Live Agent OData Analytics Endpoint

Updated in 2025.25

Live Agent has been put in maintenance mode. The product will continue to be maintained in the foreseeable future. Users can continue to fully rely on Live Agent being available. In future releases, only security updates and bug fixes will be provided; no new features will be released.

Live Agent exposes an OData 4 analytics endpoint to retrieve analytics records. OData, the best way to REST, is a powerful API framework. The OData endpoints allow you to retrieve the most relevant data models from Live Agent by using GET requests. It covers all your enterprise analytics needs to make fine-grained queries in your spreadsheets or build rich dashboards for your bots with your favorite data visualization tool. The Live Agent OData endpoint supports only GET requests and doesn’t support any other request types, such as PATCH, DELETE, or POST.

Supported Versions

OData endpoint version	Live Agent version	Status	New in Version
2.0	2025.25.0 and later	Supported	The Team and AgentAvailabilityRecord collections were added. A new field, `priority`, was added to the Conversation model, and the changes introduced in 1.1 were rolled back.
1.1	2025.18.0 or later	Supported	Rollback to pre-1.0 fields: - Restored fields: Conversation (`identifier`, `contact_last_seen_at`), Inbox (`greeting_enabled`, `greeting_message`, `email_address`), Message (`status`, `source_id`), User (`encrypted_password`, `reset_password_token`, `reset_password_sent_at`, `remember_created_at`, `current_sign_in_ip`, `last_sign_in_ip`, `confirmation_token`) - No longer supported: Conversation (`assigned_at`, `ended_at`), Label (`conversation_ids`), User (`last_sign_out_at`)
1.0	1.0.0 and later	Supported	Initial release.

Usage and Authentication

To connect to the OData endpoint, get a Live Agent Access Token:

In the left-side menu of the Live Agent interface, go to Profile Settings.
In the Access Token section, copy the existing token.
Paste this token into your OData request.

An OData URL is composed of the service root, API version, service path, data collection, and Live Agent access token parameter as follows:

GET /<api-version>/odata/<OData data model>?<odata query> HTTP/1.1
Host: <odata domain>
Authorization: Bearer <Live Agent access token>

The authentication can also be done using a query param such as follows:

/<api-version>/odata/<OData data model>?<odata query>&$top=1&$skip=0&apikey=<Live Agent access token>

OData Domain Name

The OData endpoint is available on a different domain from your Cognigy User Interface domain. For example, https://odata-liveagent-trial.cognigy.ai/v1.0/odata.For example, on our trial server, the OData endpoint URL for the Analytics Inputs Collection is https://odata-liveagent-trial.cognigy.ai/v1.0/odata/Message?. For on-premises installations, replace the odata-trial.cognigy.ai domain name with the domain name configured for your local installation.

Excel/Power BI

When using Power BI or Excel, you might be asked to authenticate. Simply choose anonymous authentication and pass the Live Agent access token as a query parameter &apikey=<Live Agent access-token>

Endpoint Versions

Version 2.0
Version 1.1
Version 1.0

This endpoint version is available in Live Agent 2025.25.0 and later. In this version, the following OData collections are available:

Message (/Message)
Conversation (/Conversation)
Inbox (/Inbox)
Reporting Event (/ReportingEvent)
Label (/Label)
User (/User)
Team (/Team)
Agent Availability Record (/AgentAvailabilityRecord)

To see all the available OData models, use the following Endpoint: https://<hostname>/v2.0/odata/The URL for accessing the OData endpoint 2.0 is the following: https://<hostname>/v2.0/odata/<collection>

This endpoint version is available in Live Agent 2025.18.0 or later. In this version, the following OData collections are available:

Message (/Message)
Conversation (/Conversation)
Inbox (/Inbox)
Reporting Event (/ReportingEvent)
Label (/Label)
User (/User)

To see all the available OData models, use the following Endpoint: https://<hostname>/v1.1/odata/The URL for accessing the OData endpoint 1.1 is the following: https://<hostname>/v1.1/odata/<collection>

This endpoint version is available in Live Agent 1.0.0 and later. In this version, the following OData collections are available:

Message (/Message)
Conversation (/Conversation)
Inbox (/Inbox)
Reporting Event (/ReportingEvent)
Label (/Label)
User (/User)

To see all the available OData models, use the following Endpoint: https://<hostname>/v1.0/odata/The URL for accessing the OData endpoint 1.0 is the following: https://<hostname>/v1.0/odata/<collection>

Querying

The Endpoint supports the following OData Query Language operators:

$skip¹
$top¹
$filter
$select
$orderby
$expand

Example Queries

Version 2.0
Version 1.1
Version 1.0

https://odata-liveagent-trial.cognigy.ai/v2.0/odata/Conversation(1)?$select=inbox_id,account_id&$top=1&$skip=0&apikey=<access-token>

Return the columns inbox_id and account_id for the Conversation with id=1.

https://odata-liveagent-trial.cognigy.ai/v2.0/odata/Conversation?$select=id,account_id&$top=1&$skip=0&apikey=<access-token>

