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

Community

Connector Improvement: NICE Connector - IVR Press Path Report metrics

Answered
Christopher Tong User

Hi there,

I previously reached out about an issue regarding the NICE Connector in a separate ticket. Our understanding was that currently, the metrics that feed NICE’s IVR Press Path Report are not exposed by the REST endpoints that the Fivetran NICE connector uses today, hence the data for these reports is not in our destination data lake.
It'd be greatly appreciated if our team could know whether this is something that could be done and a time estimate of how long this would take. Thank you!

Please sign in to leave a comment.

Comments

3 comments

Date Votes
  • Official comment
    Sisan Kumar Sahu Fivetranner

    Hi Christopher,

    Thank you for submitting your feature request regarding the NICE connector.

    We have reviewed the available NICE REST API's and, based on our current analysis, this data is not exposed through any supported API. We were also unable to identify any export or reporting API that provides access to this information.

    From what we can determine, the IVR Press Path reports appear to be prebuilt, UI-only reports within NICE CXone and do not currently offer an API-based method for retrieval.

    That said, we will reach out to NICE directly to confirm whether there is any supported way to access this data programmatically. Once we receive clarification, we will be happy to reassess and perform a feasibility analysis.

    Thank you,
    Sisan

  • Christopher Tong User

    Hi Sisan,

    Thanks for taking a look at this and for checking in with NICE to see if there’s a supported way to get at this data.

    I wanted to add a bit of context on timing - this capability is tied to an active effort on our side, and timelines are starting to matter for delivery planning. Even a high-level update or confirmation from NICE on what’s possible (or not) would really help us decide how to move forward.

    If it helps, our team would be more than happy to join any conversations between Fivetran and NICE to provide context or walk through what we’re trying to accomplish with the IVR Press Path data. Hoping a joint discussion might surface alternatives or give some insight into future plans, if there are any.

    Thanks again, and let me know how we can help keep things moving.

  • Sisan Kumar Sahu Fivetranner

    HI Christopher,

    We tried to reach out, but there was no response. Can you please reach out from your end?

    I would be more then happy to join this call with NICE?

    Thank you,
    Sisan