Data Extraction APIs

The Data Extraction APIs let you extract data from CXone for external reporting purposes. For example, you can extract QM workflow data, QM question and answer data, CXone Recording interaction metadata, or WFM Payroll data. Data can only be filtered according to the specified date range.

The Data Extraction APIs are available in the DEVone Developer Community portal.

For more information about domains and URLs, see Getting Started in the DEVone Developer Community portal.

When calling the endpoint /jobs with POST method, a jobId is returned while the data is being prepared. You can verify if the data is ready by polling the service from the endpoint /jobs/{jobId}, the status of the job is returned. If the status is success, then an additional URL is also returned. The URL will be accessible for 30 seconds (not including the time it takes to download the file).

You can write scripts to call the API periodically instead of retrieving the data manually each time. At any given time, only one user per tenant can call an API. You can only call the API once in a 30 second period.

Before You Start

Before you can start using the Data Extraction APIs, you must set up permissions and generate an access token.

GET Jobs

View a list of all job statuses per tenant. Possible statuses are Running, Succeeded, Failed, Cancelled, and Expired.

POST Jobs

After a request to extract data is made, the data is gathered and prepared for extraction. The data is available in S3 as a CSV file for 24 hours. When done, a job ID is returned.

GET Jobs by Job ID

View the status for a specific job per its job ID. If a job was successful, a URL to access the extracted data is returned and is accessible for 30 seconds (not including the time it takes to download the file). If the job failed, an error message is returned. The link can be used to access the extracted data. Possible job statuses are Running, Succeeded, Failed, Cancelled, and Expired.

QM Workflow Entity and CSV File

The QM Workflow API (version 3) allows you to extract QM workflow data, including evaluations, self-assessments, and calibrations.

The QM workflow entity name for the POST job is: qm-workflows.

Data is filtered according to the Submission Date (in UTC).

QM Questions and Answers (Q&A) Entity and CSV File

The QM Q&A API (version 1) allows you to extract the questions and answers from QM evaluations, self-assessments, and calibrations.

The QM workflow entity name for the POST job is: qm-questions.

Data is filtered according to the Submission Date (in UTC).

Interaction Metadata Entity and CSV File

The Interaction Metadata API allows you to extract CXone Recording interaction metadata.

The interaction metadata entity name for the POST job is: recording-interaction-metadata.

Data is filtered according to the interaction Start Date (in UTC).

WFM Payroll Entity and CSV File

The WFM Payroll API (version 1) allows you to extract WFM activity data for external payroll reporting purposes.

The WFM Payroll entity name for the POST job is: wfm-payroll.

Data is filtered according to the payroll code's date. Keep in mind, the time zone for the date and time are according to the scheduling unit's time zone.