Return the columns’ ID and account_id for all Conversations.

https://odata-liveagent-trial.cognigy.ai/v2.0/odata/Conversation?$select=id,account_id&$top=1&$skip=0&$filter=created_at le '2021-11-23T00:00:00'&$top=1&$skip=0&apikey=<access-token>

Return the columns’ ID and account_id for all the Conversations filtered by the created_at column being lower or equal to ‘2021-11-23T00:00:00’

https://odata-liveagent-trial.cognigy.ai/v1.1/odata/Conversation(1)?$select=inbox_id,account_id&$top=1&$skip=0&apikey=<access-token>

Return the columns inbox_id and account_id for the Conversation with id=1.

https://odata-liveagent-trial.cognigy.ai/v1.1/odata/Conversation?$select=id,account_id&$top=1&$skip=0&apikey=<access-token>

Return the columns’ ID and account_id for all Conversations.

https://odata-liveagent-trial.cognigy.ai/v1.1/odata/Conversation?$select=id,account_id&$top=1&$skip=0&$filter=created_at le '2021-11-23T00:00:00'&$top=1&$skip=0&apikey=<access-token>

Return the columns’ ID and account_id for all the Conversations filtered by the created_at column being lower or equal to ‘2021-11-23T00:00:00’

https://odata-liveagent-trial.cognigy.ai/v1.0/odata/Conversation(1)?$select=inbox_id,account_id&$top=1&$skip=0&apikey=<access-token>

Return the columns inbox_id and account_id for the Conversation with id=1.

https://odata-liveagent-trial.cognigy.ai/v1.0/odata/Conversation?$select=id,account_id&$top=1&$skip=0&apikey=<access-token>

Return the columns’ ID and account_id for all Conversations.

https://odata-liveagent-trial.cognigy.ai/v1.0/odata/Conversation?$select=id,account_id&$top=1&$skip=0&$filter=created_at le '2021-11-23T00:00:00'&$top=1&$skip=0&apikey=<access-token>

Return the columns’ ID and account_id for all the Conversations filtered by the created_at column being lower or equal to ‘2021-11-23T00:00:00’

Reference Documentation

For complete reference documentation, refer to the extensive collection of resources at OData.org and the Oasis OData URL Convention Documentation.

Data Protection & Analytics

Only users with an admin role in Live Agent will be able to query OData Models.

Live Agent OData Collections

This section details the data types that exist within the OData Collections that can be retrieved from the OData endpoint. The following Collections are available:

Message
Conversation
User
Reporting Event
Label
Inbox
Team
Agent Availability Record

Message

Description:

Version 2.0
Version 1.1
Version 1.0

https://odata-liveagent-trial.cognigy.ai/v2.0/odata/Message?$top=1&$skip=0

https://odata-liveagent-trial.cognigy.ai/v1.1/odata/Message?$top=1&$skip=0

https://odata-liveagent-trial.cognigy.ai/v1.0/odata/Message?$top=1&$skip=0

Data Types: When retrieving this data model, the endpoint returns the following fields:

Version 2.0
Version 1.1
Version 1.0

Field Name	Description	Type	Example
`id`	The unique message ID	Number	`9411`
`content`	The text content of the message	String	`"hi"`
`account_id`	The ID of the account where the conversation belongs	Number	`2`
`inbox_id`	The ID of the inbox where the conversation belongs	Number	`427`
`conversation_id`	The ID of the conversation to which this message belongs	Number	`1424`
`message_type`	The type of message: `{ incoming: 0, outgoing: 1, activity: 2, template: 3 }`	Number	`0`
`created_at`	The timestamp when the message was created	Date	`"2023-01-20T13:01:24.141Z"`
`updated_at`	The timestamp when the message was last updated	Date	`"2023-01-20T13:01:24.141Z"`
`private`	Indicates if the message is private (visible only to agents)	Boolean	`false`
`content_type`	The content type: `text: 0`, `input_text: 1`, `input_textarea: 2`, `input_email: 3`	Number	`0`
`content_attributes`	JSON object with additional content details, for example, items, external timestamps	JSON	`{"items":[{"text":"hi","data":null}],"external_created_at":1674219684}`
`sender_type`	The type of sender: `"Contact"`, `"Agent"`, or `"cognigy"`	String	`"Contact"`
`sender_id`	The unique ID of the sender	String	`"1045"`

Field Name	Description	Type	Example
`id`	Unique message ID	Number	1
`content`	The message sent	String	`Welcome to Live Agent`
`account_id`	Account ID	Number	1
`inbox_id`	Inbox ID	Number	1
`conversation_id`	Conversation ID	Number	1
`message_type`	Type of message `{ incoming: 0, outgoing: 1, activity: 2, template: 3 }`	Number	3
`created_at`	Message Creation Date	Date	`2023-01-19T13:31:18.553Z`
`updated_at`	Message Updated Date	Date	`2023-01-19T13:31:18.553Z`
`private`	Message Visibility	Boolean	false
`status`	Message Status `{ sent: 0, delivered: 1, read: 2, failed: 3 }`	Number	3
`source_id`	Message source ID	String	default
`content_type`	`text: 0`, `input_text: 1`, `input_textarea: 2`, `input_email: 3`, `input_select: 4`, `cards: 5`, `form: 6`, `article: 7`, `incoming_email: 8`, `input_csat: 9`, `typescognigy: 2016`, `request_file_upload: 2017`	Number	0
`content_attributes`	JSON Attribute/Value Definitions	JSON	`{"items":[{"title":"Acme Hardware"}]}`
`sender_type`	Provides information on who originated the message	String	`cognigy`
`sender_id`	Sender unique ID	Number	1

