> ## Documentation Index
> Fetch the complete documentation index at: https://docs.operata.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent

> Agent-endpoint telemetry the Agent Experience Collector captures for each NICE CXOne Interaction — machine resources, browser, network, softphone versions, devices, and interaction metrics.

The `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](/docs/agent).

## Schema

```json theme={null}
"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](/docs/system-resources) 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](/docs/machine-browser-network) and [Geolocation and ISP](/docs/geolocation-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.                                                                                                                                                      | —                                      |