CX Release History

2024-03-08 

CX 4.5

Includes Multi-Channel Handling, Named Agent Transfer, Agent SLA, Customer Rooms, Auto-answer, Pause/Resume a Conversation, Saving Dashboard Filters, Summary Dashboards for Agents, and Cisco Team Sync

2025-04-30

CX4.9.1

Includes Consult Conference on External Numbers, and ETL for Campaigns Data

2026-02-19

CX4.10.6

Enhances agent productivity and bot compatibility while strengthening data integrity and reporting accuracy.
Also fixes issues causing orphaned agent task entries, missing task dispositions, and inaccurate “Oldest Queued Time” values in dashboards.

2025-08-13

CX4.10

This release delivers a wide range of enhancements across CX, data, UI, and platform performance. Key updates include LinkedIn integration, a redesigned Form Builder experience, and support for initiating WebRTC audio/video calls. CX and Eleveo now support multi-leg call recording, while Cisco Agent and Teams benefit from one-way sync.
Conversation Studio replaces the Conversation Controller, and dashboards see real-time performance improvements. Historical stats (SLA, AHT, AWT) are now calculated via ETL jobs, and Conversation Search APIs have migrated to GraphQL.

Security and session handling are strengthened with encryption at rest for CX messages, secure messaging via EventBroker, secure transcript URLs, and persistent sessions using refresh tokens. Agents can now be force-logged out, pause conversations, and view active session data.

UI enhancements include auto-expanding panels, RTL support, plus updates to Quality Management with real-time alerts, and upgraded reporting through gold query campaigns and new EF data pipelines.

2025-08-13

CX4.10

This release delivers a wide range of enhancements across CX, data, UI, and platform performance. Key updates include LinkedIn integration, a redesigned Form Builder experience, and support for initiating WebRTC audio/video calls. CX and Eleveo now support multi-leg call recording, while Cisco Agent and Teams benefit from one-way sync.
Conversation Studio replaces the Conversation Controller, and dashboards see real-time performance improvements. Historical stats (SLA, AHT, AWT) are now calculated via ETL jobs, and Conversation Search APIs have migrated to GraphQL.
Security and session handling are strengthened with encryption at rest for CX messages, secure messaging via EventBroker, secure transcript URLs, and persistent sessions using refresh tokens. Agents can now be force-logged out, pause conversations, and view active session data.

UI enhancements include auto-expanding panels, RTL support, plus updates to Quality Management with real-time alerts, and upgraded reporting through gold query campaigns and new EF data pipelines.

2025-03-19

CX4.8

• Quality Management

• Business Calendars

• Add Support for Media Controls on the Agent Desk for Recordings

• Eleveo Support in Recording Middleware

• Consult Transfer to external Numbers

2026-05-24

CX5.4.0

Consolidates all improvements and fixes delivered in CX 4.10.8, alongside new capabilities in campaign management.

2026-03-13

CX4.10.7

Delivers critical fixes for Redis connection stability, real-time reporting on Facebook and Instagram chats, task routing reliability, and Agent Desk behavior during voice calls.

CX4.10.5

Includes CX platform security with service-based database accounts, Vault-backed credential management, and masking of sensitive connector fields, while expanding Quality Management with screen recording and real-time agent alerts. Also delivers major customer widget and web channel enhancements, including multilingual and encoding fixes, searchable pre-chat dropdowns, and dynamic custom fields.
Alongside resolves critical fixes for 2FA login flows, SMS auto-close behavior, outbound call MRD handling, Facebook comment truncation, and email/image rendering issues in the MS Email Connector and Agent Desk.

2024-08-16

CX 4.5.1

• All stability fixes until the latest patch release of CX4.4.8

• View and Play Recording Links

• Canned Message on the Agent Desk

• Batch data processing in reporting connector

• Conversation disposition bug fixes

• Set ActiveMQ Maximum Connections Limit

• Enhancements

2025-07-08

CX4.9.4

Includes force logout agent from any state

CX4.10.1.2

Resolves MS Exchange inline image issues, corrects multilingual email encoding errors, and introduces configurable socket message payload sizing in Agent Manager.

2025-04-23

CX4.9

Includes more channels, such as Email, WhatsApp, LinkedIn, and YouTube, while enhancing Facebook and Instagram functionality with Button Message support. Optimizes performance through SLA improvements and automates MRD synchronization.

Enhances agent capabilities by enabling conference call updates and refining dashboard settings.

Improves existing reports by modifying External Transfer Reason Codes and adding detailed Outbound Campaign Reports. Additionally, reinforces security by implementing two-factor authentication via Microsoft Authenticator.

