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.
...
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
Endpoint | Change | JSONPath |
---|---|---|
/interactions | New Event Type | $.items..events.type |
/interactions/ongoing | New Event Type | $.items..events.type |
/interactions/{guid} | New Event Type | $..events.type |
...
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
Endpoint | Change | JSONPath |
---|---|---|
/interactions | New Event Type | $.items..events.type |
/interactions/ongoing | New Event Type | $.items..events.type |
/interactions/{guid} | New Event Type | $..events.type |
...
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
Endpoint | Change | JSONPath |
---|---|---|
/interactions | New Field | $.items.interactionPlanMapping.reportingGroup |
/interactions/ongoing | New Field | $.items.interactionPlanMapping.reportingGroup |
/interactions/{guid} | New Field | $.interactionPlanMapping.reportingGroup |
...
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.
This endpoint will eventually replace /wfm/queue-metrics
.
...
3.52.22 (2022-05-30
)
This release adds a channel IntegrationType property to the interaction channels, for the /interactions
, /interactions/ongoing
and /interactions/{guid}
endpoints.
...
Endpoint | Type | JSONPath |
---|---|---|
/queue-times | New Value | $.items..reason |
/queue-times | New Value | $.items..category |
/interactions | New Value | $.items..events[?(@.type == 'Queue')].properties.result |
/interactions/ongoing | New Value | $.items..events[?(@.type == 'Queue')].properties.result |
/interactions/{guid} | New Value | $..events[?(@.type == 'Queue')].properties.result |
/interactions | New Event Type | $.items..events.type |
/interactions/ongoing | New Event Type | $.items..events.type |
/interactions/{guid} | New Event Type | $..events.type |
...
3.50.2 (2021-06-09)
This release adds a new object property party
with a value of role
, for items returned on the /queue-times
endpoint.
...
Endpoint | Type | JSONPath |
---|---|---|
/queue-times | New Field | $.items..party.role |
...
3.49.1 (2021-06-04)
This release adds a new value, AgentDeclineBreakout
, to the reason
property for items returned on the /queue-times
endpoint. The new value is also added to Queue
channel event types on the result
property on the interaction endpoints.
...
Endpoint | Type | JSONPath |
---|---|---|
/queue-times | New Value | $.items..reason |
/interactions | New Value | $.items..events[?(@.type == 'Queue')].properties.result |
/interactions/ongoing | New Value | $.items..events[?(@.type == 'Queue')].properties.result |
/interactions/{guid} | New Value | $..events[?(@.type == 'Queue')].properties.result |
...
3.46.0 (2021-03-04)
This release adds a targets
property to the items returned for the /queue-times
endpoint. The targets
property applies only to queues with type
of ‘Virtual’. It contains the target time to answer (TTA)—in milliseconds—associated with the queue. The property can be used in combination with the duration
field and category
field to determine whether the interaction was answered within the TTA. The new property takes the following form:
...
Endpoint | Type | JSONPath |
---|---|---|
/queue-times | New Field | $.items..targets |
/queue-times | New Field | $.items..[?(@.type == 'Virtual')].targets.targetTimeToAnswer |
...
3.44.0 (2021-02-19)
This release introduces a new latestUpdate
parameter in responses to requests made to the /queue-times
endpoint. latestUpdate
represents the timestamp of the most recent update to the underlying data which drives the Insights Stats API. Use latestUpdate
to detect when the data being returned by the Insights Stats API is temporarily stale.
...
Endpoint | Change | JSONPath |
---|---|---|
/queue-times | New Field | $.latestUpdate |
...
3.38.17 (2021-01-15)
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.
...
Endpoint | Type | JSONPath |
---|---|---|
/interactions | New Event Property | $.items..events[?(@.type == 'Queue')].properties |
/interactions/ongoing | New Event Property | $.items..events[?(@.type == 'Queue')].properties |
/interactions/{guid} | New Event Property | $..events[?(@.type == 'Queue')].properties |
...
