Added - APIs

  • New Notes APIs:

    • GET /v2/contact_center/engagements/notes

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

    • GET /v2/contact_center/engagements/{engagementId}/notes/{noteId}

    • PATCH /v2/contact_center/engagements/{engagementId}/notes/{noteId}

  • New Recording APIs:

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

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

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

  • New Reports APIs:

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

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

    • GET /v2/contact_center/analytics/historical/queues/{queueId}/agents/metrics

  • New Skills APIs:

    • POST /v2/contact_center/skills

    • GET /v2/contact_center/skills

    • DELETE /v2/contact_center/skills/{skillId}

    • PATCH /v2/contact_center/skills/{skillId}

    • GET /v2/contact_center/skills/{skillId}

    • POST /v2/contact_center/skills/categories

    • GET /v2/contact_center/skills/categories

    • DELETE /v2/contact_center/skills/categories/{skillCategoryId}

    • PATCH /v2/contact_center/skills/categories/{skillCategoryId}

    • GET /v2/contact_center/skills/categories/{skillCategoryId}

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

    • POST /v2/contact_center/users/{userId}/skills

    • DELETE /v2/contact_center/users/{userId}/skills/{skillId}

  • New Users APIs:

    • GET /v2/contact_center/skills/{skillId}/users

    • GET /v2/contact_center/skills/{skillId}/users/{userId}

Added - Webhooks

  • New Engagement webhook events:

    • contact_center.engagement_user_answered

    • contact_center.engagement_user_ended

    • contact_center.engagement_user_hold

    • contact_center.engagement_user_unhold

    • contact_center.engagement_user_muted

    • contact_center.engagement_user_unmuted

    • contact_center.engagement_user_dtmf_sent

  • New Queue webhook events:

    • contact_center.queue_created

    • contact_center.queue_deleted

  • New Task webhook events:

    • contact_center.task_entered_queue

    • contact_center.task_exited_queue

  • New User webhook events:

    • contact_center.user_login

    • contact_center.user_logout

    • contact_center.user_opt_in

    • contact_center.user_opt_out

    • contact_center.user_status_changed

    • contact_center.user_created

Enhancements

  • New query parameter delete_all_recordings in Delete Engagement Recordings API:

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

Deprecations

  • Deprecate List Historical Voice Queue Reports API:

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