Chapter 10
Configuring Salesforce Reports to
Include Five9 Statistics
To obtain detailed information about the performance of your contact center, you can import Five9 statistics into your Salesforce organization by using the Salesforce Email
Services and generate reports that contain data from Salesforce and Five9.
Configuring Salesforce Email Services
Uploading Batches of Five9 Logs
Salesforce Limits
Important
In addition to the limits mentioned below, be sure that your implementation conforms to Salesforce Limits . Otherwise your requests may be rejected.
Configuring Salesforce Email Services
Salesforce Email Services enable you to process the contents, headers, and attachments of inbound email messages with Salesforce managed classes. For example, you can use an email service to create contact records from the information in messages or to transfer voicemail messages that you want to attach to a Salesforce object. You can associate each email service with one or more Salesforce-generated email address to which you send messages for processing. To give multiple users access to a single email service, associate the email addresses as follows:
• Multiple email addresses: allocate the addresses to users.
• Single email address: write a managed class that is executed by the user accessing the email service. For example, after identifying an email address, the class creates records for the user.
Five9 can support up to 100 queries. Therefore, ensure that the CSV file that you send to
Salesforce contains no more than 100 records. For information about limits in Salesforce, refer to the Apex Developer Guide and How to be Successful with Salesforce User’s Guide.
The following example describes how to generate a mapping to import Five9 statistics about unsuccessful dialing attempts.
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Configuring Salesforce Reports to Include Five9 Statistics Configuring Salesforce Email Services
1
In your Salesforce Setup menu, locate Email Services.
2
Click New Email Service.
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3
Configure as follows:
Element Value
Email Service Name
Apex Class
Accept Attachments
Advanced Email
Security Settings
Accept Email From
Convert Text
Attachments to Binary
Attachments
Active
Enable Error Routing
Contents of the report, for example: Unsuccessful dial attempts.
Class that processes report email messages. To find a class, click the magnifier to the right of the field, and select
Five9ReportEmailService
.
Select All.
Leave the box unchecked.
Enter five9.com.
Check the box.
To activate the service, check this box.
Check the box.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Salesforce Reports to Include Five9 Statistics Configuring Salesforce Email Services
Element
Route Error Emails to
This Email Address
Value
Enter the email address of the recipient of service errors.
4
Click Save and New Email Address.
All the fields are populated but can be modified:
– The name in the Email Address field is part of the generated email address.
– The Context User field contains the Salesforce administrator’s name or that of a user with administrative rights.
– The Accept Email From field contains the email address of the administrator who created the email service address. Change the entry to five9.com.
5
To generate the address, click Save.
A summary page appears with the email address at the bottom.
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Configuring Salesforce Reports to Include Five9 Statistics Configuring Salesforce Email Services
6
To edit the email address, click Edit.
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7
Ensure that the required fields contain the information that you need.
For example, you may change the name of the context user to a role, such as administrator.
email address of the email service
8
Save the email address.
You will be pasting the email address when you create your
Five9 reports
.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Salesforce Reports to Include Five9 Statistics Uploading Batches of Five9 Logs
Uploading Batches of Five9 Logs
You can export batches of reports from Five9 to Salesforce with the Salesforce Email
Services. These reports contain calls made by the Five9 dialer:
• Calls never handled by agents, such as when they are busy. If you want, you can create tasks in Salesforce for these calls.
• Calls handled by agents. If agents are not allowed to create tasks in Salesforce, the Email Service creates the task records. This situation is not common because usually agents are allowed to create tasks in Salesforce.
• All calls made by the dialer. To avoid duplicating call records, Five9 recommends that you capture calls by using either tasks or the report but not both.
Creating Activity Fields for Reports
Mapping Salesforce Task Fields to Five9 Fields
Customizing Five9 Reports
Creating Activity Fields for Reports
If you have not done so already, create in Salesforce the
Five9_Call_Time field. You will need this field when you customize the Salesforce log mapping to send Five9 logs to
Salesforce with the Salesforce email services. You may create other fields as needed.
Mapping Salesforce Task Fields to Five9 Fields
You need to map at least the custom date and time fields. To associate the call log with
Salesforce tasks, you can also map the salesforce_id
Five9 contact field, which synchronizes data between Five9 and Salesforce. If a Five9 field does not exist or the data type, such as time, date, or text, does not match, the field is not added to the report.
1
Click the Five9 Settings tab.
Important
Do not click or navigate away from the Five9 Settings page until the settings are loaded. Otherwise, you need to reinstall the managed package.
2
Click Five9 Log Mapping.
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Configuring Salesforce Reports to Include Five9 Statistics Uploading Batches of Five9 Logs
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The Log Mapping page shows the default fields. The column on the left contains the task fields saved in the Salesforce task record. The column on the right contains the Five9 fields included in the Five9 report.
3
To add a field, click Add new mapping.
A new pair of fields appears at the bottom of the list.
4
Select a Salesforce task field, and enter the name of the corresponding Five9 report field, such as date:
Salesforce Task Field Five9 Report Field
Created Date
Five9_Call_Time
Contact/Lead ID
DATE
TIME
Required
Required
Optional
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5
Click Save.
Customizing Five9 Reports
The maximum report size is 5 MB. If you have larger reports, Five9 recommends that you modify your criteria to create smaller reports. You can view your Five9 reports as Tasks in
Salesforce. For detailed information about creating and scheduling Five9 reports, see the
Dashboard and Reporting User’s Guide .
1
Click Create New Custom Report.
2
Select a type of report and a report format.
3
Configure a report that contains the fields specified in the Salesforce mapping for your email service.
To add more fields to your report, see Viewing Standard Salesforce Task Fields ,
and add the fields in
Mapping Salesforce Task Fields to Five9 Fields
.
4
Add these fields:
Five9 Report Field
DATE
TIME
Required Date of creation.
Required Time of creation.
Five9 Plus Adapter for Salesforce • Administrator’s Guide
Configuring Salesforce Reports to Include Five9 Statistics Uploading Batches of Five9 Logs
Five9 Report Field
salesforce_id
Optional Associates the call log with the Salesforce lead that was called by the Five9 dialer. Do not use this field if the dialer is configured to dial more than once each hour.
Important
If the report contains records for leads that have been converted in Salesforce, the batch update fails, no task is created, and you receive an email error message. Therefore, send the batch update before the dialer makes another call attempt. To reduce the likelihood of errors, set the report interval to Last Hour and schedule the report to be emailed hourly.
Five9 reports
5
In the Schedule step at the end, configure these elements:
a
Paste the email address created by the Salesforce email service in the E-mails
field of the Report schedule window. For more information, see email address of the email service
.
b
In the Output Format field, select CSV (Windows).
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