Five9 VCC Voice Config for Historical Import

Last updated: June 22, 2026

This article is for performing VCC changes for importing historical data from five9.

Follow the steps of VCC Setup for respective channels and drop the files in different paths:

📄 Five9 VCC Setup for Voice Channel

📄 Five9 VCC Setup for Chat/SMS/Email channels

Paths for different channels

For Voice:
Calls: /historical/files

Metadata reports: /historical/files/reports

For Chat/Email/SMS:

Reports: /historical//reports

Sending Historical Data

For Metadata and Agent Reports

Metadata Report

  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

    • 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.

  1. 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 <login> and <password> with the actual values provided by your IM/TAM

    • Set the onfailure <email> 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: 'historical/files/reports', onFailure: '', filename:'Metadata_Report%Y_%m-%d_%H_%M.csv', port: '22'}

NOTE
- The field has a 255 character limit.
- Replace the terms within ' ' with the relevant values. Make sure you use single quotes and not back ticks.

  • 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:

  • Output Format: CSV (UNIX)

  • Hourly - check the box for each hour

Agent Report

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 GROUP, 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: 'historical/files/reports', onFailure: '', filename:'Agent_Report%Y_%m-%d_%H_%M.csv', port: '22'}

NOTE
- The field has a 255 character limit.
- Replace the terms within ' ' with the relevant values. Make sure you use single quotes and not back ticks.

  • 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:

  • Output Format: CSV (UNIX)

  • Hourly - check the box for each hour

For Recordings

  1. Log in to your Five9 VCC. Navigate to Export > Advanced Recordings.

  2. From the Upload rule that was set up above, trigger a re-upload.

  3. Select the recording created dates for sending voice recordings and make sure the process is Running.

  4. You can download the metadata reports (Call Recording and Agent) for the same duration and send it to the SFTP server or via email to your Level Contact.