Field Name	Description	Type	Example
`id`	Unique message ID	Number	1
`content`	The message sent	String	`Welcome to Live Agent`
`account_id`	Account ID	Number	1
`inbox_id`	Inbox ID	Number	1
`conversation_id`	Conversation ID	Number	1
`message_type`	Type of message `{ incoming: 0, outgoing: 1, activity: 2, template: 3 }`	Number	3
`created_at`	Message Creation Date	Date	`2023-01-19T13:31:18.553Z`
`updated_at`	Message Updated Date	Date	`2023-01-19T13:31:18.553Z`
`private`	Message Visibility	Boolean	false
`content_type`	`text: 0`, `input_text: 1`, `input_textarea: 2`, `input_email: 3`, `input_select: 4`, `cards: 5`, `form: 6`, `article: 7`, `incoming_email: 8`, `input_csat: 9`, `typescognigy: 2016`, `request_file_upload: 2017`	Number	0
`content_attributes`	JSON Attribute/Value Definitions	JSON	`{"items":[{"title":"Acme Hardware"}]}`
`sender_type`	Provides information on who originated the message	String	`cognigy`
`sender_id`	Sender unique ID	Number	1

Conversation

Description: A Conversation is the communication channel opened between an Agent and a client. Example Query:

Version 2.0
Version 1.1
Version 1.0

https://odata-liveagent-trial.cognigy.ai/v2.0/odata/Conversation?$top=1&$skip=0

https://odata-liveagent-trial.cognigy.ai/v1.1/odata/Conversation?$top=1&$skip=0

https://odata-liveagent-trial.cognigy.ai/v1.0/odata/Conversation?$top=1&$skip=0

Data Types: When retrieving this data model, the endpoint returns the following fields:

Version 2.0
Version 1.1
Version 1.0

Field Name	Description	Type	Example
`id`	The unique conversation ID	Number	`74160`
`account_id`	The account ID where the conversation belongs	Number	`2`
`inbox_id`	The inbox ID where the conversation belongs	Number	`34608`
`status`	The conversation status: open: 0, resolved: 1, pending: 2, snoozed: 3, abandoned: 4, deleted: 5	Number	`2`
`assignee_id`	The agent ID assigned to the conversation	Number	`null`
`created_at`	The conversation creation date	Date	`"2023-12-08T13:39:57.528Z"`
`updated_at`	The date when the conversation was last updated	Date	`"2023-12-08T14:58:04.695Z"`
`contact_id`	The unique client ID	Number	`"42992"`
`display_id`	The display ID for the conversation	Number	`6133`
`agent_last_seen_at`	The last seen date of the agent	Date	`"2023-12-19T06:51:27.875Z"`
`contact_inbox_id`	The contact inbox ID	Number	`"117788"`
`last_activity_at`	The date of the last activity in the conversation	Date	`"2023-12-08T14:58:04.693Z"`
`team_id`	The team ID the conversation belongs to	Number	`null`
`snoozed_until`	The end date until which the conversation is snoozed	Date	`null`
`assignee_last_seen_at`	The last seen date of the assigned agent	Date	`null`
`first_reply_created_at`	The date when the first reply was created	Date	`null`
`assigned_at`	The date when the conversation was assigned	Date	`null`
`ended_at`	The date when the conversation ended	Date	`null`
`priority`	The priority of the conversation: low: 0, medium: 1, high: 2, urgent: 3, escalation: 4.	Number	`null`
`additional_attributes`	A JSON object containing any additional attributes	JSON	""
`uuid`	The unique identifier	String	`"e41a989a-81c8-49f7-af64-9a85482c67da"`
`custom_attributes`	A JSON object containing extra add-on attributes	JSON	`{"enableAgentInject":false,"cognigy_channel_type":"admin-webchat","cognigy_agent_assist_workspace_url":"https://agent-assist-trial.cognigy.ai/?sessionId=session-a369b88c-03fb-4497-a60b-495b94313210&userId=4cc1adcf-df86-401d-86ff-4effd5e3c9b1&URLToken=1234"}`
`cognigy_session_id`	The unique session ID	String	`"session-a369b88c-03fb-4497-a60b-495b94313210"`

