Recent Calls API Migration Guide to Analytics for CC Detailed Report API
Overview
With the upcoming unification of the Customer Experience (CEX) reports into Analytics for Contact Center (ACC) application, followed by the decommissioning of CEX as a standalone application, we are supporting our customers to start using the CC Historical Analytics Detailed Report API instead of the existing Recent Calls API which will also be decommissioned.
Deprecation Schedule: The current Recent Call API will be deprecated in the beginning of the year 2024. After that, it will no longer be supported, and we highly recommend transitioning to the new API at your earliest convenience.
Recent Calls API (old, will be EOL ):
CC Historical Analytics Detailed Report (new, should migrate to) :
The CC Historical Analytics Detailed Report API matches the current capabilities from Recent Calls API. Considering the two APIs have been differently implemented, there are some differences in the metrics and filtering notation between the two hence we are compiling this migration guide which will allow customers to easily transition and start using the CC Historical Analytics Detailed Report API.
Applies To
- 8x8 Contact Center
- Customer Experience (CEX)
- Analytics for Contact Center (ACC)
- Recent Calls API
Recent Calls API vs CC Historical APIs Metrics Mapping
|
Current Recent Call API Metric |
Mapped CC Historical Analytics Detailed Report API Metric |
|---|---|
|
dialedNumber |
channelName or channelID |
|
callerName (inbound) |
customerName |
|
destinationNumber |
destination |
|
callType |
direction |
|
callId |
interactionId |
|
timeInIVR |
ivrTreatmentDuration |
|
callerPhoneNumber and callerNumber |
customerPhone |
|
agentCallHandlingDuration |
participantHandlingDuration |
|
holdDuration |
participantHoldDuration |
|
agentId |
participantId |
|
maximumHoldDuration |
participantLongestHoldDuration |
|
muteDuration |
participantMuteDuration |
|
callerName (outbound) |
customerName |
|
queueId |
queueId |
|
waitTime |
queueWaitDuration |
|
hungupBy |
terminatedBy |
|
callDate(full timestamp) callDateOnly(only the date) callTime(only the time) |
time (timestamp with date and time) |
|
abandonTime |
timeToAbandon |
|
transactionId |
transactionId |
|
transferCount |
The new CCA API, the transfers are being separated allowing customers to see the specific transfer type; if needed, customer can sum these value to obtain the desired outcome blindTransferToAgent blindTransferToQueue warmTransfersCompleted |
|
callDuration |
interactionDuration |
|
scheduleHours |
scheduleHours |
|
agentGroup |
Not available yet |
Recent Calls API metrics that will not be migrated to CC Historical APIs
| Current Recent Call API Metric | |
|---|---|
| totalScore | Internal metric |
| postCallSurvey | Post call survey metrics will not be migrated to the CC Detailed Report API |
| voiceComment | Post call survey metrics will not be migrated to the CC Detailed Report API |
| voiceCommentFileNames | Post call survey metrics will not be migrated to the CC Detailed Report API |
| alertBellCount | Internal metric |
| callSubType | This is a combination of interactionLabels, interactionType and mediaType. |
Recent Calls API vs CC Historical APIs Filters Mapping
|
Current Recent Call API Filter |
Mapped CC Historical Analytics Detailed Report API Filter |
|---|---|
|
tenantId |
X-Tenant-Info, for Multi CC tenants only |
|
timeRange(start: timestamp end: timestamp) |
dateRange(start: YYYY-MM-DDTHH:MM:SS.SSSZ end:YYYY-MM-DDTHH:MM:SS.SSSZ) |
| duration(can be used instead of timeRange) | dateRange(start: YYYY-MM-DDTHH:MM:SS.SSSZ end:YYYY-MM-DDTHH:MM:SS.SSSZ) |
|
timezone(America/New_York) |
timezone |
|
callerName |
customerName |
|
tenantAgents |
participantId |
|
tenantQueues |
queueId |
|
agentHoldCount |
participantHold |
|
agentMuteCount |
participantMute |
|
transferCount |
The new CCA API, the transfers are being separated allowing customers to see the specific transfer type; if needed, customer can sum these value to obtain the desired outcome blindTransferToAgent blindTransferToQueue warmTransfersCompleted |
|
callDuration |
interactionDuration |
|
timeInQueue |
queueWaitDuration |
|
timeInIVR |
ivrTreatmentDuration |
|
agentCallDuration |
participantBusyDuration which is computed from 3 separate metrics we offer : participantOfferDuration + participantHandlingDuration + participantWrapUpDuration |
|
agentHoldDuration |
participantHoldDuration |
| page | lastDocumentId, for more information see https://developer.8x8.com/analytics/...ng-report-data |
| rows | size |
New CC Historical Analytics Detailed Report API benefits
The new API offers a wider range of enhanced capabilities compared to the legacy Recent Calls API.
- An enhanced list of metrics & filters, referenced here
- Improved security up to date with 8x8 guidelines
- Better sorting and filtering capabilities