Available NICE CXone APIs

Naga Sri Hari Gonaboyina

Updated November 21, 2024 18:07

When you configure an export, import, or other type of flow step using the prebuilt NICE CXone connector, you can select any of the API operations listed below*, organized by API type.

Note

If your API endpoint isn’t listed here, switch the flow step to HTTP mode and configure the endpoint provided in the NICE CXone API documentation. *You can also create a composite endpoint for this application in HTTP mode.

Resource	API endpoint	Export	Import
Address book	Returns a list of address books	X
	Create a new address book		X
	Delete an existing address book		X
	Lists all assigned agents for an address book	X
	Lists all unassigned agents for an address book	X
	Assign entities to an address book		X
	Lists all dynamic address book entries for an address book	X
	Create or update dynamic address book entries		X
	Delete a dynamic address book entry		X
	Lists all standard address book entries for an address book	X
	Create standard address book entries		X
	Update standard address book entries		X
	Delete a standard address book entry		X
	Returns address books for an agent	X
	Returns address books for a campaign	X
	Returns address books for a skill	X
	Returns address books for a team	X
Agent phone	Dial agent phone		X
	Mute agent phone		X
	Unmute agent leg		X
	Ends the agent's phone call		X
Agents	Get agents list	X
	Create an agent		X
	Update an array of agents		X
	Get agent details by agent ID	X
	Update an agent identified by agent ID or user ID		X
	Sets an agent's state		X
	Returns skills assigned to all agents	X
	Returns a list of groups an agent is assigned	X
	Assign skills to an agent		X
	Modify skill assignments for an agent		X
	Returns skills assigned to an agent	X
	Remove skill assignments for an agent		X
	Returns skills not assigned to an agent	X
	Returns summary of all agent's contacts by skill	X
	Returns summary of an agent's contacts by skill	X
	Creates a custom agent event		X
	Returns a list of quick replies	X
	Returns a list of quick replies for an agent	X
	Create an agent message		X
	Delete agent message		X
	Returns an agent message list	X
	Returns an agent indicator list	X
	Forces an agent session to end		X
	Returns agent dialing patterns	X
	Transform input number		X
	Returns a list of agent states	X
	Get agents extended	X
	Lists all agent issues	X
	Lists agent group messages	X
	Lists existing skills for download	X
	Returns list of teams	X
	Create a team		X
	Get team-by-team ID	X
	Update a team		X
	Returns all team’s agents	X
	Assign agents to a team		X
	Remove agents from a team		X
	Returns a team’s agents	X
	Gets all outstates that are valid for a team.	X
	Assign unavailable codes to a team		X
	Updates unavailable code for a team		X
	Remove an unavailable code from a team		X
	Updates an existing unavailable code record		X
	Returns a list of access keys	X
	Creates an access key		X
	Updates an access key by ID		X
	Returns the configuration of an access key	X
	Deletes an access key		X
	Returns active supervisor's status	X
	Assign unavailable code to teams		X
Business data API	Update business data for closed interactions		X
Business data API	Update business data at segment level for closed interaction		X
Callback	Request an immediate callback		X
Callback	Schedule a callback		X
Channel	Create new DFO channel		X
	Get list of existing channels	X
	Update thread flags		X
Chat requests	Add a chat contact		X
	Add chat or SMS contact		X
	Accepts an incoming contact		X
	Rejects an incoming contact		X
	Ends a contact		X
	Restore a chat to an active state		X
	Send chat text to the patron		X
	Transfer chat to an agent		X
	Transfer chat to skill		X
	Notify patron agent is typing		X
	Notify agent patron is typing		X
	Sends agent a chat preview		X
	Sends chat transcript via email		X
	Return chat profile config	X
Commitments	Returns scheduled callbacks for an agent	X
	Creates a scheduled callback		X
	Updates a scheduled callback		X
	Deletes a scheduled callback		X
	Returns scheduled callbacks for an agent	X
Contact	Get list of contacts based on filter	X
	Get contact detail	X
	Update of selected contact's properties		X
