Platform Analytics API


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.

Developers can query by time range or agent to discover segments with available transcripts and retrieve them in just 1-2 API calls.

No product-specific license is required. Access is controlled by CXone JWT authentication only, making these APIs available to any authenticated CXone customer.

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.

  1. Data availability: Transcript data is available for the most recent 90 days. Queries requesting data outside this window will return empty results.

  2. 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 existing Analyzed Transcript API.


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