New

API

  • Queues - Update a queue agent

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

  • Recordings

    • GET /v2/contact_center/recordings

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

    • DELETE /v2/contact_center/recordings/{recordingId}

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

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

  • Reports

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

Webhook Events

  • Task

    • contact_center.task_created

    • contact_center.task_completed

    • contact_center.task_canceled

    • contact_center.task_deleted

    • contact_center.task_updated

    • contact_center.task_reservation_accepted

    • contact_center.task_reservation_canceled

    • contact_center.task_reservation_completed

    • contact_center.task_reservation_created

    • contact_center.task_reservation_rejected

    • contact_center.task_reservation_timeout

Enhancements

  • New opt_in_out_status response field in the List Queue Agents API

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