Zoom Contact Center - October 24, 2022

Added

• NewReportsAPIs:

  • GET /v2/contact_center/analytics/agents/time_sheets

Enhanced

• Replaced request fieldchannel_typewithchannel_typesin theseReportsAPIs:

  • GET /v2/contact_center/analytics/historical/queues/metrics

  • GET /v2/contact_center/analytics/historical/details/metrics

  • GET /v2/contact_center/analytics/historical/queues/{queueId}/agents/metrics

• Added video, chat, and SMS options tochannel_typesfield in theseReportsAPIs:

  • GET /v2/contact_center/analytics/historical/queues/metrics

  • GET /v2/contact_center/analytics/historical/details/metrics

  • GET /v2/contact_center/analytics/historical/queues/{queueId}/agents/metrics

• Added interval request field in theseReportsAPIs:

  • GET /v2/contact_center/analytics/historical/queues/metrics

  • GET /v2/contact_center/analytics/historical/queues/{queueId}/agents/metrics

• Addedstart_time_intervalandend_time_intervalresponse fields in theseReportsAPIs:

  • GET /v2/contact_center/analytics/historical/queues/metrics

  • GET /v2/contact_center/analytics/historical/queues/{queueId}/agents/metrics

• Addeddate_interval,total_answered_users,total_answer_duration,total_hold_duration,total_wrap_up_duration,total_queue_wait_duration, andtotal_abandoned_durationresponse fields in theReportsAPIs:

  • GET /v2/contact_center/analytics/historical/queues/metrics

  • GET /v2/contact_center/analytics/historical/queues/{queueId}/agents/metrics

• Addedconsumer_id, consumer_nameandagent_first_message_speedresponse fields in theReportsAPI:

  • GET /v2/contact_center/analytics/historical/details/metrics

• Renamed response fieldstotal_inbound_callstototal_inbound,total_completed_callstototal_completed,total_declined_callstototal_declined,total_missed_callstototal_missed,average_voice_call_talking_durationtoinbound_average_talking_duration,longest_call_talking_durationtoinbound_longest_talking_duration,shortest_call_talking_durationtoinbound_shortest_talking_duration,average_call_wrap_up_durationtoinbound_average_wrap_up_duration,longest_call_wrap_up_durationtoinbound_longest_wrap_up_duration,shortest_call_wrap_up_durationtoinbound_shortest_wrap_up_duration,total_outbound_callstototal_outbound,hangup_outbound_callstohangup_outbound,short_outbound_callstoshort_outboundandlong_outbound_callstolong_outboundfor voice channel in theReportsAPI:

  • GET /v2/contact_center/analytics/historical/queues/{queueId}/agents/metrics

• Renamed response fieldstotal_inbound_callstototal_inbound,total_completed_callstototal_completed,short_abandoned_callstoshort_abandoned,long_abandoned_callstolong_abandoned,hold_abandoned_callstohold_abandoned,total_missed_callstototal_missed,average_call_talking_durationtoinbound_average_talking_duration,longest_call_talking_durationtoinbound_longest_talking_duration,shortest_call_talking_durationtoinbound_shortest_talking_duration,average_call_wrap_up_durationtoinbound_average_wrap_up_duration,longest_call_wrap_up_durationtoinbound_longest_wrap_up_duration,shortest_call_wrap_up_durationtoinbound_shortest_wrap_up_duration,average_call_waiting_durationtoinbound_average_waiting_duration,longest_call_waiting_durationtoinbound_longest_waiting_duration,shortest_call_waiting_durationtoinbound_shortest_waiting_duration,total_outbound_callstototal_outbound,hangup_outbound_callstohangup_outbound,short_outbound_callstoshort_outbound and long_outbound_callstolong_outboundfor voice channel in theReportsAPI:

  • GET /v2/contact_center/analytics/historical/queues/metrics

• Addedin_app_chatoption tochannel_typesrequest/response field in theQueuesAPIs:

  • POST /v2/contact_center/queues

  • GET /v2/contact_center/queues

• Addedwrap_up_expiration,overflow_to_goodbye_message,overflow_to_queue_id,overflow_to_flow_id,overflow_to_inbox_id,auto_close_message,auto_close_message_enabled,auto_close_timeout,auto_close_alert_message auto_close_alert_message_enabled,auto_close_alert_message_time, auto_closed_settings, auto_closed_time, andrecording_storage_locationresponse fields in theQueuesAPI:

  • PATCH /v2/contact_center/queues/{queueId}

  • GET /v2/contact_center/queues/{queueId}

• Added country_iso_code response/request field in theUsersAPIs:

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

  • GET /v2/contact_center/users

  • POST /v2/contact_center/users

  • PATCH /v2/contact_center/users

Fixed

• Fix Webhook eventcontact_center.user_status_changeddoes not get sent when an agent is offered an engagement but does not accept.