Hey everyone,
I’m trying to pull agent state history for the last 24 hours using the CXone Reporting API (v2). I need to get a list of agents who were in the “Ready” state for more than 10 minutes total.
I’m hitting the /api/v2/reporting/agents/statistics endpoint with a POST request. The documentation says I can use OData filters, but I’m struggling to get the time window right. I want to filter by the start_time of the state history records.
Here’s my current payload:
{
"interval": "PT1H",
"group_by": ["agent_id"],
"filter": {
"type": "and",
"conditions": [
{
"field": "start_time",
"op": "gte",
"value": "2023-10-27T14:00:00Z"
},
{
"field": "start_time",
"op": "lte",
"value": "2023-10-28T14:00:00Z"
}
]
}
}
The API returns a 200 OK, but the data doesn’t seem to respect the start_time filter. I’m getting records from way outside that window. It feels like the start_time field isn’t queryable in the filter object for this endpoint.
Is there a different endpoint for historical state data? Or am I missing a specific OData syntax for time ranges? I’ve tried using startTime (camelCase) too, but that just throws a 400 Bad Request saying the field doesn’t exist.
Any pointers would be great.