	Get pagination of contact detail	X
	Get contact messages	X
	Change inbox assignee for contact		X
	Unassign inbox assignee from contact		X
	Change custom field values for contact		X
	Change routing queue for contact		X
	Close agent contact in contact		X
	Change status of contact		X
Contacts	Returns active chat or SMS transcript.	X
	Get dispositions by contact ID for digital contact only	X
	Returns historical chat transcript	X
	Returns an email transcript	X
	Returns a contacts files	X
	Force a contact to be disconnected and to end		X
	Starts monitoring a phone call		X
	Allows to begin the recording of an active phone call		X
	Set disposition for contact		X
	Assign tags to a contact		X
	Returns a single contact state	X
	Returns a single contact state	X
	Update persistent contact		X
	Create a signal for a contact		X
	returns sms transcript	X
	Returns past SMS contacts	X
Custom fields	Get definition of contact's custom fields	X
Customer	Get list of customers based on filter	X
	Get detail of the customer	X
	Get definition of customer's custom fields	X
	Create or update customer custom field (based on ident)		X
	Update values of customer custom fields		X
Emails	Add an email contact		X
	Creates an outbound email contact		X
	Forwards an email		X
	Reply to an email		X
	Sends an email		X
	End an email contact		X
	Transfer email to agent		X
	Transfer an email to a skill		X
	Parks an email		X
	Unparks an email		X
	Preview an email		X
	Restore an email		X
	Email save draft		X
Extracting data	Gets status for all jobs	X
	Prepares requested data for extraction.		X
	Gets a specific job status.	X
General	Get all API version v28	X
	Get API version release information	X
	Returns branding profile	X
	Returns business unit config	X
	Get business unit outbound routes available for skills	X
	Get agent settings	X
	Returns countries	X
	Returns states or provinces	X
	Returns data types	X
	List of dispositions	X
	Get a file	X
	Deletes a file		X
	Uploads a file		X
	Moves or renames a file		X
	Returns a list of unprocessed files	X
	Marks a file as processed.		X
	Marks a file to be processed.		X
	Deletes a folder		X
	Returns a directory listing	X
	Get all feedback categories and priorities	X
	Create a hiring source		X
	Returns hiring sources	X
	Returns a list of hours of operation profiles	X
	Creates an hours of operation profile		X
	Returns a single hour of operation profile	X
	Updates an hour of operation profile		X
	Returns locations	X
	Returns a list of media types	X
	Returns a single media type	X
	Creates a message template		X
	Gets all message templates	X
	Updates a message template		X
	Returns a message template	X
	Returns a list of permissions	X
	Returns a list of permissions for an agent	X
	Returns SMS phone codes	X
	Returns a list of points of contact	X
	Creates a point of contact		X
	Returns a single point of contact	X
	Updates a point of contact		X
	Returns all security profiles	X
	Returns a security profile	X
	Open a JSON script	X
	Save a JSON script		X
	Update an existing script		X
	Deletes script		X
	Returns a script	X
	Search script	X
	Get file configuration info and content	X
	Save file in file server		X
	Update file configuration		X
	Delete a file from the file server		X
	Return a list of files and folders from the file server	X
	Kick a locked script		X
	Return a history of a script	X
	Starts a script by script ID		X
	Returns the server time in ISO 8601	X
	Creates a tag		X
	Returns a list of tags	X
	Returns a tag	X
	Updates a tag		X
	Returns possible timezones	X
	Create a suppressed contact		X
	List of suppressed contacts	X
Returns a list of enabled timezones	X
Updates the enabled time zones		X
Returns a list of paginated unavailable codes	X
Creates an unavailable code		X
Returns a list of configurable phone number	X
Returns a suppressed contact by ID	X
Updates a suppressed contact by ID		X
Deletes a suppressed contact by ID		X
Groups	Create groups		X
	Get groups	X
	Returns a group config	X
	Updates a group		X
	Returns a list of agents assigned to a group	X
	Removes agents from a group.		X
	Assign agents to a group		X
List	Returns list of DNC groups	X
	Create a DNC group		X