Field Name	Description	Type	Example
`id`	Unique conversation ID	Number	1
`account_id`	Account ID (where the conversation belongs)	Number	1
`inbox_id`	Inbox ID (where the conversation belongs)	Number	1
`status`	Conversation status: `{ open: 0, resolved: 1, pending: 2, snoozed: 3 }`	Number	1
`assignee_id`	Agent ID (assigned to the conversation)	Number	1
`created_at`	Conversation creation date	Date	`2023-01-19T13:31:18.553Z`
`updated_at`	Conversation updated date	Date	`2023-01-19T13:31:18.553Z`
`contact_id`	Client unique identification	Number	3
`display_id`	Display ID	Number	3
`contact_last_seen_at`	Contact/Client date last seen	Date	`2023-01-19T13:31:18.553Z`
`agent_last_seen_at`	Agent date last seen	Date	`2023-01-19T13:31:18.553Z`
`additional_attributes`	JSON containing any additional attributes	JSON	`{}`
`contact_inbox_id`	Contact Inbox ID	Number	1
`uuid`	Unique identifier	String	`89f20666-e17d-427c-9283-268ba7870283`
`identifier`	Identifier	String	`89f20666-e17d-427c-9283-268ba7870283`
`last_activity_at`	Last activity date	Date	`2023-01-19T13:31:18.553Z`
`team_id`	Team ID (belonging to the conversation)	Number	1
`snoozed_until`	Snoozed date end	Date	`2023-01-19T13:31:18.553Z`
`custom_attributes`	Extra add-on attributes	JSON	`{}`
`assignee_last_seen_at`	Date of last time the assignee has been seen	Date	`2023-01-19T13:31:18.553Z`
`cognigy_session_id`	Unique session ID	String	”session-deedb62a-8062-490f-83ac-826de9ef94S3”

Field Name	Description	Type	Example
`id`	Unique conversation ID	Number	1
`account_id`	Account ID (where the conversation belongs)	Number	1
`inbox_id`	Inbox ID (where the conversation belongs)	Number	1
`status`	Conversation status: `{ open: 0, resolved: 1, pending: 2, snoozed: 3 }`	Number	1
`assignee_id`	Agent ID (assigned to the conversation)	Number	1
`created_at`	Conversation creation date	Date	`2023-01-19T13:31:18.553Z`
`updated_at`	Conversation updated date	Date	`2023-01-19T13:31:18.553Z`
`contact_id`	Client unique identification	Number	3
`display_id`	Display ID	Number	3
`agent_last_seen_at`	Agent date last seen	Date	`2023-01-19T13:31:18.553Z`
`additional_attributes`	JSON containing any additional attributes	JSON	`{}`
`contact_inbox_id`	Contact Inbox ID	Number	1
`uuid`	Unique identifier	String	”89f20666-e17d-427c-9283-268ba7870283”
`last_activity_at`	Last activity date	Date	`2023-01-19T13:31:18.553Z`
`team_id`	Team ID (belonging to the conversation)	Number	1
`snoozed_until`	Snoozed date end	Date	`2023-01-19T13:31:18.553Z`
`custom_attributes`	Extra add-on attributes	JSON	`{}`
`assignee_last_seen_at`	Date of last time the assignee has been seen	Date	`2023-01-19T13:31:18.553Z`
`cognigy_session_id`	Unique session ID	String	”session-deedb62a-8062-490f-83ac-826de9ef94S3”
`assigned_at`	The date and time when the conversation was assigned to a human agent	Date	`2023-01-19T13:31:18.553Z`
`ended_at`	The date and time when the human agent closed the conversation (marked it as `Resolved` or `Abandoned`)	Date	`2023-01-19T13:31:18.553Z`

Inbox

Description: The Inbox is where all Conversations from a specific set of Agents will be placed. Example Query:

Version 2.0
Version 1.1
Version 1.0

https://odata-liveagent-trial.cognigy.ai/v2.0/odata/Inbox?$top=1&$skip=0

https://odata-liveagent-trial.cognigy.ai/v1.1/odata/Inbox?$top=1&$skip=0

https://odata-liveagent-trial.cognigy.ai/v1.0/odata/Inbox?$top=1&$skip=0

Data Types: When retrieving this data model, the endpoint returns the following fields:

Version 2.0
Version 1.1
Version 1.0

Field Name	Description	Type	Example
`id`	Unique Inbox record ID	Number	`3`
`channel_id`	The channel ID this Inbox is connected to	Number	`3`
`name`	Inbox name	String	`"cucumberTest_Project_by_template-default"`
`account_id`	Account ID that owns the Inbox	Number	`2`
`created_at`	Timestamp when the Inbox was created	String	`"2023-01-10T17:36:00.052Z"`
`updated_at`	Timestamp when the Inbox was last updated	String	`"2023-01-10T17:36:00.052Z"`
`channel_type`	Communication channel type, such as API, Webchat, Facebook (Meta)	String	`"Channel::Api"`
`enable_auto_assignment`	Whether conversations are automatically assigned to agents	Boolean	`true`
`working_hours_enabled`	Whether working hours scheduling is enabled	Boolean	`false`
`out_of_office_message`	Custom message displayed when outside working hours	String	`null`
`timezone`	Timezone of the Inbox	String	`"UTC"`
`enable_email_collect`	Whether email collection is enabled	Boolean	`true`
`csat_survey_enabled`	Whether CSAT survey is enabled	Boolean	`false`
`cognigy_organization_id`	Cognigy Organization ID	String	`null`
`cognigy_project_id`	Cognigy Project ID	String	`"63bda1ff4688585c8fa2ccae"`
`enable_auto_reassignment`	Whether conversations can be automatically reassigned	Boolean	`true`
`conversations_show_all`	Whether agents can see all conversations, even if not assigned to them	Boolean	`true`

