Developer Portal adds APIs for Historical ACD Data Management

‍This release adds REST APIs that let authorized Cloud Workforce customers and partners search, retrieve, insert, and update supported historical ACD data. These APIs provide a more direct, repeatable, and auditable way to keep workforce data accurate for forecasting and scheduling, and are available in the US, UK, Europe, and Canada.

‍Changelog

• NEW: Historical ACD Data Management
  • Turns supported historical ACD data into trusted, up-to-date inputs for more accurate workforce planning.
  • New REST APIs give authorized Cloud Workforce customers and partners a secure, programmable way to search, retrieve, insert, and update supported historical ACD records.
  • Replaces slow, error-prone file exports, transformations, uploads, and imports with more direct, repeatable, and auditable integration workflows.
  • Helps improve data accuracy and confidence in the information used for downstream forecasting and scheduling.
  • New endpoints include Search Contact Data Groups, Search Agent Data Groups, Create ACD Raw Stats for Agent Contacts, and Create AP Raw Stats for Agent Productivity.
  • Available in the US, UK, Europe, and Canada.
• FIXED: Minor bug fixes.