	Returns a DNC group	X
	Update a DNC group		X
	Returns contributing skills for a DNC group	X
	Removes a contributing skill		X
	Assign a contributing skill		X
	Returns records in a DNC group	X
	Add records to a DNC group		X
	Expire records from a DNC group		X
	Returns scrubbed skills for a DNC group	X
	Assign a scrubbed skill		X
	Remove a scrubbed skill		X
	Search for a phone number		X
	Get DNIS entries	X
	Create a calling list mapping		X
	Returns all calling lists	X
	Download a calling list	X
	Remove a calling list		X
	Download a calling list's attempts	X
	Upload new records to a call list		X
	Remove prospects from a source		X
	Returns the status of calling list upload jobs	X
	Returns the status of calling list upload job	X
	Cancel pending/processing list process		X
Message	Create message in DFO		X
	Send outbound message		X
	Remove author name from message		X
	Add tag to message		X
	Remove tag from message		X
	Remove content of a message		X
	Hide message		X
	Un-hide message		X
	Delete message		X
	Create new note to message		X
	Update note of the message		X
	Remove note from message		X
	Set read status of a message		X
	Set sentiment of a message		X
	Add reaction to a message in channel		X
	Delete reaction from a message in channel		X
One-time verification token	Authenticate redirect URL for one-time token	X
One-time verification token	Verify one-time token and get JWT authentication token		X
Personal con	Log into a dialer campaign		X
	Log out of a dialer campaign		X
	Snooze a preview contact.		X
Phone calls	Dials an agent's personal queue		X
	Dials an outbound call		X
	Dials a skill		X
	Send DTMF tones		X
	Dial agent consult		X
	Transfer call		X
	Conference calls together		X
	Accept consult request		X
	Places a contact on hold		X
	Resume call		X
	End call		X
	Override AMD on a call		X
	Record a call		X
	Masks a recording with white noise		X
	Stop masking a call recording		X
	Dial an independent call		X
	Disposition an independent call		X
Real-time	gets a JSON object client data	X
	updates or inserts a client data record		X
	Returns parked contacts	X
	returns activity for all skills	X
	returns activity for a skill	X
	returns contact summary for personal queue	X
	returns contact detail for personal queue agent	X
Recording media playback	Access the full contact based on ACD contact ID	X
Recording media playback	Access a recording statement based on ACD contact ID and statement ID	X
Reporting	Returns info on recent contacts	X
	Returns state duration for an agent	X
	Returns a performance summary of all agents	X
	Returns performance summary for a specific agent	X
	Returns SMS transcripts for a contact ID	X
	List of associated contacts by ID	X
	Returns SMS transcripts for a date range and transport code.	X
	Completed contacts	X
	Returns contact state history	X
	Returns contact custom data	X
	Returns performance summary of all teams	X
	Returns performance summary of a team	X
	Returns a list of custom reports	X
	Returns a list of reporting jobs	X
	Returns a reporting job	X
	Start a custom reporting job		X
	Generates a link to a data download report	X
Routing attributes	Retrieves a list of routing attributes	X
	Retrieves a routing attribute	X
	Updates or adds a routing attribute		X
	Retrieves a routing attribute's assigned agents	X
	Retrieves an agent's assigned routing attribute	X
	Updates an agent's assigned routing attribute		X
	Unassigns a routing attribute from an agent		X
Routing queue	Get list of routing queues based on filter	X
Scheduled callbacks	Dial a scheduled callback		X
	Reschedule a scheduled callback		X
	Cancels a presented scheduled callback.		X
Schedules	Get agents schedules from CXone WFM	X
Script schedules	Returns a list of paginated script schedules	X
	Get unavailable code details by ID	X
	Returns a list of audit entries for script schedules	X
	Returns a list of scripts to assign to the script scheduler	X
	New in v28.0 returns a list of skills to assign to the script scheduler	X
Sessions	Starts an agent session		X
	Joins an existing agent session		X
	Ending an agent session		X
	Gets the next agent event description	X
	Set agent status		X
	Post a feedback		X
	Post custom data to a contact		X