Field Name	Description	Type	Example
`id`	Unique record ID	Number	1
`channel_id`	Channel ID	Number	1
`name`	Inbox name	String	`Welcome to Live Agent`
`email_address`	Email address	String	`ai-agent@cognigy.com`
`account_id`	Account ID	Number	1
`created_at`	Inbox creation date	Date	`2023-01-19T13:31:18.553Z`
`updated_at`	Inbox updated date	Date	`2023-01-19T13:31:18.553Z`
`channel_type`	Communication channel, for example, API, Webchat, Facebook (Meta)	String	`Channel:Webchat`
`enable_auto_assignment`	Feature that allows the agent to auto assign conversations	Boolean	`true`
`greeting_enabled`	Feature that allows an automatic greeting to be sent	Boolean	`false`
`greeting_message`	Automatic greeting message	String	`Hi there!`
`working_hours_enabled`	Feature that enables a working hours timetable	Boolean	`true`
`out_of_office_message`	Feature that enables a working hours timetable	Boolean	`true`
`timezone`	Inbox timezone	String	”UTC”
`enable_email_collect`	Allows email collection	Boolean	`true`
`csat_survey_enabled`	Allows CSAT survey	Boolean	`true`
`cognigy_organization_id`	Cognigy account ID	String	1
`cognigy_project_id`	Cognigy Project ID	String	1
`enable_auto_reassignment`	Allows conversation reassignment	Boolean	`true`
`conversations_show_all`	Allows you to see all conversations in the Inbox, even if they don’t belong to you	Boolean	`true`

Field Name	Description	Type	Example
`id`	Unique record ID	Number	1
`channel_id`	Channel ID	Number	1
`name`	Inbox Name	String	`Welcome to Live Agent`
`account_id`	Account ID	Number	1
`created_at`	Inbox creation date	Date	`2023-01-19T13:31:18.553Z`
`updated_at`	Inbox updated date	Date	`2023-01-19T13:31:18.553Z`
`channel_type`	Communication channel, for example, API, Webchat, Facebook (Meta)	String	`Channel:Webchat`
`enable_auto_assignment`	Feature that allows the agent to auto assign conversations	Boolean	`true`
`working_hours_enabled`	Feature that enables a working hours timetable	Boolean	`true`
`out_of_office_message`	Feature that enables a working hours timetable	Boolean	`true`
`timezone`	Inbox Timezone	String	`UTC`
`enable_email_collect`	Allows email collection	Boolean	`true`
`csat_survey_enabled`	Allows CSAT survey	Boolean	`true`
`cognigy_organization_id`	Cognigy Account ID	String	1
`cognigy_project_id`	Cognigy Project ID	String	1
`enable_auto_reassignment`	Allows conversation reassignment	Boolean	`true`
`conversation_show_all`	Allows you to see all conversations in the Inbox, even if they don’t belong to you	Boolean	`true`

Label

Description: Labels are used to mark, identify, or group different Conversations. Example Query:

Version 2.0
Version 1.1
Version 1.0

https://odata-liveagent-trial.cognigy.ai/v2.0/odata/Label?$top=1&$skip=0

https://odata-liveagent-trial.cognigy.ai/v1.1/odata/Label?$top=1&$skip=0

https://odata-liveagent-trial.cognigy.ai/v1.0/odata/Label?$top=1&$skip=0

Data Types: When retrieving this data model, the endpoint returns the following fields:

Version 2.0
Version 1.1
Version 1.0

Field Name	Description	Type	Example
`id`	A unique label ID	String	`"1"`
`title`	The label title	String	`"qa-60"`
`description`	The label description	String	`"sadc"`
`color`	The label color in HEX format	String	`"#111113"`
`show_on_sidebar`	Indicates whether the label is shown on the sidebar	Boolean	`true`
`account_id`	The ID of the account to which the label belongs	String	`"2"`
`created_at`	The label creation timestamp	Date	`"2023-01-19T13:31:18.553Z"`
`updated_at`	The label last updated timestamp	Date	`"2023-09-18T12:34:19.579Z"`
`conversation_ids`	A list of conversation IDs associated with this label	Array of Numbers	`[77455, 78729, 79906, …]`

Field Name	Description	Type	Example
`id`	Unique label ID	Number	1
`title`	Label title	String	`label-complain`
`description`	Label description	String	`labels used for complains`
`color`	Label color	String	`red`
`show_on_sidebar`	Allows the label to be shown on the sidebar	Boolean	`true`
`account_id`	Account to which the label will belong	Number	3
`created_at`	Label creation date	Date	`2023-01-19T13:31:18.553Z`
`updated_at`	Label updated date	Date	`2023-01-19T13:31:18.553Z`

