Five9 QM MCP Connector for Claude

Connect your Five9 Quality Management (QM) account to any AI agent and automate your quality assurance workflows through the Model Context Protocol (MCP). Five9 QM (formerly Virtual Observer) is a powerful tool for monitoring and scoring agent performance across voice and digital channels. Now, you can manage evaluations and review interactions directly through natural conversation.

What you can do

• Evaluation Management — List all completed evaluations, fetch detailed scores and feedback, and submit new evaluations instantly.
• Interaction Review — Access recorded voice and digital interactions available for quality review and retrieve their full metadata.
• Recording Retrieval — Generate temporary, secure links to audio recordings for direct playback and analysis.
• Form Inspection — List all active quality evaluation forms and fetch their specific question and scoring structures.
• Calibration Monitoring — Track active and completed calibration sessions to ensure scoring consistency across your QA team.
• Agent & User Discovery — List agents available for evaluation and manage QM system users for better team context.
• High-level Reporting — Fetch QM summary metrics to understand organization-wide quality trends and performance.

How it works

1. Subscribe to this server through the Vinkius Marketplace
2. Enter your Five9 VCC Username and Password (ensure QM permissions are enabled)
3. Start managing your quality assurance data from Claude, Cursor, or any MCP client

Who is this for?

• Quality Assurance (QA) Analysts — quickly pull interaction details or submit evaluations without leaving your primary workspace.
• Contact Center Managers — get a real-time overview of quality scores and calibration progress through simple AI commands.
• Team Leads — review specific agent recordings and feedback to facilitate more effective coaching sessions.