Added - APIs
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NewNotesAPIs:
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GET /v2/contact_center/engagements/notes
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GET /v2/contact_center/engagements/{engagementId}/notes
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GET /v2/contact_center/engagements/{engagementId}/notes/{noteId}
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PATCH /v2/contact_center/engagements/{engagementId}/notes/{noteId}
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NewRecordingAPIs:
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GET /v2/contact_center/queues/{queueId}/recordings
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DELETE /v2/contact_center/queues/{queueId}/recordings
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DELETE /v2/contact_center/users/{userId}/recordings
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NewReportsAPIs:
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GET /v2/contact_center/analytics/historical/queues/metrics
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GET /v2/contact_center/analytics/historical/details/metrics
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GET /v2/contact_center/analytics/historical/queues/{queueId}/agents/metrics
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NewSkillsAPIs:
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POST /v2/contact_center/skills
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GET /v2/contact_center/skills
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DELETE /v2/contact_center/skills/{skillId}
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PATCH /v2/contact_center/skills/{skillId}
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GET /v2/contact_center/skills/{skillId}
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POST /v2/contact_center/skills/categories
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GET /v2/contact_center/skills/categories
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DELETE /v2/contact_center/skills/categories/{skillCategoryId}
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PATCH /v2/contact_center/skills/categories/{skillCategoryId}
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GET /v2/contact_center/skills/categories/{skillCategoryId}
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GET /v2/contact_center/users/{userId}/skills
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POST /v2/contact_center/users/{userId}/skills
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DELETE /v2/contact_center/users/{userId}/skills/{skillId}
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NewUsersAPIs:
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GET /v2/contact_center/skills/{skillId}/users
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GET /v2/contact_center/skills/{skillId}/users/{userId}
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Added - Webhooks
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NewEngagementwebhook events:
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contact_center.engagement_user_answered
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contact_center.engagement_user_ended
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contact_center.engagement_user_hold
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contact_center.engagement_user_unhold
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contact_center.engagement_user_muted
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contact_center.engagement_user_unmuted
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contact_center.engagement_user_dtmf_sent
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NewQueuewebhook events:
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contact_center.queue_created
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contact_center.queue_deleted
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NewTaskwebhook events:
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contact_center.task_entered_queue
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contact_center.task_exited_queue
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NewUserwebhook events:
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contact_center.user_login
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contact_center.user_logout
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contact_center.user_opt_in
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contact_center.user_opt_out
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contact_center.user_status_changed
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contact_center.user_created
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Enhancements
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New query parameter
delete_all_recordings
inDelete Engagement RecordingsAPI:-
DELETE /v2/contact_center/engagements/{engagementId}/recordings
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Deprecations
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DeprecateList Historical Voice Queue ReportsAPI:
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GET /v2/contact_center/analytics/historical/voice/queues/metrics
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