New operating hours and regions endpoints and closure, engagement monitor and user webhook events

Published June 20, 2023

Added

New Operating Hours APIs.

• GET /v2/contact_center/closures/{closureSetId}/flows
• GET /v2/contact_center/closures
• GET /v2/contact_center/closures/{closureSetId}/queues
• GET /v2/contact_center/closures/{closureSetId}
• PATCH /v2/contact_center/closures/{closureSetId}
• POST /v2/contact_center/closures
• DELETE /v2/contact_center/closures/{closureSetId}

New Regions APIs.

• PATCH /v2/contact_center/regions/{regionId}
• GET /v2/contact_center/regions/{regionId}/users
• POST /v2/contact_center/regions/{regionId}/users
• GET /v2/contact_center/regions
• GET /v2/contact_center/regions/{regionId}
• DELETE /v2/contact_center/regions/{regionId}
• POST /v2/contact_center/regions

New webhook Webhook events.

• contact_center.closure_created
• contact_center.closure_deleted
• contact_center.closure_updated
• contact_center.engagement_monitor_started
• contact_center.engagement_monitor_ended
• contact_center.engagement_takeover_started
• contact_center.user_created
• contact_center.user_updated

Changed

New variables request field in these Address Books APIs.

• PATCH /v2/contact_center/address_books/{addressBookId}/contacts/{contactId}
• POST /v2/contact_center/address_books/{addressBookId}/contacts

New variables response field in these Address Books APIs.

• GET /v2/contact_center/address_books/{addressBookId}/contacts
• GET /v2/contact_center/address_books/{addressBookId}/contacts/{contactId}
• POST /v2/contact_center/address_books/{addressBookId}/contacts

New client_show_in_client_profile_section, use_in_external_url_parameters, client_show_in_inbound_call_notifications, and client_show_in_client_engagement_section request fields in these Variables APIs.

• PATCH /v2/contact_center/variables/{variableId}
• POST /v2/contact_center/variables

New client_show_in_inbound_call_notifications, client_show_in_client_engagement_section, use_in_external_url_parameters, and client_show_in_client_profile_section response fields in these Variables APIs.

• GET /v2/contact_center/variables/{variableId}
• POST /v2/contact_center/variables

New region_id request field in these Users APIs.

• PATCH /v2/contact_center/users/{userId}
• POST /v2/contact_center/users
• GET /v2/contact_center/users

New region_name,region_id response fields in these Users APIs.

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

New user_access request field in this Users API.

• GET /v2/contact_center/users

New auto_close_alert_message_enabled, auto_close_message, service_level_exclude_abandoned_quit_engagements, wrap_up_expiration, service_level_exclude_long_abandoned_calls, recording_storage_location, service_level_threshold_in_seconds, overflow_to_flow_id, overflow_to_inbox_id, auto_close_alert_message, service_level_target_in_percentage, auto_close_message_enabled, overflow_to_queue_id, auto_close_alert_message_time, auto_close_timeout, and service_level_exclude_short_abandoned_calls fields in these Queues webhook events.

• contact_center.queue_deleted
• contact_center.queue_created

New messaging channel_types value in these Queues APIs and webhook events.

• GET /v2/contact_center/queues
• POST /v2/contact_center/queues
• GET /v2/contact_center/queues/{queueId}
• PATCH /v2/contact_center/queues/{queueId}
• contact_center.queue_deleted
• contact_center.queue_created

New video channel_type value in these Recordings webhook events.

• contact_center.recording_started
• contact_center.recording_paused
• contact_center.recording_resumed
• contact_center.recording_stopped
• contact_center.recording_completed
• contact_center.recording_transcript_completed
• contact_center.recording_deleted
• contact_center.recording_permanently_deleted