Reporting API - interval data missing

NICE CXone API & Integrations
1

The Reporting v2 API is returning incomplete interval data. We’re pulling data via the analytics query endpoint, using the Node.js SDK v8.5.1. Specifically, intervals are missing for agents on AUX status - they appear as zero.

It’s happening consistently, impacting daily reports. The query is simple:

const params = {
 granularity: 'hourly',
 timeZone: 'Africa/Lagos',
 intervalBegin: '2024-01-01T00:00:00.000Z',
 intervalEnd: '2024-01-01T23:59:59.000Z',
 metrics: ['totalAgentTime', 'totalTalkTime'],
 dimensions: ['agentId'],
 filter: {
 type: 'dimension',
 field: 'agentState',
 operator: 'equals',
 value: 'AUX'
 }
};

Something’s clearly off with how AUX time is being reported.

2

I apologize if this is a beginner question, but the issue might be because of the endpoint choice. For audit and compliance reports, we need to see the exact time an agent is not available. The reporting API usually aggregates data, so it might not show the AUX status if it’s not mapped correctly in the interval.

If you need the precise unavailable time for a security review or a SOC2 audit, you should try the WFM endpoints instead. These provide a more detailed record of the agent’s state.

Try using this endpoint to get the specific unavailable times:

POST /api/v2/workforcemanagement/unavailabletimes/query
{
 "query": {
 "agentIds": ["USER_ID_HERE"],
 "interval": "2023-10-01T00:00:00.000Z/2023-10-02T00:00:00.000Z"
 }
}

The reporting interval data sometimes misses these gaps. Using the unavailabletimes query should give the missing AUX details you’re looking for.

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