Zoom Contact Center- February 24, 2023

Added

• New Users APIs:

  • POST /v2/contact_center/users/batch

  • DELETE /v2/contact_center/users

• New Voice Calls API:

  • GET /v2/contact_center/voice_calls

• New Transfer webhook events:

  • contact_center.engagement_transfer_initiated

  • contact_center.engagement_transfer_queued

  • contact_center.engagement_transfer_reserved

  • contact_center.engagement_transfer_accepted

  • contact_center.engagement_transfer_rejected

  • contact_center.engagement_transfer_completed

  • contact_center.engagement_transfer_canceled

  • contact_center.engagement_transfer_timeout

Changed

• Added service_level_threshold_in_seconds, service_level_exclude_short_abandoned_calls, service_level_exclude_long_abandoned_calls, service_level_exclude_abandoned_quit_engagements, and service_level_target_in_percentage fields to Queue APIs:

  • GET /v2/contact_center/queues/{queueId}

  • PATCH /v2/contact_center/queues/{queueId}

• Support assign Agent role users to queue supervisors in Assign Queue Supervisors API:

  • POST /v2/contact_center/queues/{queueId}/supervisors

• Added transcript_url, playback_url response fields to Recording APIs:

  • GET /v2/contact_center/recordings

  • GET /v2/contact_center/users/{userId}/recordings

  • GET /v2/contact_center/engagements/{engagementId}/recordings

  • GET /v2/contact_center/queues/{queueId}/recordings

• Add support for timezone using the ISO 8601 standard and added from and to response fields to List Recordings APIs:

  • GET /v2/contact_center/recordings

  • GET /v2/contact_center/users/{userId}/recordings

  • GET /v2/contact_center/engagements/{engagementId}/recordings

  • GET /v2/contact_center/queues/{queueId}/recordings

• Added playback_url response field to Inboxes APIs:

  • GET /contact_center/inboxes/{inboxId}/messages

  • GET /contact_center/inboxes/messages

• Added interval filtering for channel video, chat and sms to List Historical Queue Reports API:

  • GET /v2/contact_center/analytics/historical/queues/metrics