Overview
As of the 28th of October 2024, new customers will not be able to access the 8x8 Contact Center Statistics Reporting APIs. Any customers joining 8x8 after this date will need to use the Analytics for CC APIs.
Applies To
- 8x8 Contact Center
- 8x8 Contact Center Statistics Reporting APIs
FAQs
Why are we making this change?
The 8x8 Contact Center Statistics Reporting APIs currently puts a large strain on the 8x8 Contact Center system. Due to this, we are trying to restrict new customers from using the APIs and have them adopt the updated APIs.
Will this affect my existing legacy APIs?
This change will not affect existing customers and they will still be able to use the 8x8 Contact Center Statistics Reporting APIs, as well as set up any new APIs using the legacy CC stats reporting. The change will only affect customers that have joined 8x8 after the 28th of October, 2024.
What APIs should I use instead?
We would encourage new customers to use our Analytics for CC APIs, instead of the 8x8 Contact Center Statistics Reporting APIs.
How will I know if I can use the legacy APIs?
If you joined 8x8 before the 28th of October, 2024, then you should have access to the 8x8 Contact Center Statistics Reporting APIs. However, if you try to use the 8x8 Contact Center Statistics Reporting APIs and you do not have access, you will be shown a specific error message advising to use the new Analytics for CC APIs.
Which specific endpoints will I not be able to access?
Here is a list of the 8x8 Contact Center Statistics Reporting APIs which will need to be sourced from CC Analytics APIs for new customers joining after the 28th of October;
CC Aggregated Stats-related endpoints - for which the data and metrics parity is more than 90%
- api/stats/agents/{agentId}/statistics.xml
- api/stats/queues/{queueId}/online_slas.xml
- api/stats/channels/{channelId}/online_slas.xml
- /api/stats/agents/{agentId}/statuses/statistics.xml
- api/stats/channels/{channelId}/statistics.xml
- api/stats/queues/{queueId}/statistics.xml
- api/stats/queues/{queueId}/offline_slas.xml
- api/stats/channels/{channelId}/offline_slas.xml
CC Detailed Stats-related endpoints - for which the data and metrics parity is more than 80%
- api/stats/campaigns/{campaignId}/interactions
- api/stats/agents/{agentId}/activities
CC Real-time stats-related endpoints - for which the data and metrics parity is more than 80%
- /rtstats/stats/queues
What error message will I see if I don’t have access?
If you try to use the legacy APIs but don’t have access, you will be presented with a status code 403. There will also be an error message that mentions "This endpoint is no longer available as it is in the end-of-sale stage. Please use the CC Analytics APIs (https://developer.8x8.com/analytics/docs/introduction). For more information, please contact the support team."
Are there any exceptions to the APIs that I can still use?
We do not currently plan to remove use of all APIs, as some do not yet have a replacement API within Analytics for CC. Only once a replacement API is available elsewhere, will we look to end adoption of the legacy 8x8 Contact Center Statistics Reporting API.
Campaign Analytics and Reporting are examples of APIs that will still have access from the legacy 8x8 Contact Center Statistics Reporting APIs as it is not currently possible to use Analytics for CC APIs to gather this information.