Field Name	Description	Type	Example
`id`	Unique label ID	Number	1
`title`	Label title	String	`label-complain`
`description`	Label description	String	`labels used for complains`
`color`	Label color	String	`red`
`show_on_sidebar`	Allows the label to be shown on the sidebar	Boolean	`true`
`account_id`	Account to which the label will belong	Number	3
`created_at`	Label creation date	Date	`2023-01-19T13:31:18.553Z`
`updated_at`	Label updated date	Date	`2023-01-19T13:31:18.553Z`
`conversation_ids`	An array of conversation IDs associated with the label	Array of numbers	`[15628, 15964, 15965]`

Reporting Event

Description: The Reporting Event model represents actions or occurrences tracked in the system for reporting and analytics purposes. Example Query:

Version 2.0
Version 1.1
Version 1.0

https://odata-liveagent-trial.cognigy.ai/v2.0/odata/ReportingEvent?$top=10&$skip=0.

https://odata-liveagent-trial.cognigy.ai/v1.1/odata/ReportingEvent?$top=10&$skip=0.

https://odata-liveagent-trial.cognigy.ai/v1.0/odata/ReportingEvent?$top=10&$skip=0.

Data Types: When retrieving this data model, the endpoint returns the following fields:

Field Name	Description	Type	Example
`id`	Unique Reporting Event ID	Number	4
`event_start_time`	Start time of the event	Date	`2023-01-08T18:34:43.162Z`
`event_end_time`	End time of the event	Date	`2023-01-08T18:34:43.162Z`
`name`	Name of the event	String	`message_created`, `conversation_resolved`, `first_reply_created`, `assignee_changed`, `conversation_inbox_changed`
`value`	Value associated with the event, such as timestamp	Number	1
`created_at`	The date and time when the event was created	Date	`2023-01-08T18:34:43.213Z`
`updated_at`	The date and time when the event was last updated	Date	`2023-01-08T18:34:43.213Z`
`account_id`	ID of the account associated with the event	Number	2
`conversation_id`	ID of the conversation associated with the event	Number	1
`inbox_id`	ID of the inbox associated with the event	Number	1
`user_id`	ID of the user associated with the event	Number	3

To avoid potential query timeouts due to large data volumes, use the $top query option to limit the number of returned records.

User

Description: This data model stores information about Live Agent users. Example Query:

Version 2.0
Version 1.1
Version 1.0

https://odata-liveagent-trial.cognigy.ai/v2.0/odata/User?$top=1&$skip=0

https://odata-liveagent-trial.cognigy.ai/v1.1/odata/User?$top=1&$skip=0

https://odata-liveagent-trial.cognigy.ai/v1.0/odata/User?$top=1&$skip=0

Data Types: When retrieving this data model, the endpoint returns the following fields:

Version 2.0
Version 1.1
Version 1.0

Field Name	Description	Type	Example
`id`	A unique record ID	Number	`1`
`provider`	The provider, for example, email	String	`email`
`uid`	A provided unique identifier	String	`some-email@cognigy.com`
`confirmed_at`	The date when the confirmation token was confirmed	Date	`2021-12-11 12:41:26.745`
`confirmation_sent_at`	The date when the confirmation token was sent	Date	`2021-12-11 12:41:26.745`
`unconfirmed_email`	An unconfirmed email	String	`unconfirmed@cognigy.com`
`name`	The user’s name	String	`Francisco`
`display_name`	The user’s display name	String	`Paco`
`email`	The user’s email	String	`fran@cognigy.com`
`tokens`	The user’s tokens	JSON	`{"MN4iNP38tvwe5wer7pvpnAQ":{"token":"$2a$10$iA7Si0sBV9lMkO2mqvwiD.L90.uTCl27WQbEo/Kc0W","expiry":1644763988}}`
`created_at`	The date when the user was created	Date	`2021-12-11 12:41:26.745`
`updated_at`	The date when the user was last updated	Date	`2021-12-11 12:41:26.745`
`pubsub_token`	The user’s publish/subscribe token	String	`MiVxY3FKry6oklambiuqL72nn`
`availability`	The user’s availability	Number	1
`custom_attributes`	The user’s custom attributes	JSON	`{}`
`cognigy_user_id`	The Cognigy user ID	String	`610bEOk617uPiXy9L3HOq8nn6kdjJK2`
`sign_in_count`	The total number of times the user has logged in to Live Agent	Number	3
`current_sign_in_at`	The date and time of the user’s most recent login	Date	`2021-12-11 12:41:26.745`
`last_sign_in_at`	The date and time of the user’s last login	Date	`2021-12-11 12:41:26.745`
`last_sign_out_at`	The date and time of the user’s last logout from Live Agent	Date	`2021-12-11 12:41:26.745`

