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.
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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 |
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3.59.3 (2023-01-16)
Added 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.
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3.55.3 (2022-09-30)
Added VoicemailRecording channel event type to schemas.
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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 |
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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 |
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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 replace /wfm/queue-metrics.
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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.
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| 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 |
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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.
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| Endpoint | Type | JSONPath |
|---|---|---|
/queue-times | New Field | $.items..party.role |
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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.
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| 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 |
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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:
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| Endpoint | Type | JSONPath |
|---|---|---|
/queue-times | New Field | $.items..targets |
/queue-times | New Field | $.items..[?(@.type == 'Virtual')].targets.targetTimeToAnswer |
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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.
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| Endpoint | Change | JSONPath |
|---|---|---|
/queue-times | New Field | $.latestUpdate |
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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.
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| 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 |
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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.
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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.
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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.
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| 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 |
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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.
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| 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 |
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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.
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| 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 |
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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.
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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.
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| 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 |
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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.
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| Endpoint | Change | JSONPath |
|---|---|---|
/interactions | New Field | $.latestUpdate |
/interactions/ongoing | New Field | $.latestUpdate |
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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:
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| Endpoint | Type | JSONPath |
|---|---|---|
/interactions | New Field | $.items..interactionPlanMapping |
/interactions/ongoing | New Field | $.items..interactionPlanMapping |
/interactions/{guid} | New Field | $.interactionPlanMapping |
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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.
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