serviceAgent object describes the agent endpoint’s state for one NICE CXOne Interaction: machine resource usage, browser and softphone versions, network details, audio devices used, and interaction-level metrics. The Agent Experience Collector emits it for every Interaction. For the Amazon Connect equivalent, see Agent.
Schema
"serviceAgent": {
"username": "agent_42",
"usedDevices": [
{
"timestamp": "2026-05-18T10:14:10.733Z",
"deviceId": "default",
"groupId": "d12cdd42fcade718f5733e77413bc1caf77bc5a93a97eeaa1faa460027641456",
"kind": "audioinput",
"label": "Default - C922 Pro Stream Webcam (046d:085c)"
},
{
"timestamp": "2026-05-18T10:14:10.733Z",
"deviceId": "default",
"groupId": "17355f45f7fcc9c026f10f2211576fbbd70b646e2137b7851e73730b381b7422",
"kind": "audiooutput",
"label": "Default - C49J89x (DisplayPort)"
}
],
"machine": {
"cpu": {
"modelName": "Intel(R) Core(TM) i7-8700B CPU @ 3.20GHz",
"idlePercentage": { "avg": 90.24 },
"utilisedPercentage": { "min": 5.72, "max": 18.5, "avg": 9.76 }
},
"memory": {
"availableGb": 64,
"utilisedPercentage": { "min": 97.61, "max": 97.63, "avg": 97.62 }
}
},
"network": {
"internetGatewayIp": "33.222.36.179",
"mediaIpAddress": "192.168.1.23",
"availableInterfaces": [
{ "address": "192.168.1.23", "type": "lan" },
{ "address": "192.168.1.18", "type": "wlan" }
],
"isp": "National ISP",
"geolocation": {
"city": "Point Cook",
"region": "Victoria",
"country": "Australia"
},
"serviceId": "ce1adf3c-1693-44e8-a278-e21429caf861"
},
"browser": {
"name": "Chrome",
"version": "115.0.5790.170"
},
"softphone": {
"softphoneUrl": "https://home-c42.niceincontact.com/agent/",
"operataCollectorVersion": "1.6.13",
"operataChromeExtVersion": "1.3.18"
},
"interaction": {
"totalDurationSec": 70,
"talkingDurationSec": 70,
"onHoldDurationSec": 0,
"onMuteDurationSec": 0
}
}
Fields
| Name | Type | Required | Description | Example |
|---|---|---|---|---|
username | string | yes | Agent username as configured in NICE CXOne. | agent_42 |
usedDevices | object[] | yes | Audio input and output devices the MAX WebRTC softphone used during the session. Each entry has timestamp, deviceId, groupId, kind, label. | — |
usedDevices[].kind | string | yes | Device kind. One of audioinput, audiooutput. | audioinput |
machine.cpu | object | yes | Agent machine CPU utilization and availability metrics. See System CPU and memory usage for the standalone CPU schema. | — |
machine.memory | object | yes | Agent machine memory utilization and availability metrics. | — |
network | object | yes | Agent network information: available interfaces, types, IP addresses, and which interface handled media during the Interaction. See Machine, browser, and network data and Geolocation and ISP for the standalone network schemas. | — |
network.isp | string | no | Name of the internet service provider, identified from the internet interface sending data to Operata. | National ISP |
network.geolocation | object | no | Geolocation of the ISP point of presence. | — |
network.serviceId | string (UUID) | no | NICE CXOne agent ID as configured in the NICE tenant. | ce1adf3c-1693-44e8-a278-e21429caf861 |
browser | object | yes | Browser name and version reported by the Agent Experience Collector. | — |
softphone | object | yes | Softphone URL and version information, including the Agent Experience Collector and Chrome extension versions. | — |
interaction | object | yes | Key Interaction metrics captured after the Interaction connects to the agent: total duration, talking time, on-hold time, on-mute time. | — |