duration, topics covered, handling codes—so agents can understand *why* a score was given. - Build consistency across teams. You don't have to manually check who has trained; simply calling list_calibrations shows if the team is up-to-date on scoring standards. - Start evaluations without friction. With create_evaluation, you submit performance scores and feedback right from your chat interface, completing the workflow immediately. ## How It Works The bottom line is, you use natural language commands instead of navigating complex portals to manage all quality assurance tasks. 1. Subscribe to this MCP through the Vinkius Marketplace and enter your Five9 VCC Username and Password, ensuring you have QM permissions enabled. 2. Send a command via your agent client (like Claude or Cursor) asking for specific quality data, such as 'List all evaluations' or 'Get metadata for interaction X'. 3. Your agent receives the requested data—whether it’s a list of agents to evaluate or a temporary link for an audio recording—and presents it directly in your chat. ## Frequently Asked Questions **How do I get summary metrics using Five9 QM MCP?** You use the get_qm_summary tool. Simply ask your agent to pull the 'QM summary report,' and it will fetch high-level organizational quality trends without you having to build a custom dashboard. **Can I review old calls with Five9 QM MCP?** Yes, you can. Use list_qm_interactions first to find the specific call ID, and then use get_qm_interaction to retrieve all its metadata. If needed, get_recording_link generates a playable audio link. **What if I need to score an agent right now?** You can submit evaluations directly using create_evaluation. This lets you record your findings and assign scores without logging into the core QM system, keeping everything in chat. **Does Five9 QM MCP help with team training consistency?** Absolutely. You can use list_calibrations to track when calibration sessions were last completed, ensuring your entire QA team is aligned on the scoring rules.