	Requests an additional contact for MCH		X
	Creates an outbound SMS contact		X
	Moves contact to in focus		X
	Accept a contact		X
	Reject a contact		X
	Hold a contact		X
	Resume a contact		X
	End a contact		X
Skills	Returns a list of campaigns	X
	Creates a campaign		X
	Returns a single campaign	X
	Updates a campaign		X
	Create dispositions		X
	Returns a list of dispositions with skill assignment	X
	Get a disposition by ID	X
	Update an existing disposition		X
	Returns a list of skills assigned to a disposition	X
	Returns a list of disposition classifications	X
	Change status of existing disposition by ID		X
	Returns a list of audit entries for dispositions	X
	Get skills	X
	Creates a skill		X
	Get skills settings list	X
	Get skill details	X
	Updates a skill		X
	Get skill settings	X
	Returns config for thank you page	X
	Start a personal connection skill		X
	Stop a personal connection skill		X
	Returns skills assignments	X
	Returns agents assigned to a skill	X
	Assign agents to a skill		X
	Remove skill agent assignments		X
	Update skill agent assignments		X
	Delete skills based on skill ID and agent ID		X
	Get agents that are not assigned to skill	X
	Returns contacts summary for all skills	X
	Returns contacts summary for a single skill	X
	Returns a skill dispositions	X
	Returns unassigned dispositions for a skill	X
	Returns tags for a skill	X
	Assign a tag to a skill		X
	Removes tags from a skill		X
	Returns the general settings for a skill	X
	Updates the general settings for a skill		X
	Returns CPA management configuration for a skill	X
	Updates CPA management configuration for a skill		X
	Returns the XS configuration for a skill	X
	Updates XS settings for a skill		X
	Returns the delivery preferences configuration for a skill	X
	Updates delivery preferences configuration for a skill		X
	Updates retry settings for a skill		X
	Returns retry settings for a skill	X
	Returns the schedule settings for a skill	X
	Updates schedule settings for a skill		X
	Update skill cadence settings		X
	Updates the timezone boundings for the given skill		X
	List of the timezone boundings for the given skill	X
	Update skill list management settings		X
	Assign skills to a campaign		X
	Removes a skill from a campaign		X
Station profiles	Returns a list of paginated station profiles	X
	Creates a station profile		X
	Get station profile details by ID	X
	Updates an existing station profile		X
	Delete a station profile		X
	Returns a list of audit entries for a station profile	X
Supervisor	Gives the ability to monitor an agent on a live call		X
	Gives the ability to coach an agent on a live call		X
	Gives a supervisor the ability to barge an agent on a live call		X
	Gives the ability to take over an agent on a live call		X
Tag	Get list of tags	X
Unavailable codes	Get unavailable code details by ID	X
	Returns a list of audit entries for an unavailable code	X
	Change status of existing unavailable code by ID		X
	Returns a list of assigned teams to an unavailable code	X
	Unassign teams assigned to an unavailable code		X
	Assign teams unassigned to an unavailable code		X
	Returns a list of unassigned teams to an unavailable code	X
User management	Create a new team		X
	Update team details		X
	Get team details by team ID	X
	Get list of all users for a tenant	X
	Create user under tenant		X
	Update user details		X
	Invite a user		X
	Deactivates a user		X
	Get user details by user ID	X
	Revive a user		X
Voicemails	Pause a voicemail		X
	End a voicemail contact		X
	Transfer voicemail to an agent		X
	Transfer voicemail to a skill		X
WFM data	Returns contact statistics for wfm	X
	Returns agent metadata	X
	Returns dialer contact statistics	X
	Returns adherence statistics	X
	Returns scorecard statistics	X
	Returns agent-performance	X
Work flow data	Get a list of workflow data profiles based on the active flag	X
	Get a workflow data profile	X
	Deactivate a workflow data profile		X
	Activate a workflow data profile		X
Work item	Create a new work item		X
Work item	Queues up a new persistent work item		X
Work items	Hold a work item		X
	Resume a work item		X
	End a work item		X
	Accept a work item		X
	Reject a work item		X