Just noticed that GET /api/v2/agents/states returns an empty array [] for an agent who is clearly logged in and available in the CXone Admin UI. I am using the client_credentials grant type with a service account that has agent:read and user:read scopes. The OAuth token generation is successful (HTTP 200), and I can successfully fetch user details via GET /api/v2/users/{userId}. However, when I query the states endpoint with the agent’s ID, the response body is strictly []. I have verified that the userId parameter matches the one returned by the users endpoint. The HTTP status code is 200, but the data is missing. Here is the cURL snippet I am using: curl -X GET "https://api.nice-incontact.com/api/v2/agents/states?userId={id}" -H "Authorization: Bearer {token}". Is there a specific permission or configuration setting required for the service account to view agent states, or is this endpoint restricted to user-context tokens only?
The documentation actually says agent states are user-scoped. Service accounts lack personal presence. Switch to resource_owner grant.
- Capture user consent via OAuth2 flow.
- Use the resulting access token.
- Retry
GET /api/v2/agents/states.
This fixes the empty array issue immediately.
You need to switch the grant type immediately. The suggestion above is correct because service accounts cannot hold presence state. My Python wrapper enforces this by rejecting client_credentials for any endpoint requiring userId context.
Here is the corrected auth flow. Use authorization_code to capture user consent. This ensures the access token carries the necessary identity for GET /api/v2/agents/states.
# Switch from client_credentials to authorization_code
auth = platformClient.AuthenticationApi()
auth.oauth_client_id = "your_client_id"
auth.oauth_client_secret = "your_secret"
# Trigger interactive login for user context