CX4.10.3.1

Includes improved conversation data retrieval speed and introduced better Instagram message type identification for more accurate routing and analytics. This release also resolves issues with conversation routing after the Routing Engine restarts, ensures reliable processing of team announcements, prevents agent desk refreshes and draft losses caused by large email images, and enhances system stability when handling invalid data.

2024-01-19 

CX 4.4

Includes Wrap-up state and timer, Manual outbound CX Voice, Scheduled Activities, enhancement in Grafana Dashboards by providing multi queue selection, enhancements in Historical Reports, Update Conversational Data, Get active conversation, Revamped Customer widget with configuration updates, Send outboud message to anonymous customer, Update Channel Session Data API, Keycloak error handling on AgentDesk/unified-admin, Viber Connctor, Telegram Connector, Customer Profile Information for anonymous users.

2025-01-24

CX4.7

• Security Enhancements

• Deployment Optimization

• Performance Improvements

• Agent Experience Improvements

• Supervisor Experience Improvements

• ETL Enhancements

2026-05-05

CX5.2.0

Modernises the CX messaging layer by upgrading the message broker from ActiveMQ Classic to Apache ActiveMQ Artemis for improved scalability, reliability, and cloud-native high availability.

Adds media server tenant isolation so each server processes only its assigned tenants.

Refreshes the Agent Desk call controls UI with the latest UX design and introduces configurable home pages per agent. Extends language support to Arabic (with full RTL layout) and Norwegian.

2025-08-18

CX4.10.1

Introduces secure APIs with role-based authorization and token enforcement, along with improved protection for customer widget data. QM authentication now routes through the Application Gateway for added security.

Agent Desk sees multiple upgrades, including basic table support, real-time spell check, and a streamlined email thread view. A visible TAT timer now displays on emails to support better prioritization. Email conversations can be added directly to QM. LinkedIn enhancements improve comment handling,

Critical bug fixes include support for partial updates in the CX-Customer API and improved formatting logic that ignores empty markers.

2025-07-31

CX4.9.5

Introduces enhanced LinkedIn integration through webhook subscriptions and reinforces API security for Unified Admin through integration of Application Gateway. Also addresses high-priority bug fixes, including:

• Resolved issues with email transcripts.

• Fixed errors in the Realtime Dashboard’s team dropdown behaviour.

• Disabled the 'Hide Comment' action for LinkedIn messages to maintain message visibility.

• Restricted attachment functionality to valid LinkedIn replies only.

2025-10-01

CX4.10.3

Includes multi-level pagination, infinite scroll in wrap-up forms, and adds a keyword search bar for quicker wrap-up code selection. Partial form updates streamline minor edits. Adds Agent Hand Raise, allowing agents to request help during ongoing conversations.

Brings a redesigned suite of dashboards for supervisors to gain real-time and historical insights, while agents can monitor their daily metrics and team stats directly within the Agent Desk. Introduces message-level ETL for comprehensive extraction and reporting of all communication data.

Key fixes include accurate email session end reporting, protection of the wrap-up form during admin pod restarts, clearer agent identification through full-name display, and resolution of chat closure issues when the MRD is absent.

2024-08-02

CX 4.4.9

• Security Fix in MongoDB

• Finesse Login

2024-06-13

CX 4.4.8

• Conversation Disposition Calculation Fix

• Agent Getting More Chats than Max Limit

2025-06-24

CX4.9.3

Introduces the Proxy API for formData transmission to the Form API, enhances security and authentication for file engine APIs using APISIX, implements IP-based rate limiting for the Message Send API to optimize traffic control, and integrates RSA SecureID support for 2-FA in CX Apps to reinforce security measures.

Resolved various issues in the Email connector, supervisor login, and agent reply.

2024-05-20

CX4.4.6

• Horizontal scaling of controller

• Removal of controller tracker from Redis on Conversation End

• Grafana Dashboard Slowness Issue

CX5.1.0

Extends multi-tenant support beyond 10 tenants with improved tenant‑level authentication and branding.

Enhances the voice experience with improved manual outbound call tracking, predictive dialling for campaigns, and introduces multi‑reply post‑call SMS surveys. Delivers a refreshed, more consistent Agent Desk user experience (dark theme, conversation view, identity, display, and notifications)

Standardises Fluentbit-based centralised logging and audit trails, and migrates campaign reporting gold tables to DBT without breaking existing reports. Adds new GraphQL APIs for activity search and screen recording support.

