Five9 VCC Setup for Voice Channel

Overview

Connecting your Five9 Virtual Contact Center (VCC) to your Level AI account is a two-stage process that leverages Five9's Secure File Transfer Protocol (SFTP) upload capability and establishes a connection with Level AI's servers. This guide provides step-by-step details of the configuration process to help you enable the automated transfer of call recordings and metadata reports from Five9 to Level AI. Full documentation of the Five9 VCC is available here.

This integration allows for seamless data transfer, eliminating manual processes and ensuring Level AI has access to the necessary information for analysis and insights. On completing these steps, Five9 will begin to automatically upload your call recordings and associated metadata reports to Level AI, streamlining your workflow.

Voice

Part 1 - Configuring SFTP Uploads in the Five9 VCC

1. Login to your Five9 VCC - Administrator program. Click the Actions menu and select Configure to open your VCC Configuration screen.

   

2. Navigate to the Export tab > Advanced Recordings; in the Destinations section, and click Add.

3. Enter the information below and click OK.

• Name: Level AI SFTP Server

• Protocol: SFTP

• Hostname: nexus.thelevel.ai

• Port: 22

• Username:

• Password:

• Prefix: org_N/files/

• Time Zone: Default

• Max Connections:

• Rewrite existing files

• Use Windows Naming Conventions

4. In the Upload Rules section, click Add.

5. Enter the information below and click OK

• Name: Level AI Recording

• In the Filter section

  • Condition Grouping: All

  • Click Add

    • Name: Call.length

    • Comparison Type: Is Greater Than or Equal to

    • Value: 0

    • Click OK

  • (IF NECESSARY) Click Add

    • Name: Call.start_timestamp

    • Comparison Type: Is Newer Than or Equal to

    • Constant:

    • Click OK

  • (IF NECESSARY) Click Add

    • Name: Call.start_timestamp

    • Comparison Type: Is Older Than or Equal to

    • Constant:

    • Click OK

  • Add additional filters as desired. If you want to upload only a subset of your recordings, refer to the Five9 VCC documentation for more detailed options.

6. In the Destinations section, click Add

• Destination:

• Delivery: Combined Recording - Per Agent

• Recording File Name Pattern:

  Type	Value
  Recording Variable	{Recording.id}
  Constant	_
  Recording Variable	{Recording.session_id}
  Constant	_
  Recording Variable	{Recording.agent_name}
  Constant	_
  Recording Variable	{Recording.created_date}
  Constant	_
  Recording Variable	{Recording.created_time}
  Constant	.wav

  It is important to retain the order as shown:

  

Part 2 - Metadata Scheduled Report - Call Recording

1. From the Five9 homepage, log in to your Five9 Cloud Contact Center.

2. Navigate to Dashboard and Reports

3. Navigate to Custom Reports

4. Click Create New Custom Report

   

5. Complete each respective step of the report creation process as follows

   • Step 1: Call Recording

   • Step 2: Tabular Report

   • Step 3: Level AI recommends that you select all columns EXCEPT for Worksheet data since these are the fields you’ll be able to see and potentially filter on in Level AI

     • The minimum set of columns Level AI needs to successfully process a conversation are: AGENT, FILENAME, AGENT LAST NAME, AGENT ID, AGENT FIRST NAME, AGENT NAME, TIMESTAMP, SESSION ID, AGENT GROUP

   • Step 4: <accept default and click Next>

   • Step 5: <accept default and click Next>

   • Step 6: TIMESTAMP

   • Step 7:

     • Time Zone: choose your timezone

     • Interval: Last 2 Hours

     • Add any additional filters you might need; e.g. CAMPAIGN

   • OPTIONAL: Click Save to save the report in the event you need to make adjustments in the future

6. Set the schedule for the report as illustrated.

• Scheduled Report Name: Five9_LevelAI_Metadata_Report

• Scheduled Report Description: copy and paste the text below and make the adjustments listed

  • Replace and with the actual values provided by your IM/TAM

  • Set the onfailure to that of your Five9 Admin. This will notify your Admin in case of any failures in sending the scheduled report to Level AI.

mail2ftp:{ transport: 'SFTP', host: 'nexus.thelevel.ai', login: '', password: '', folder: 'org_N/files/reports', onFailure: '', filename:'Metadata_Report%Y_%m-%d_%H_%M.csv', port: '22'}

• Delivery Report: via E-mails

• Emails: gw@mail2ftp.five9.com

• Time Zone: choose your timezone

• Start date: today's date or other desired start date

• End date: choose a date that is as far out as the screen allows

• Enabled: <checked>

• Output Format: CSV (UNIX)

• Hourly - check the box for each hour

  

  
  If you would like an even quicker cadence, please inform your Level AI representative. This will require multiple reports (with different Minute triggers) to be set up.
  The chosen cadence affects what is selected in Report Options > Time Frame > Interval
  - If a metadata report should be run hourly, select Past Hour
  - If multiple metadata reports should be run per hour, select This Hour
  - If a metadata report should be run once, select the specific date range.

Part 3 - Metadata Scheduled Report - Agents

This report helps link calls to the proper agent during transfers.

1. From the Five9 homepage, log in to your Five9 Cloud Contact Center.

2. Navigate to Dashboard and Reports

3. Navigate to Custom Reports

4. Click Create New Custom Report

   

5. Complete each respective step of the report creation process as follows

• Step 1: Agent

• Step 2: Tabular Report

• Step 3: Select these columns: AGENT, AGENT EMAIL, AGENT ID, AGENT NAME, DATE, TIMESTAMP

• Step 4: <accept default and click Next>

• Step 5: <accept default and click Next>

• Step 6: TIMESTAMP

• Step 7:

  • Time Zone: choose your timezone

  • Interval: Last 2 Hours

  • Add any additional filters you might need; e.g. CAMPAIGN

• OPTIONAL: Click Save to save the report in the event you need to make adjustments in the future
  

  

6. Set the schedule for the report as illustrated.

• Scheduled Report Name: Five9_LevelAI_Agent_Report

• Scheduled Report Description: copy and paste the text below and make the adjustments listed

  • Replace and with the actual values provided by your IM/TAM

  • Set the onfailure to that of your Five9 Admin. This will notify your Admin in case of any failures in sending the scheduled report to Level AI.

mail2ftp:{ transport: 'SFTP', host: 'nexus.thelevel.ai', login: '', password: '', folder: 'org_N/files/reports', onFailure: '', filename:'Agent_Report%Y_%m-%d_%H_%M.csv', port: '22'}

• Delivery Report: via E-mails

• Emails: gw@mail2ftp.five9.com

• Time Zone: choose your timezone

• Start date: today's date or other desired start date

• End date: choose a date that is as far out as the screen allows

• Enabled: <checked>

• Output Format: CSV (UNIX)

• Hourly - check the box for each hour
  

  

  If you would like an even quicker cadence, please inform your Level AI representative. This will require multiple reports (with different Minute triggers) to be set up.
  The chosen cadence affects what is selected in Report Options > Time Frame > Interval
  - If a metadata report should be run hourly, select Past Hour
  - If multiple metadata reports should be run per hour, select This Hour
  - If a metadata report should be run once, select the specific date range.