Release notes v3 (Insights Stats API)

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.

3.66.0 (2024-04-29)

This release adds a new outcome property to the interaction, for the /interactions, /interactions/ongoing, and /interactions/{guid} endpoints. The outcome property contains a high-level description of the outcome for the interaction. If the interaction is still ongoing, the outcome is null. Interactions that were completed before this property was added will also have outcome set to null.

Schema changes

3.62.0 (2023-10-03)

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

The VirtualAssistant channel event represents times when the party was engaged with a Virtual Assistant. Once the Virtual Assistant has completed, the result property value will be either Resolved, Escalated, or Abandoned.

Schema changes

3.60.17 (2023-04-28)

This 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

3.59.3 (2023-01-16)

This release adds a new reason — Monitor — to /agent-activities, /agent-activities/interactions, and /agent-status endpoints. If a monitoring party (role is Monitor) is monitoring, then we set the reason to Monitor for Ringing, Connected, and Wrap interaction activities.

3.55.3 (2022-09-30)

This 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

3.54.1 (2022-08-10)

This release adds a new reportingGroup property 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

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.

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.

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. 

This field represent the following integration types:

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

• VBC. Indicates VBC channel integration.

Schema changes

3.51.0 (2021-10-15)

This release adds new WFM Agent State and WFM Queue Metric resources and API endpoints for use by Workforce Management (WFM) integrations.

WFM Agent States represent the activities undertaken by an agent for a specified period of time in a format that is optimized for WFM integrations. WFM Agent States combine presence and workload information into a single sequence of state changes for each agent. This is similar to the simplified status displayed in the ContactPad. WFM Agent States can be retrieved using the /wfm/agent-states endpoint.

WFM Queue Metrics represent an interaction that has left a queue and include agent handle time metrics for use in WFM integrations. WFM Queue Metrics can be retrieved using the /wfm/queue-metrics endpoint.

For more information about WFM Agent States and WFM Queue Metrics, see Workforce Management (WFM).

3.50.3 (2021-08-25)

This release adds new values—Unparked and Resumed—to the reason property for Connected items returned on the /agent-activities, /agent-activities/interactions and /agent-status endpoints.

These values represent the following activity by the agent:

• Resumed The agent was reconnected to the interaction when it was resumed from being interrupted.

• Unparked The agent was reconnected to the interaction after it was unparked.

This release also adds new values—AgentRecall and AgentTransfer—to the reason property, and Cancelled to the category property, for items returned on the /queue-times endpoint. The new reason values are also added to Queue channel event types on the result property on the interaction endpoints.

These values represent the following outcomes:

• AgentRecall Queuing agent canceled the queue event and recalled the customer.

• AgentTransfer Queuing agent transferred the party on hold into the queue and left the interaction

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

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.

This value indicates which party role entered that queue.

Schema changes

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.

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

Schema changes

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:

Schema changes

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.

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

Schema changes

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.

Schema changes