Skip to main content
Docs
Feature Requests Onboarding Trust Center Status Page

Community

Connector Improvement: Nice Connector - Add /contacts/state-history endpoint

Answered
Animesh Dawn User

Fivetran currently supports ingesting data for the state_history table using the /incontactapi/services/v27.0/agents/state-history endpoint, which provides state history data specifically related to agents, as per the existing ERD documentation.

We have a urgent business requirement to obtain state history regarding contacts, reflected by the /incontactapi/services/v27.0/contacts/state-history endpoint. 

We have been trying to validate this new connector to fulfill some business requirements and this is a blocker to proceed further enabling this connector in our Production environment. Can this be added and expedited? Please let me know if you need more details.

Please sign in to leave a comment.

Comments

3 comments

Date Votes
  • Official comment
    Alison Fivetranner

    Hi Animesh,

    Thank you requesting the addition of the /contacts/state-history endpoint to the Nice Connector we have added it to our feature improvements backlog.

    To help us prioritize and refine this request, could you share more details about your specific use case with contact state history? What challenges would this integration help resolve for your team?

    Updates on progress will be communicated on this thread as we move forward.

    Thanks,
    Alison

  • Jazmin Folker User

    Hi- is there any update on this? Thank you! Please let me know if any parts need clarification.

  • Jazmin Folker User

    Hi Alison,

    Thanks for following up. The `contacts/state-history` endpoint is crucial for us to replicate our key Nice inContact reports. It provides the contact-level details we need, like time in 'Active', 'Hold', or 'Conference' states, to accurately calculate metrics like "Active Talk Time" and "Working Time", "Inqueue_Time", and more using Nice's formulas.

    The main challenge is that these granular details aren't available in the `agents/state-history` endpoint. This means we currently have a complex workaround: we pull some data from FiveTran, run separate custom API code to get the contact-level details, and then join it all together in a view.

    Adding this endpoint to the connector would eliminate this manual process and let us fully automate our reporting through Fivetran.

    Thank you!