Recent Calls API Migration Guide to Analytics for Contact Center Detailed Report API

Updated: 05/29/2024

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 Contact Center 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.
The Contact Center 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 Contact Center 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 Contact Center Historical APIs Metrics Mapping

Current Recent Call API Metric
Mapped Contact Center Historical Analytics Detailed Report API Metric
dialedNumber
channelName or channelID
callerName (inbound)
customerName
destinationNumber
destination
callType
direction
callId
interactionId
timeInIVR
ivrTreatmentDuration
callerPhoneNumber
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 vs Contact Center Historical APIs Filters Mapping

Current Recent Call API Filter
Mapped Contact Center Historical Analytics Detailed Report API Filter
tenantId
X-Tenant-Info, for Multi Contact Center tenants only
timeRange(start: timestamp end: timestamp)
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

New Contact Center Historical Analytics Detailed Report API Benefits

The new API offers a wider range of enhanced capabilities compared to the legacy Recent Calls API.
  1. An enhanced list of metrics & filters, referenced in the Developer documentation.
  2. Improved security up to date with 8x8 guidelines.
  3. Better sorting and filtering capabilities.