Interaction Analytics API

NICE Interaction Analytics with patented AI technology identifies trends and root causes across 100% of interactions. Whether it’s a voice, text, or digital conversation, NICE Contact Center Interaction Analytics is designed to analyze, measure, and uncover insights to drive improvements to CX. For example, you can use this data to understand and reduce frustration, discover reasons why contacts interact with you, and improve sentiment of interactions.

The Analytics API scope provides access to analyzed segment transcripts and the annotation artifacts of that analysis. This includes configured categories matched to segments, sentiment analysis results, extracted entities, scores associated with enlighten model execution, identified AutoSummary details, and so forth.

Data from these APIs are available according to your data retention lifecycle that you’ve configured for your tenant.

For more details please visit Interaction Analytics help center:

General Requirements

You must have CXone global authentication set up in order to use these APIs. This entails creating an access key through a CXone user account, which is used during the OAuth2.0 or OpenID Connect authentication flow.

This user account determines the data that you can access via API:

  • If the user account has a role-based access control (RBAC) configuration, it can only access CXone data allowed by its configuration. In CXone, RBAC consists of roles, views, and hierarchies.
  • If the user does not have an RBAC configuration, it can only access data according to its viewable divisions. This is only relevant if your tenant has divisions enabled.
  • If no RBAC and no divisions are associated with the user, then there is no filtering applied; it can access all data.