Field Name	Description	Type	Example
`id`	Unique record ID	Number	1
`provider`	For example, email	String	`email`
`uid`	Provided unique identifier	String	`some-email@cognigy.com`
`encrypted_password`	Encrypted password	String	`$2a$11$L.610bE0k617uÜiXy9L3H0q8nn6kdjJK2/X4p7ghlxPC38hjovasd`
`reset_password_token`	Token used to reset the password	String	`$2a$11$L.610bE0k617uÜiXy9L3H0q8nn6kdjJK2/X4p7ghlxPC38hjsvaru`
`reset_password_send_at`	Date when a password reset was sent	Date	`2021-12-11 12:41:26.745`
`remember_created_at`	Date of remember creation	Date	`2021-12-11 12:41:26.745`
`sign_in_count`	Number of times the user has signed in	Number	3
`current_sign_in_ip`	Current sign in IP address	String	`120.0.0.1`
`last_sign_in_ip`	Last sign in IP address	String	`120.0.0.1`
`confirmation_token`	Confirmation token	String	`$2a$11$L.610bE0k617uÜiXy9L3H0q8nn6kdjJK2/X4p7ghlxPC38hjovasd`
`confirmed_at`	Confirmation token confirmed at date	Date	`2021-12-11 12:41:26.745`
`confirmation_sent_at`	Confirmation token sent at date	Date	`2021-12-11 12:41:26.745`
`unconfirmed_email`	Unconfirmed email	String	`unconfirmed@cognigy.com`
`name`	User name	String	`Francisco`
`display_name`	User display name	String	`Paco`
`email`	User email	String	`fran@cognigy.com`
`tokens`	User tokens	JSON	`{"MN4iNP38tvwe5wer7pvpnAQ":{"token":"$2a$10$iA7Si0sBV9lMkO2mqvwiD.L90.uTCl27WQbEo/Kc0W","expiry":1644763988}}`
`created_at`	User creation date	Date	`2021-12-11 12:41:26.745`
`updated_at`	User updated date	Date	`2021-12-11 12:41:26.745`
`pubsub_token`	User publish/subscribe token	String	`MiVxY3FKry6oklambiuqL72nn`
`availability`	This represents the user’s availability	Number	1
`custom_attributes`	Custom attributes	JSON	`{}`
`cognigy_user_id`	Cognigy user ID	string	`610bEOk617uPiXy9L3HOq8nn6kdjJK2`
`sign_in_count`	The total number of times the user has logged in to Live Agent	Number	3
`current_sign_in_at`	The date and time of the user’s most recent login	Date	`2021-12-11 12:41:26.745`
`last_sign_in_at`	The date and time of the user’s login previous to the current one	Date	`2021-12-11 12:41:26.745`

Field Name	Description	Type	Example
`id`	Unique record ID	Number	1
`provider`	For example, email	String	`email`
`uid`	Provided unique identifier	String	`some-email@cognigy.com`
`confirmed_at`	Confirmation token confirmed at date	Date	`2021-12-11 12:41:26.745`
`confirmation_sent_at`	Confirmation token sent at date	Date	`2021-12-11 12:41:26.745`
`unconfirmed_email`	Unconfirmed email	String	`unconfirmed@cognigy.com`
`name`	User name	String	`Francisco`
`display_name`	User display name	String	`Paco`
`email`	User email	String	`fran@cognigy.com`
`tokens`	User tokens	JSON	`{"MN4iNP38tvwe5wer7pvpnAQ":{"token":"$2a$10$iA7Si0sBV9lMkO2mqvwiD.L90.uTCl27WQbEo/Kc0W","expiry":1644763988}}`
`created_at`	User creation date	Date	`2021-12-11 12:41:26.745`
`updated_at`	User updated date	Date	`2021-12-11 12:41:26.745`
`pubsub_token`	User publish/subscribe token	String	`MiVxY3FKry6oklambiuqL72nn`
`availability`	This represents the user’s availability	Number	1
`custom_attributes`	Custom attributes	JSON	`{}`
`cognigy_user_id`	Cognigy user ID	string	`610bEOk617uPiXy9L3HOq8nn6kdjJK2`
`sign_in_count`	The total number of times the user has logged in to Live Agent	Number	3
`current_sign_in_at`	The date and time of the user’s most recent login	Date	`2021-12-11 12:41:26.745`
`last_sign_in_at`	The date and time of the user’s login previous to the current one	Date	`2021-12-11 12:41:26.745`
`last_sign_out_at`	The date and time of the user’s last logout from Live Agent	Date	`2021-12-11 12:41:26.745`

Team

Description: This data model stores information about Live Agent teams. Example Query:

Version 2.0

https://odata-liveagent-trial.cognigy.ai/v2.0/odata/Team?$top=1&$skip=0

Data Types: When retrieving this data model, the endpoint returns the following fields:

Field Name	Description	Type	Example
`id`	The unique ID of the team	String	`"9"`
`name`	The name of the team	String	`"customer support team"`
`description`	A description of the team	String	`"for urgent user requests"`
`allow_auto_assign`	Whether conversations can be automatically assigned to the team	Boolean	`true`
`account_id`	The account ID the team belongs to	String	`"2"`
`created_at`	The timestamp when the team was created	String	`"2025-12-08 12:41:26.745"`
`updated_at`	The timestamp when the team was last updated	String	`"2025-12-08 12:41:26.745"`
`members`	An array of user entities	Array	`[...]`
`members.id`	The member ID (internal Live Agent ID)	Number	`57`
`members.provider`	The authentication provider	String	`"cognigy"`
`members.uid`	The user UID from the provider	String	`"63ca7c200d733defd7512584"`
`members.confirmed_at`	The timestamp when the user confirmed their account	String	`"2025-12-08 12:41:26.745"`
`members.confirmation_sent_at`	The timestamp when the confirmation was sent	String	`null`
`members.unconfirmed_email`	The email pending confirmation	String	`null`
`members.name`	The full name of the user	String	`"John Doe"`
`members.display_name`	The display name used in the UI	String	`"John"`
`members.email`	The email address	String	`"john.doe@example.com"`
`members.tokens`	Authentication tokens	String	`null`
`members.created_at`	The timestamp when the user was created	String	`"2025-12-08 12:41:26.745"`
`members.updated_at`	The timestamp when the user was last updated	String	`"2025-12-08 12:41:26.745"`
`members.pubsub_token`	The token for real-time updates	String	`"a5DXd5Q84djArRReTNfavEZk"`
`members.availability`	The user availability status (`0 = offline`)	Number	`0`
`members.custom_attributes`	Custom attributes in JSON format	String	`"{}"`
`members.cognigy_user_id`	The user ID from Cognigy.AI	String	`"63ca7c200d733eefd7512584"`
`members.sign_in_count`	The number of times the user signed in	Number	`17`
`members.current_sign_in_at`	The timestamp of the current login session	String	`"2025-12-08 12:41:26.745"`
`members.last_sign_in_at`	The timestamp of the last login	String	`"2025-12-08 12:41:26.745"`
`members.last_sign_out_at`	The timestamp of the last logout	String	`"2025-12-08 12:41:26.745"`

AgentAvailabilityRecord

Description: This data model stores information about agent availability in Live Agent. Example Query:

Version 2.0

https://odata-liveagent-trial.cognigy.ai/v2.0/odata/AgentAvailabilityRecord?$top=1&$skip=0

Data Types: When retrieving this data model, the endpoint returns the following fields:

Field Name	Description	Type	Example
`id`	The unique ID of the availability record	String	`"1"`
`availability`	The agent’s availability status (`0 = online`, `1 = offline`, `2 = busy`, `3 = away`)	Number	`0`
`created_at`	The timestamp when the record was created	ISO 8601 String	`"2025-12-03T09:22:32.760Z"`
`updated_at`	The timestamp when the record was last updated	ISO 8601 String	`"2025-12-03T09:22:32.760Z"`
`account_id`	The ID of the account the agent belongs to	String	`"2"`
`user_id`	The ID of the user (agent)	String	`"8953"`

Integrations

Excel

When connecting from Microsoft Excel 2016, you must use the Power Query feature, which can be found under Data > Get & Transform > New Query > From Other Sources > From OData Feed. This will connect to our OData 4 feed.

Power BI

Follow the instructions in the Power BI documentation.

Tableau

Cognigy.AI supports OData 4.0, which implies that certain versions of Tableau aren’t compatible.

Find instructions on how to connect an OData Feed in the Tableau documentation.

OData Consumer Ecosystem

For a full list of available OData Consumer options, follow the link to Consumers on OData.org.

Client Libraries in .NET, Java, JavaScript, C++, and Other Platforms

For a full list of available OData Libraries, see the latest directory of available libraries on OData.org.

¹: This parameter is required to make a request to the Live Agent OData endpoint.

Overview

Conversations

Assistants

Analytics Tools

Settings

Access Management

User Profile and Notifications

Miscellaneous

Supported Versions

Usage and Authentication

Endpoint Versions

Querying

Example Queries

Reference Documentation

Data Protection & Analytics

Live Agent OData Collections

Message

Conversation

Inbox

Label

Reporting Event

User

Team

AgentAvailabilityRecord

Integrations

Excel

Power BI

Tableau

OData Consumer Ecosystem

Client Libraries in .NET, Java, JavaScript, C++, and Other Platforms

​Supported Versions

​Usage and Authentication

​Endpoint Versions

​Querying

​Example Queries

​Reference Documentation

​Data Protection & Analytics

​Live Agent OData Collections

​Message

​Conversation

​Inbox

​Label

​Reporting Event

​User

​Team

​AgentAvailabilityRecord

​Integrations

​Excel

​Power BI

​Tableau

​OData Consumer Ecosystem

​Client Libraries in .NET, Java, JavaScript, C++, and Other Platforms

Supported Versions

Usage and Authentication

Endpoint Versions

Querying

Example Queries

Reference Documentation

Data Protection & Analytics

Live Agent OData Collections

Message

Conversation

Inbox

Label

Reporting Event

User

Team

AgentAvailabilityRecord

Integrations

Excel

Power BI

Tableau

OData Consumer Ecosystem

Client Libraries in .NET, Java, JavaScript, C++, and Other Platforms