3.38.12 (2020-12-03)
This release adds a request time window limit of 31 days. These limits are applied to /agent-activities
and /interactions
endpoints.
...
3.35.26 (2020-09-25)
This release adds Call Connect Router channels, for the /interactions
, /interactions/ongoing
and /interactions/{guid}
endpoints. CCR channels can be identified by a channel with a party.id
of “CCRConnect”. Note that, unlike other channels, CCR channels will only appear over the API when they have completed and will not be available while in progress.
...
3.34.9 (2020-05-18)
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.
...
Endpoint | Type | JSONPath |
---|---|---|
/interactions | New Event Type | $.items..events.type |
/interactions/ongoing | New Event Type | $.items..events.type |
/interactions/{guid} | New Event Type | $..events.type |
...
3.33.0 (2020-04-02)
This release adds an interactionPlanName
property to Queue channel events, for the endpoints listed below. interactionPlanName
contains the name of the interaction plan at the time the interaction entered the queue. The new property is a String
value of maximum 100 characters.
...
Endpoint | Type | JSONPath |
---|---|---|
/interactions | New Event Property | $.items..events[?(@.type == 'Queue')].properties |
/interactions/ongoing | New Event Property | $.items..events[?(@.type == 'Queue')].properties |
/interactions/{guid} | New Event Property | $..events[?(@.type == 'Queue')].properties |
...
3.31.0 (2020-02-05)
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.
...
Endpoint | Type | JSONPath |
---|---|---|
/interactions | New Event Type | $.items..events.type |
/interactions/ongoing | New Event Type | $.items..events.type |
/interactions/{guid} | New Event Type | $..events.type |
...
3.30.4 (2020-01-24)
This release adds a cache-control
HTTP header to all API responses, with a max-age
of 5 seconds. This enables clients to benefit from response caching when multiple identical requests to these endpoints are made within a five second window.
...
3.30.0 (2020-01-17)
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.
...
Endpoint | Change | JSONPath |
---|---|---|
/interactions | New Field | $.items..mediumManager |
/interactions/ongoing | New Field | $.items..mediumManager |
/interactions/{guid} | New Field | $.mediumManager |
/agent-status | New Field | $.items..interaction.mediumManager |
/agent-activities | New Field | $.items[?(@.type == 'Interaction')].interaction.mediumManager |
/agent-activities/interactions | New Field | $.items..interaction.mediumManager |
/queue-times | New Field | $.items..mediumManager |
...
3.28.0 (2019-10-31)
While data loss is extremely rare, data processing can occasionally be delayed by several seconds or minutes due to planned or unplanned operational issues in the platform. This release introduces a new latestUpdate
field to the responses of the /interactions
and /interactions/ongoing
endpoints, which represents the timestamp of the most recent update to the underlying data which drives the Insights Stats API. As such it can be used to detect those occasions when the data being returned by the Insights Stats API is temporarily stale.
...
Endpoint | Change | JSONPath |
---|---|---|
/interactions | New Field | $.latestUpdate |
/interactions/ongoing | New Field | $.latestUpdate |
...
3.26.0 (2019-07-17)
This release introduces a new interactionPlanMapping
field to the /interactions
, /interactions/ongoing
and /interactions/{guid}
endpoints. This field supplements the connectTo
field and contains additional information about the initial interaction plan that the interaction entered. The new field takes the following form:
...
Endpoint | Type | JSONPath |
---|---|---|
/interactions | New Field | $.items..interactionPlanMapping |
/interactions/ongoing | New Field | $.items..interactionPlanMapping |
/interactions/{guid} | New Field | $.interactionPlanMapping |
...
3.18.0 (2019-02-08
)
This release introduces a new eligibleForRouting
field to the /agent-status
, /agent-activities
and /agent-activities/presence
endpoints. The value of eligibleForRouting
indicates which agents are available to receive interactions from the queue. Agents who have a presence of Ready
have an eligibleForRouting
value of true
, while those with a presence of Ready For Outbound
have a value of false
.
...