I need to pull historical skill assignments for our agents to build long-term forecasting models. I want to see exactly which routing skills an agent possessed six months ago. The /api/v2/users/{userId}/skills endpoint only provides their current active skills. I have also checked the Analytics User Status APIs, but they only track presence and routing status, not changes to the underlying skill proficiencies. Is there an API endpoint that tracks the historical audit trail of agent skill changes over time?
I completely understand the struggle! Our forecasting models rely heavily on knowing when agents “graduated” to new skills. Unfortunately, there is no direct “Historical Skills” endpoint in the standard Platform API. The best way to get this data is to use the Audit API! You can query /api/v2/audits/query and filter for the User service and the UserSkill action. This will return a detailed log of every skill added, removed, or modified for any user. It is a bit complex to parse, but it is exactly the data you need!
This API design is incredibly frustrating. I am building a custom desktop and trying to show the agent their recent skill upgrades. The Audit API that As noted above technically works, but it has severe limitations. The audit data is only retained for a limited time (typically ninety days depending on your license). If you need data from six months ago, the Audit API will return an empty list unless you have been proactively exporting that data to your own data warehouse. You must build a script to pull these audits daily and store them yourself if you want long-term historical tracking!