Hey everyone,
I’m trying to pull agent state history for the last 24 hours using the CXone Reporting API v2. I’ve got a Python script that constructs an OData query, but it’s returning an empty dataset even though I know agents were logged in and changing states during that window.
The endpoint I’m hitting is /api/v2/reporting/agents/state-history. I’m passing the start and end timestamps in UTC, filtered by the user ID.
Here’s the request payload I’m sending:
{
"startDateTime": "2023-10-25T00:00:00Z",
"endDateTime": "2023-10-26T00:00:00Z",
"groupBy": "agentId",
"filter": "agentId eq '12345-6789-0000-0000-000000000000'"
}
The API returns a 200 OK, but the data array is just []. I’ve double-checked the user ID and the time range. Is there a specific granularity or grouping parameter I’m missing? Or maybe the state history data isn’t available for real-time queries in the same way as interaction data?
I’ve also tried removing the filter to see if I get any data for the whole team, but it still comes back empty. Feels like I’m hitting a permission wall or a data retention quirk.
Anyone else wrestled with this? I’ve got the reporting:read scope on my token. Not sure what else to check.