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Contact Center

Four new endpoints and five new events; new fields in dozens of API endpoints and new fields in five Teams events

API release

Summary:Three new Reports endpoints, one new Campaigns endpoint, and five new Queues webhook events; new fields in dozens of API endpoints and new fields in five Teams events.

Added

  • New Reports V2 (CX Analytics) APIs:
    • GET /v2/contact_center/analytics/log/historical/agent_work_session
    • GET /v2/contact_center/analytics/log/historical/agent_opt
    • GET /v2/contact_center/analytics/log/historical/agent_compliance
  • New Campaigns API:
    • PATCH /v2/contact_center/outbound_campaign/campaigns/{campaignId}/contact_lists
  • New Queues webhook event:
    • contact_center.queue_disposition_unassigned
    • contact_center.queue_disposition_assigned
    • contact_center.queue_disposition_updated
    • contact_center.queue_disposition_set_assigned
    • contact_center.queue_disposition_set_unassigned

Changed

  • New inbound_inactive_conversation_duration, callback_retry_registered_count, inbound_active_conversation_duration, callback_outcome, inbound_handled_excluding_callbacks_count, callback_connected_count, callback_disconnected_duration, callback_outcome, callback_retry_triggered_count, outbound_active_conversation_duration, out_sla_count, outbound_inactive_conversation_duration, and in_sla_count response fields in this Reports V2 (CX Analytics) API:
    • GET /v2/contact_center/analytics/dataset/historical/queue_performance
  • New agent_involved, auto_close_disconnect_count, zva_interaction_turn_count, zva_tools_used_count,parked_count, zva_skills_used_count,parked_duration, zva_consumer_messages_sent_count, zva_agent_messages_sent_count, zva_non_interactive_drop_off_count, zva_conversation_duration, zva_interactive_engagement_count, and zva_articles_used_count response fields in this Reports V2 (CX Analytics) API:
    • GET /v2/contact_center/analytics/dataset/historical/engagement
  • New customer_ring_disconnect_count and agent_message_received_count response fields in this Reports V2 (CX Analytics) API:
    • GET /v2/contact_center/analytics/dataset/historical/agent_performance
  • New division_name, division_id, and page_size response fields in this Users API:
    • GET /v2/contact_center/users
  • New accept_menu response fields in these Queue Waiting Experiences APIs:
    • PUT /v2/contact_center/queue_waiting_experiences/{queueId}/interrupt_menu
    • PUT /v2/contact_center/queue_waiting_experiences/{queueId}/interrupt_menu
    • PUT /v2/contact_center/queue_waiting_experiences/{queueId}/interrupt_menu
  • New division_name and division_id response fields in these Address Books APIs:
    • GET /v2/contact_center/address_books/units
    • GET /v2/contact_center/address_books/custom_fields
    • GET /v2/contact_center/address_books
    • GET /v2/contact_center/address_books/contacts/{contactId}/custom_fields
  • New division_name and division_id response fields in these Operating Hours APIs:
    • GET /v2/contact_center/closures/{closureSetId}/queues
    • GET /v2/contact_center/closures/{closureSetId}/flows
    • POST /v2/contact_center/closures
  • New disposition_time,disposition_count and current_disposition_id response fields in this Reports V2 (CX Analytics) API:
    • GET /v2/contact_center/analytics/dataset/historical/disposition
  • New active_conversation_duration and inactive_conversation_duration response fields in these Reports V2 (CX Analytics) APIs:
    • GET /v2/contact_center/analytics/dataset/historical/engagement
    • GET /v2/contact_center/analytics/dataset/historical/queue_performance
    • GET /v2/contact_center/analytics/dataset/historical/agent_performance
  • New next_page_token request field in this Address Books API:
    • GET /v2/contact_center/address_books/custom_fields
  • New X-Zoom-Division-Id request field in these Campaigns APIs:
    • POST /v2/contact_center/outbound_campaign/contact_list_custom_fields
    • GET /v2/contact_center/outbound_campaign/contact_list_custom_fields/{customFieldId}
    • PATCH /v2/contact_center/outbound_campaign/contact_lists/{contactListId}
