Changelog: Contact Center - New API endpoints, new webhook events, and new fields in a dozen existing API endpoints

Changelog contact-center
1

Released: 2026-01-19 Updated: 2026-01-15T16:05:19

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Summary: Three new API endpoints; new Reports, Messaging, Engagements, and Users webhook events; and new fields in Queues, Reports, Teams, Engagements, and Logs API endpoints.

Added

  • New Reports V2(CX Analytics) API:
    • GET /v2/contact_center/analytics/dataset/historical/disposition
  • New Messaging API:
    • POST /v2/contact_center/messages
  • New Queues API:
    • PATCH /v2/contact_center/queues/{queueId}/interrupt
  • New Reports V2(CX Analytics) Webhook event:
    • contact_center.cx_engagement_end_data_ready
  • New Messaging Webhook event:
    • contact_center.message_status
  • New Users Webhook event:
    • contact_center.user_phone_numbers_unassigned
    • contact_center.user_skills_unassigned
    • contact_center.user_phone_numbers_assigned
    • contact_center.user_skills_assigned
  • New Engagements Webhook event:
    • contact_center.legacy_engagement_end_data_ready

Changed

  • New work_item_hyperlink, variables, work_item_type_id, and variables response fields in this Engagements API:
    • POST /v2/contact_center/engagement
  • New assign_type, cc_queue_id, and queue_name response fields in these Queues APIs:
    • POST /v2/contact_center/queues/{queueId}/dispositions/sets
    • POST /v2/contact_center/queues/{queueId}/dispositions
    • GET /v2/contact_center/queues/{queueId}/dispositions
    • GET /v2/contact_center/queues/{queueId}/dispositions/sets
  • New queue, flow, and rate response fields in these Logs APIs:
    • GET /v2/contact_center/voice_calls
    • GET /v2/accounts/{accountId}/contact_center/voice_calls
  • New page_size request field in these Queues APIs:
    • GET /v2/contact_center/queues/{queueId}/dispositions
    • GET /v2/contact_center/queues/{queueId}/dispositions/sets
  • New segment_type, team_name, reason_details, conference_participant, page_size, team_id, and exemption response fields in these Recordings APIs:
    • GET /v2/contact_center/users/{userId}/recordings
    • GET /v2/contact_center/recordings
    • GET /v2/contact_center/queues/{queueId}/recordings
    • GET /v2/contact_center/engagements/{engagementId}/recordings
  • New level response field in this Teams API:
    • GET /v2/contact_center/teams/{teamId}/children
  • New transfer_count response field in this Engagements API:
    • GET /v2/contact_center/engagements/{engagementId}
  • New page_size request field in this Variables API:
    • GET /v2/contact_center/variable_logs
  • New calls_skipped_count response field in this Reports V2(CX Analytics) API:
    • GET /v2/contact_center/analytics/dataset/historical/outbound_dialer_performance
  • New assign_type request field in these Queues APIs:
    • DELETE /v2/contact_center/queues/{queueId}/dispositions/sets/{dispositionSetId}
    • POST /v2/contact_center/queues/{queueId}/dispositions/sets
    • POST /v2/contact_center/queues/{queueId}/dispositions
    • DELETE /v2/contact_center/queues/{queueId}/dispositions/{dispositionId}