Live Agent OData Analytics Endpoint - Cognigy Documentation

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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

​ Usage and Authentication

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

1. In the left-side menu of the Live Agent interface, go to Profile Settings.
2. In the Access Token section, copy the existing token.
3. 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:

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:

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

​ 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

​ 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

​ 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

​ 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:

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

​ 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:

​ 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:

​ 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.

Last modified onJuly 14, 2026

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containerPositionObserver = new MutationObserver(function(mutations) { if (themeToggleInProgress) { // Use core function (not debounced) for immediate repositioning during theme toggle requestAnimationFrame(repositionContainersAfterThemeToggleCore); return; }

let needsReposition = false; for (let i = 0; i < mutations.length && !needsReposition; i++) { if (mutations[i].type === 'childList') { needsReposition = true; } }

if (needsReposition) { clearTimeout(containerPositionObserver._timeout); containerPositionObserver._timeout = setTimeout(repositionContainersAfterThemeToggle, REPOSITION_DEBOUNCE); } });

containerPositionObserver.observe(contentArea, { childList: true, subtree: true, attributes: false, characterData: false });

containerPositionObserver._timeout = null; }

// Optimized: Main observer with better early exits function setupObserver() { if (typeof MutationObserver === 'undefined') return;

const contentArea = getContentArea(); if (!contentArea || !document.contains(contentArea)) { setTimeout(setupObserver, 500); return; }

if (contentArea === document.documentElement || contentArea === document.body) { return; }

if (observer) { const currentObserved = observer._observedElement; if (currentObserved === contentArea && document.contains(contentArea)) { return; } if (currentObserved) { observer.disconnect(); } observer = null; }

observer = new MutationObserver(function(mutations) { if (themeToggleInProgress) return;

let hasNewViewer = false; for (let i = 0; i < mutations.length && !hasNewViewer; i++) { const mutation = mutations[i]; if (mutation.addedNodes && mutation.addedNodes.length > 0) { for (let j = 0; j < mutation.addedNodes.length && !hasNewViewer; j++) { const node = mutation.addedNodes[j]; if (node.nodeType === 1 && node.hasAttribute && node.hasAttribute('data-single-page-viewer') && !node.hasAttribute('data-initialized') && !node.hasAttribute('data-viewer-replaced')) { hasNewViewer = true; } } } }

if (hasNewViewer) { // Use core function for immediate repositioning when new viewer detected repositionContainersAfterThemeToggleCore(); setTimeout(repositionContainersAfterThemeToggleCore, 10); setTimeout(repositionContainersAfterThemeToggleCore, 50); setTimeout(repositionContainersAfterThemeToggleCore, 200); }

clearTimeout(observerTimeout); observerTimeout = setTimeout(function() { if (themeToggleInProgress) return;

let hasNewViewer = false; for (let i = 0; i < mutations.length && !hasNewViewer; i++) { const mutation = mutations[i];

if (mutation.target === document.documentElement || mutation.target === document.body) { continue; }

if (mutation.type === 'attributes' && mutation.attributeName === 'class' && mutation.target === document.documentElement) { continue; }

if (mutation.type === 'attributes' && mutation.attributeName === 'data-initialized') { const target = mutation.target; if (target && target.hasAttribute && target.hasAttribute('data-single-page-viewer') && !target.hasAttribute('data-initialized')) { hasNewViewer = true; } }

if (mutation.addedNodes && mutation.addedNodes.length > 0) { for (let j = 0; j < mutation.addedNodes.length && !hasNewViewer; j++) { const node = mutation.addedNodes[j]; if (node.nodeType === 1 && node.hasAttribute && node.hasAttribute('data-single-page-viewer') && !node.hasAttribute('data-initialized')) { hasNewViewer = true; } } } }

if (hasNewViewer) { invalidateQueryCache(); initSinglePageViewers(); } }, OBSERVER_DEBOUNCE); });

observer.observe(contentArea, { childList: true, subtree: true, attributes: true, attributeFilter: ['data-initialized'], characterData: false });

observer._observedElement = contentArea; setupContainerPositionObserver(); }

function start() { setupObserver(); initialize(); }

function checkAndInitialize() { if (isInitializing) return;

const currentUrl = window.location.href; if (currentUrl === lastUrl && lastUrl !== null) { return; }

const contentArea = document.querySelector('#content-area') || document.querySelector('.mdx-content'); if (contentArea) { const viewers = getUninitializedViewers(true); if (viewers.length > 0) { cachedContentArea = contentArea; setupObserver(); initialize(); } } }

if (document.readyState === 'loading') { document.addEventListener('DOMContentLoaded', start); } else { setTimeout(start, 100); }

if (typeof window !== 'undefined' && window.next) { let initialLoadAttempts = 0; const maxInitialAttempts = 4; const attemptDelays = [200, 500, 1000, 2000]; const initialUrl = window.location.href;

