I’m trying to pull agent state history for the last 24 hours using the CXone Reporting API v2. The goal is to build a custom dashboard that shows how long agents spend in specific states like ‘Ready’ or ‘After Call Work’ rather than just call volume metrics.
Here’s the OData query I’m constructing:
GET /api/v2/reporting/agents/state-history?
$filter=startTime ge 2023-10-25T08:00:00Z and startTime le 2023-10-26T08:00:00Z
&$select=agentId,stateName,startTime,endTime,duration
&$top=100
I’ve verified the timestamp format is ISO 8601 and matches the PST/PDT shift correctly. The auth token is valid, and I can successfully query call summary reports with the same token. However, this specific endpoint always returns an empty array [] in the items field, even though I know agents were active during that window.
I tried removing the $filter to just get raw data, but that times out after 60 seconds. I also tried narrowing the window to 1 hour, same result. Is there a specific permission scope missing besides reporting:view? Or is the state-history entity handled differently in v2 compared to v1?