The Platform Analytics APIs enable developers to discover and retrieve interaction transcripts from the CXone platform without requiring an Interaction Analytics (IA) license. These APIs are designed for customers using Agent Copilot, Real-Time Transcription, or Digital-only configurations who need a streamlined way to access their transcript data - for example, to export transcripts into external systems of record.
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.
Data Visibility:No product-specific license is required. Access is controlled by CXone JWT authentication and respects RBAC permissions and Divisions filtering based on the Interaction Segment Views access type. The Contact Scope checkbox ("Allows users to access all segments in the interaction for the selected teams/skills") is not supported.
Data Filtering:Developers can query by time range or agent to discover segments with available transcripts and retrieve them in 2 API calls. The segment discovery API returns segmentIDs that are associated with a voice transcript or a digital transcript that was processed for analytics - it does not return all segmentIDs.
Data Availability:Transcript data is available for the most recent 90 days. Queries requesting data outside this window will return empty results.
Current limitation:The segment discovery API returns segment IDs, but a dedicated transcript retrieval API under Platform Analytics is not yet available. To retrieve transcript content, use the returned segment IDs with the Analyzed Transcript API.
