I’m trying to pull agent state history for the last 24 hours using the CXone Reporting API v2. The goal is to track adherence gaps where agents switch states without proper wrap-up codes.
The endpoint I’m hitting is GET /api/v2/reporting/agent-state-history. I’m building the query string with OData filters for the specific user ID and the time range.
Here is the Python snippet I’m using to construct the request:
import requests
from datetime import datetime, timedelta
user_id = "a1b2c3d4-5678-90ab-cdef-1234567890ab"
end_time = datetime.utcnow()
start_time = end_time - timedelta(hours=24)
params = {
"userIds": user_id,
"startTime": start_time.isoformat() + "Z",
"endTime": end_time.isoformat() + "Z",
"interval": "15m"
}
headers = {"Authorization": f"Bearer {token}"}
response = requests.get("https://platform.nicecxone.com/api/v2/reporting/agent-state-history", params=params, headers=headers)
The API returns a 200 OK, but the data seems inconsistent. Some state changes that definitely happened between 2 PM and 3 PM PST are missing from the response. The interval parameter is set to 15 minutes, which should be granular enough.
I’ve checked the raw JSON response, and the stateHistory array skips certain timestamps entirely. It’s not returning a continuous timeline. For example, an agent goes from “Available” to “Not Ready” at 2:15 PM, but the next entry in the array is 2:45 PM with “Available” again. The “Not Ready” state is completely gone.
Is there a known issue with how the API aggregates state changes within the interval? Or am I misinterpreting the interval parameter? The documentation says it returns state changes, but it feels like it’s only returning the state at the start of each interval.
I need every state change, not just snapshots. If the API doesn’t support that, what’s the workaround? Splitting into smaller intervals seems like it might hit rate limits quickly if I’m doing this for 50+ agents.