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Release notes for Insights Stats API version 3

Release notes list, by API version, all the changes that the API version introduces. Use the notes to check whether your integration is compatible with an API version, and what changes you might need to make before you migrate. This API adheres to Semantic Versioning.

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Release notes for Insights Stats API version 3

Release notes list, by API version, all the changes that the API version introduces. Use the notes to check whether your integration is compatible with an API version, and what changes you might need to make before you migrate. This API adheres to Semantic Versioning.

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3.60.17 3.60.17

3.60.17 (2023-04-28)

The release adds a new channel event type of Monitoring to the /interactions, /interactions/ongoing and /interactions/{guid} endpoints. 

The Monitoring channel event represents times when a monitoring party (role is Monitor) is currently monitoring the channel. 

The type property indicates whether the Monitor is listening in, coaching or has joined the call.

Schema changes

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3.55.3 3.55.3

3.55.3 (2022-09-30)

Added VoicemailRecording channel event type to schemas.

The release adds a new channel event type of VoicemailRecording to the /interactions, /interactions/ongoing, and /interactions/{guid} endpoints. 

The VoicemailRecording channel event represents times when a channel left a voicemail recording.

The type property indicates the type of applet that created the voicemail recording. This could be "VoiceMail" or "MessageTake".

Schema changes

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3.54.1 3.54.1

3.54.1 (2022-08-10)

A new reportingGroup property has been added to the /interactions, /interactions/ongoing, and /interactions/{guid} endpoints. 

This is a label used to differentiate interaction plans. Useful for reporting on similar types of interaction plans and their associated interactions

Schema changes

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3.53.18 3.53.18

3.53.18 (2022-08-03)

The include parameter for the /wfm/queue-activity endpoint has been removed. Any queue activity that exits the queue within the search window will be returned.

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3.53.17 3.53.17

3.53.17 (2022-07-19)

The release adds a new /wfm/queue-activity endpoint. This endpoint gets information about activity in queues within an account. This includes how long the interactions were in the queues, why they left those queues, and the total connected and wrap times for agents that handled the interactions after they left the queue.

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3.52.22 3.52.22

3.52.22 (2022-05-30)

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• null. Indicates a VCC channel (not an integration).
• VBC. Indicates VBC channel integration.

Schema changes

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The release also adds a new channel event type of AgentQueue on the interaction endpoints. AgentQueue events represent the time an agent was queuing during a warm transfer to queue. (AgentQueue only appears if enabled for your account.)

Schema changes

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This value indicates which party role entered that queue.

Schema changes

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This value indicates that a queue ended because an agent declined the interaction.

Schema changes

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"targets": {
    {
        "targetTimeToAnswer": 30000
    }
}

Schema changes

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The new property is a String value representing a UTC timestamp in ISO-8601 format, with three digits of sub-second precision.

Schema changes

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This release adds a categorizedAt property to the interaction, for the /interactions, /interactions/ongoing and /interactions/{guid} endpoints. The categorizedAt property contains the ISO 8601 timestamp indicating when the interaction was categorized, or null if the interaction hasn’t yet been categorized.

Schema changes

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"targets": [
    {
        "virtualQueue": "Virtual Queue Name 1",
        "targetTimeToAnswer": 30000
    },
    {
        "virtualQueue": "Virtual Queue Name 2",
        "targetTimeToAnswer": 60000
    }
]

Schema changes

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This release adds agent channel CallRating events, for the endpoints listed below. The classification property is a String which contains null (not set) or a number from 1 to 5.

Schema changes

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The Queue event property InteractionPlan will be deprecated in version v4 of the API.

Schema changes

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This release adds semiLive and nonLive fields to the endpoints listed below. This provides information about an agents workload whether the on Calls, Chats or Cases. The new fields are Numeric and have a range of 0 to 65535.

Schema changes

This release also adds a Disposition channel event for agent channels. Disposition events describe the outcomes of an interaction.

Schema changes

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This release adds a mediumManager field to the endpoints listed below. This provides information about the application that routed the interaction. The new field is a String value of maximum 50 characters.

Schema changes

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The new field is a String value representing a UTC timestamp in ISO-8601 format, with three digits of sub-second precision.

Schema changes

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Each field of the interactionPlanMapping object may be null. For example, outbound interactions do not go through an interaction plan, so there is no mapping.

Schema changes

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The new field has three possible values: true, false and null.

Schema changes

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