attemptDelays.forEach(function(delay) { setTimeout(function() { if (initialLoadAttempts < maxInitialAttempts) { initialLoadAttempts++; if (window.location.href === initialUrl) { checkAndInitialize(); } } }, delay); }); }

window.addEventListener('popstate', function(e) { const currentUrl = window.location.href; if (currentUrl !== lastUrl) { handleNavigation(); } });

if (typeof window !== 'undefined') { if (window.next && window.next.router && window.next.router.events) { window.next.router.events.on('routeChangeComplete', function(url) { lastUrl = window.location.href; isInitializing = false; pendingInitCall = false; if (navigationTimeout) { clearTimeout(navigationTimeout); navigationTimeout = null; } invalidateContentAreaCache(); invalidateQueryCache(); setTimeout(function() { setupObserver(); initialize(); }, 300); });

window.next.router.events.on('routeChangeStart', function(url) { isInitializing = false; pendingInitCall = false; }); }

if (!window.next || !window.next.router) { const originalPushState = history.pushState; const originalReplaceState = history.replaceState;

history.pushState = function() { originalPushState.apply(history, arguments); setTimeout(function() { if (window.location.href !== lastUrl) { handleNavigation(); } }, 0); };

history.replaceState = function() { originalReplaceState.apply(history, arguments); setTimeout(function() { if (window.location.href !== lastUrl) { handleNavigation(); } }, 0); }; } }

document.addEventListener('visibilitychange', function() { if (!document.hidden) { isInitializing = false; startPeriodicCheck(); if (!pendingInitCall) { pendingInitCall = true; setTimeout(function() { pendingInitCall = false; initSinglePageViewers(); }, INIT_DELAY / 2); } } });

function startPeriodicCheck() { if (periodicCheckInterval) return;

periodicCheckInterval = setInterval(function() { const uninitialized = getUninitializedViewers(true); if (uninitialized.length === 0) { clearInterval(periodicCheckInterval); periodicCheckInterval = null; } else if (!isInitializing) { initSinglePageViewers(); } }, 2000); }

setTimeout(startPeriodicCheck, INIT_DELAY * 2);

window.__singlePageViewerInit = function() { const currentUrl = window.location.href; if (currentUrl === lastUrl) { return; }

isInitializing = false; pendingInitCall = false; lastUrl = currentUrl; invalidateContentAreaCache(); invalidateQueryCache(); setupObserver(); initialize(); };

window.__singlePageViewerCheck = function() { invalidateQueryCache(); initSinglePageViewers(); }; })();

// Optimized: Second IIFE for navigation handling (function() { 'use strict';

let lastPathname = window.location.pathname; let lastInitializedPathname = window.location.pathname;

function checkAndInit() { const currentPathname = window.location.pathname; if (currentPathname === lastInitializedPathname) { return; }

lastInitializedPathname = currentPathname; if (typeof window !== 'undefined') { window.__lastFullUrl = window.location.href; }

if (window.__singlePageViewerInit) { window.__singlePageViewerInit(); } }

function runInit() { if (window.__singlePageViewerInit) { setTimeout(checkAndInit, 100); } else { let attempts = 0; const maxAttempts = 50; const checkInterval = setInterval(function() { attempts++; if (window.__singlePageViewerInit) { clearInterval(checkInterval); setTimeout(checkAndInit, 100); } else if (attempts >= maxAttempts) { clearInterval(checkInterval); } }, 100); } }

if (document.readyState === 'loading') { document.addEventListener('DOMContentLoaded', runInit); } else { setTimeout(runInit, 100); }

if (typeof window !== 'undefined' && window.next && window.next.router && window.next.router.events) { window.next.router.events.on('routeChangeComplete', function(url) { lastPathname = window.location.pathname; setTimeout(checkAndInit, 300); }); }

setInterval(function() { const currentPathname = window.location.pathname; if (currentPathname !== lastPathname) { lastPathname = currentPathname; setTimeout(checkAndInit, 300); } }, 500);

if (typeof MutationObserver !== 'undefined') { let fallbackObserverTimeout = null; // Store in outer scope for cleanup tracking fallbackObserver = new MutationObserver(function(mutations) { if (fallbackObserverTimeout) { clearTimeout(fallbackObserverTimeout); } fallbackObserverTimeout = setTimeout(function() { const contentArea = document.querySelector('#content-area'); if (contentArea) { const uninitialized = contentArea.querySelectorAll( '[data-single-page-viewer]:not([data-initialized]):not(.single-page-viewer-container [data-single-page-viewer])' ); if (uninitialized.length > 0) { const currentPathname = window.location.pathname; if (currentPathname !== lastInitializedPathname) { setTimeout(checkAndInit, 200); } } } }, 500); });

if (document.body) { fallbackObserver.observe(document.body, { childList: true, subtree: true }); } else { document.addEventListener('DOMContentLoaded', function() { if (document.body) { fallbackObserver.observe(document.body, { childList: true, subtree: true }); } }); } } })();