NICE inContact REST APIs

Each HTTPS request requires a valid "API access token," which is retrieved via an OAuth2 authentication process. In the current NICE inContact API Framework, only the Implicit, Password and Client OAuth2 "grant types" are supported. Because the RESTful API works over HTTPS, it can be used from any platform, programming language, or environment that supports HTTPS.

When parsing the responses for our APIs, we recommend using publically available internal or easily accessible third party libraries for serializing and deserializing JSON. If, however, you write your own JSON parser, please keep the following in mind:

  • You should accept JSON elements in any order.
  • Additional response elements may be added to released APIs.
  • You should be able to serialize the collection despite any missing element.

API calls are grouped in documentation under named scopes based on their common use or function. In order to use all of the APIs you will need to validate you have access under the Permissions tab, User Settings section in your NICE inContact Central Security Profile. The following API scopes currently exist:

The Admin API is a collection of calls that deal with system resources in the NICE inContact and Customer Interaction Cloud system such as Agents, Skills, AddressBooks etc...

The Agent API is used to create, manage, and end "agent sessions." With an agent session, you are able to manage interactions on channels such as Phone Calls, Chats, Emails, Voice Mails, SMS, and Work Items.

The Authentication API is a collection of API calls that deal specifically with the system resources required to login to the CXone platform.

The Patron API can be used to create patron-facing applications. For example, you can create a mobile application that allows a patron to request a call back or a web site that allows users to request a live chat session.

The Real-time Data API is a collection of API calls that provide access to "real-time" data on the platform. This API can be used to create custom dashboards and control panels, and to provide information to agents (leaderboards, etc.).

The Reporting API is a collection of API calls that provide access to "historical" data on the platform. This API can be used to run Custom Reporting reports and retrieve calculated metrics.