CXone Reporting API v2: 400 Bad Request on Agent State History Query

NICE CXone API & Integrations
1

How should I properly to query agent state history for the last 24 hours using the CXone Reporting API v2?

Background

I am building a mobile dashboard component that requires granular agent availability data. While I have successfully integrated the Genesys Cloud Web Messaging SDK for iOS, this specific requirement pulls from our CXone instance. I need to fetch historical state changes (e.g., Available, Wrap-up, Break) for specific users within a rolling 24-hour window.

Issue

My GET request to /api/v2/reporting/agents/realtime returns a 400 Bad Request when I attempt to apply time filters via the OData $filter parameter. The documentation is sparse on historical queries for agent states, unlike the conversation metrics endpoints.

Here is my current request payload structure:

GET /api/v2/reporting/agents/realtime?$filter=timestamp ge 2023-10-27T00:00:00Z&$top=1000
Authorization: Bearer <token>
Accept: application/json

The error response body is:

{
 "message": "The query specified in the URI is not valid. Syntax error: '2023-10-27T00:00:00Z' is not a valid datetime.",
 "code": "bad-request"
}

Troubleshooting

  • I verified the OAuth token has reporting:view and reporting:query scopes.
  • I tried ISO 8601 format with and without the ‘Z’ suffix.
  • I attempted using the startTime and endTime query parameters instead of OData, but the endpoint seems to ignore them and return only current state.

Is the realtime endpoint the wrong choice for historical data? Should I be hitting a different v2 reporting endpoint, such as /api/v2/reporting/agents/intervals? If so, how do I map the interval data back to specific agent states?