Added
-
NewReportsAPIs:
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GET /v2/contact_center/analytics/agents/time_sheets
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Enhanced
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Replaced request field
channel_type
withchannel_types
in theseReportsAPIs:-
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
-
-
Added video, chat, and SMS options to
channel_types
field in theseReportsAPIs:-
GET /v2/contact_center/analytics/historical/queues/metrics
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GET /v2/contact_center/analytics/historical/details/metrics
-
GET /v2/contact_center/analytics/historical/queues/{queueId}/agents/metrics
-
-
Added interval request field in theseReportsAPIs:
-
GET /v2/contact_center/analytics/historical/queues/metrics
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GET /v2/contact_center/analytics/historical/queues/{queueId}/agents/metrics
-
-
Added
start_time_interval
andend_time_interval
response fields in theseReportsAPIs:-
GET /v2/contact_center/analytics/historical/queues/metrics
-
GET /v2/contact_center/analytics/historical/queues/{queueId}/agents/metrics
-
-
Added
date_interval
,total_answered_users
,total_answer_duration
,total_hold_duration
,total_wrap_up_duration
,total_queue_wait_duration
, andtotal_abandoned_duration
response fields in theReportsAPIs:-
GET /v2/contact_center/analytics/historical/queues/metrics
-
GET /v2/contact_center/analytics/historical/queues/{queueId}/agents/metrics
-
-
Added
consumer_id, consumer_name
andagent_first_message_speed
response fields in theReportsAPI:-
GET /v2/contact_center/analytics/historical/details/metrics
-
-
Renamed response fields
total_inbound_calls
tototal_inbound
,total_completed_calls
tototal_completed
,total_declined_calls
tototal_declined
,total_missed_calls
tototal_missed
,average_voice_call_talking_duration
toinbound_average_talking_duration
,longest_call_talking_duration
toinbound_longest_talking_duration
,shortest_call_talking_duration
toinbound_shortest_talking_duration
,average_call_wrap_up_duration
toinbound_average_wrap_up_duration
,longest_call_wrap_up_duration
toinbound_longest_wrap_up_duration
,shortest_call_wrap_up_duration
toinbound_shortest_wrap_up_duration
,total_outbound_calls
tototal_outbound
,hangup_outbound_calls
tohangup_outbound
,short_outbound_calls
toshort_outbound
andlong_outbound_calls
tolong_outbound
for voice channel in theReportsAPI:-
GET /v2/contact_center/analytics/historical/queues/{queueId}/agents/metrics
-
-
Renamed response fields
total_inbound_calls
tototal_inbound
,total_completed_calls
tototal_completed
,short_abandoned_calls
toshort_abandoned
,long_abandoned_calls
tolong_abandoned
,hold_abandoned_calls
tohold_abandoned
,total_missed_calls
tototal_missed
,average_call_talking_duration
toinbound_average_talking_duration
,longest_call_talking_duration
toinbound_longest_talking_duration
,shortest_call_talking_duration
toinbound_shortest_talking_duration
,average_call_wrap_up_duration
toinbound_average_wrap_up_duration
,longest_call_wrap_up_duration
toinbound_longest_wrap_up_duration
,shortest_call_wrap_up_duration
toinbound_shortest_wrap_up_duration
,average_call_waiting_duration
toinbound_average_waiting_duration
,longest_call_waiting_duration
toinbound_longest_waiting_duration
,shortest_call_waiting_duration
toinbound_shortest_waiting_duration
,total_outbound_calls
tototal_outbound
,hangup_outbound_calls
tohangup_outbound
,short_outbound_calls
toshort_outbound and long_outbound_calls
tolong_outbound
for voice channel in theReportsAPI:-
GET /v2/contact_center/analytics/historical/queues/metrics
-
-
Added
in_app_chat
option tochannel_types
request/response field in theQueuesAPIs:-
POST /v2/contact_center/queues
-
GET /v2/contact_center/queues
-
-
Added
wrap_up_expiration
,overflow_to_goodbye_message
,overflow_to_queue_id
,overflow_to_flow_id
,overflow_to_inbox_id
,auto_close_message
,auto_close_message_enabled
,auto_close_timeout
,auto_close_alert_message auto_close_alert_message_enabled
,auto_close_alert_message_time, auto_closed_settings, auto_closed_time
, andrecording_storage_location
response fields in theQueuesAPI:-
PATCH /v2/contact_center/queues/{queueId}
-
GET /v2/contact_center/queues/{queueId}
-
-
Added country_iso_code response/request field in theUsersAPIs:
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GET /v2/contact_center/users/{userId}
-
GET /v2/contact_center/users
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POST /v2/contact_center/users
-
PATCH /v2/contact_center/users
-
Fixed
-
Fix Webhook event
contact_center.user_status_changed
does not get sent when an agent is offered an engagement but does not accept.