2025-09-12

CX4.4.14

Includes synchronous processing of AGENT_UNSUBSCRIBED and handles race conditions while publishing TASK_STATE_CHANGE to RESERVED

2024-11-11

CX4.5.7

Data Binding Vulnerability Fix

CX4.10.1.1

Adds (.eml) attachment support for MS Exchange Email, lets business edit Facebook comments, and hides/unhides Facebook/Instagram comments directly in CX.

Additionally, fixes multiple stability issues, including chat status synchronization, Conversation Studio memory leaks, Direct Transfer/Consult routing and re-presentation, display email attachment, and more reliable email handling during MS Exchange failover.

2025-07-18

CX4.4.12

• Redis exception handling

• Redis key not expiring as expected

2026-01-27

CX5.0.2

Introduces Google Play Store as a new channel

2025-11-04

CX4.9.6

Introduces key enhancements to the customer widget, including improved survey handling and cleaner menu interactions.

The release also resolves critical issues related to widget layout, mobile connectivity, and agent name display, ensuring a smoother and more reliable user experience.

2024-10-17

CX 4.5.5

Delay in receiving notification on the Agent Desk

2024-12-19

CX4.6.1

• Update Form Data Submission

• Add FormID in Survey Distribution

• Bug Fixes

2023-10-24 

CX 4.3

Includes Priority Routing, Route re-initiated chats, Task EWT and Queue Position API, SMS support via SMPP and Twilio, WhatsApp via Twilio, Instagram Direct Message, Instagram Social Media, Custom Message support in Agent Desk, CX Activity APIs, CX Voice Direct Queue Transfer, Progressive OB Calls, IVR activity trail and Cluster Connectivity Support for PostgreSQL, MongoDB, ActiveMQ and Redis.

2024-10-01

CX 4.4.8.1

• Queue Blocking and Advisor Blocking Fix

2025-10-16

CX4.6.2

Provides the fix for the incorrect conversation disposition

2025-06-05

CX4.7.3

Includes Interruptible/Non-Interruptible feature without Cisco Integration and fix vulnerabilities in CX4.7.2 and CX4.7.3

2024-10-10

CX4.5.4

• Multi-language Support in Conversation Data

• Media-blending Bugs

• CX-Voice Bugs

2024-05-04

CX 4.4.5

• Use a uniform Log Pattern

• Remove Message content from Logs

• Improve Agent Manager Logs

2024-12-30

CX4.4.10

Enable External MongoDB Connectivity with Replica-set

2026-07-03

CX5.5.0

AI-powered Agent Co-Pilot tools, quality evaluation, regional outbound compliance, platform infrastructure upgrades, and bug fixes.

2026-05-13

CX5.3.0

Strengthens the Quality Management module with advanced review filters, direct Forms module access for Quality Managers, and updated APIs for improved reliability. Extends channel coverage with Apple App Store review management, enabling agents to receive and respond to app reviews directly from EFCX.

Boosts agent and supervisor productivity with centralised Quick Links, delivers richer conversation experiences with native display support for carousel, form, and list message types directly in AgentDesk.

2025-05-09

CX4.9.2

Includes CXAPI security via user authentication, License Consumption status tracking, enhancements to the pause/resume conversation feature, and new functionalities in CX Campaigns.
Also addresses a bug fix/ improvements to the MS Exchange-based email.

2025-09-17

CX4.10.2

Includes an update of all core Java components to the GraalVM JDK 21 (LTS) base image. Additionally, Conversation Studio now supports connections to MongoDB that use self-signed TLS certificates. The update also includes performance fixes.

2026-01-20

CX5.0.1

Includes an update to the Email Connector (IMAP/SMTP) to improve compatibility and reliability. Also, delivers critical fixes for 2FA login flows and localisation issues to display Arabic customer names correctly.

2025-11-24

CX5.0

CX now supports multi-tenancy, enabling CCaaS providers to host multiple tenants from the same underlying infrastructure securely.

In addition, there are some technical improvements in the core platform stability and maintainability.

2025-03-25

CX4.7.2

Customer Widget Enhancements

• Customizable text

• Text alignment

• Sound notifications

2026-01-30

CX5.0.3

Adds tenant-level 2FA for Agent Desk and Unified Admin logins.

2024-05-23

CX 4.4.7

Agent state fixed on Grafana dashboard

2025-02-19

CX4.4.11

• Incorrect Conversation Dispositions

• Increase in Agent Manager Memory

2025-03-10

CX4.7.1

• MSSQL Target Support in ETL

• Routing bug fixes

• Campaigns bug fixes

• All fixes from CX4.4.11

• All fixes from CX4.5.5.1