    • PATCH /v2/contact_center/outbound_campaign/contact_lists
    • GET /v2/contact_center/outbound_campaign/contact_lists/{contactListId}
    • DELETE /v2/contact_center/outbound_campaign/contact_lists/{contactListId}
    • POST /v2/contact_center/outbound_campaign/contact_lists
  • New next_page_token request field in these Reports V2 (CX Analytics) APIs:
    • GET /v2/contact_center/analytics/dataset/historical/engagement
    • GET /v2/contact_center/analytics/dataset/historical/queue_performance
    • GET /v2/contact_center/analytics/dataset/historical/disposition
    • GET /v2/contact_center/analytics/dataset/historical/flow_performance
    • GET /v2/contact_center/analytics/dataset/historical/outbound_dialer_performance
    • GET /v2/contact_center/analytics/dataset/historical/agent_timecard
    • GET /v2/contact_center/analytics/dataset/historical/agent_performance
  • New direction and dnis response fields in this Reports V2 (CX Analytics) API:
    • GET /v2/contact_center/analytics/dataset/historical/flow_performance
  • New division_name and division_id response fields in these Campaigns APIs:
    • POST /v2/contact_center/outbound_campaign/contact_list_custom_fields
    • GET /v2/contact_center/outbound_campaign/contact_list_custom_fields/{customFieldId}
    • GET /v2/contact_center/outbound_campaign/contact_list_custom_fields
    • GET /v2/contact_center/outbound_campaign/contact_lists/{contactListId}
    • GET /v2/contact_center/outbound_campaign/contact_lists
    • GET /v2/contact_center/outbound_campaign/contacts/{contactId}/custom_fields
    • POST /v2/contact_center/outbound_campaign/contact_lists
  • New X-Zoom-Division-Id request field in these Address Books APIs:
    • GET /v2/contact_center/address_books/{addressBookId}
    • GET /v2/contact_center/address_books/units/{unitId}
    • POST /v2/contact_center/address_books/{addressBookId}/contacts/batch
    • POST /v2/contact_center/address_books/{addressBookId}/contacts
    • GET /v2/contact_center/address_books/custom_fields/{customFieldId}
  • New X-Zoom-Division-Id request field in this Operating Hours API:
    • POST /v2/contact_center/closures
  • New division_id, page_size, X-Zoom-Division-Id, division_name, and next_page_token response fields in these nboxes API:
    • GET /v2/contact_center/inboxes/{inboxId}/queues
  • New page_size request field in the following Reports V2 (CX Analytics) APIs:
    • GET /v2/contact_center/analytics/dataset/historical/queue_performance
    • GET /v2/contact_center/analytics/dataset/historical/disposition
    • GET /v2/contact_center/analytics/dataset/historical/flow_performance
    • GET /v2/contact_center/analytics/dataset/historical/agent_performance
  • New page_size request field in these Address Books APIs:
    • GET /v2/contact_center/address_books/units
    • GET /v2/contact_center/address_books
    • GET /v2/contact_center/address_books/contacts/{contactId}/custom_fields
  • New page_size request field in these Operating Hours APIs:
    • GET /v2/contact_center/closures/{closureSetId}/queues
    • GET /v2/contact_center/closures/{closureSetId}/flows
  • New is_accept_menu response fields in this Queue Waiting Experiences API:
    • PUT /v2/contact_center/queue_waiting_experiences/{queueId}/interrupt_menu
  • New page_size request field in these Campaigns APIs:
    • GET /v2/contact_center/outbound_campaign/contact_list_custom_fields
    • GET /v2/contact_center/outbound_campaign/contact_lists
    • GET /v2/contact_center/outbound_campaign/contacts/{contactId}/custom_fields
  • New engagement_count response field in the following Reports V2 (CX Analytics) APIs:
    • GET /v2/contact_center/analytics/dataset/historical/engagement
    • GET /v2/contact_center/analytics/dataset/historical/expert_assist
    • GET /v2/contact_center/analytics/dataset/historical/outbound_dialer_performance
  • New division_id and division_name fields in these Teams webhook events:
    • contact_center.team_created
    • contact_center.team_moved
    • contact_center.team_members_assigned
    • contact_center.team_members_unassigned
    • contact_center.team_deleted
    • contact_center.team_updated