API Applications

The ACD Configuration > API Applications feature in the ACD application enables you to register an API application. It generates an ID that you need to request a token for use in all API calls. Without the token, you can't make successful API calls.

When you register an API application, CXone displays two options for the Application Type: Register Internal Application and Authorize External Application. Register Internal Application is selected by default and you cannot change it. This means that you can only register your own API apps that you write. To authorize an external application created by NICE CXone or a third-party vendor, contact your CXone Account Representative.

Register an API Application

Required permissions: API Applications Create

You can register API applications on the developer portal , or in ACD as shown in the steps below.

Image of the API registration form

  1. Click the app selector and select ACD.
  2. Go to ACD Configuration > API Applications.
  3. Click Create New.
  4. Enter the Vendor Name and an Application Name.

  5. Enable API Scopes for your app to use. Unless you are creating the app for a specific API scope, select all of the API scope options.

  6. In the Authorized Callback URLs field, enter a location where you want responses to go when you make an implicit grant token request. The implicit grant token lets you link directly to NICE CXone so the app can authenticate you without accessing your user credentials. Press + to add more. You can have up to five callback URLs per app.

  7. Click Create API Application.

Monitor the Health of an External Application

Required permissions: API Applications Edit

Use the Monitor Application tab of an API app to check the performance of the app. You can configure up to 10 key parameters to monitor to watch the app performance. For example, use the UCResponse parameter to monitor how long it takes to retrieve data from the UC provider.

Image of the parameter creation form in the external API application Monitor Application tab

  1. Click the app selector and select ACD.
  2. Go to ACD Configuration > API Applications.
  3. Click an external application to open it.
  4. Click the Monitor Application tab.
  5. Select the Monitor Application checkbox.
  6. Click Add Parameter.
  7. Enter a Parameter Name.
  8. Enter the Parameter Type as either Number or String.

  9. Enter a value for each of the threshold options: Normal, Warning, Error, and Critical.

    For example, you can enter the threshold values of the UCResponse parameter as 5 seconds for Normal; 10 for Warning; 15 for Error; and 20 for Critical. The status of the app appears in the Heartbeat Thresholds section as the thresholds are met.

  10. Click Create.