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Expertflow CX Platform Overview

Expertflow CX System Architecture

Platform Architecture
Logging and Tracing Architecture
CX Core and Voice Components Architecture
Integration Architecture
Solution Diagram-Media Recording
Solution Architecture - WFM
Solution Architecture - CX Campaigns

Solutions

Omnichannel Engagement

Digital Channels

Customer Widget

Add a Customer Widget
CX Customer Widget Embedding Guide

Customer Widget Configuration and Translation Management

Personalized Agent Information in Customer widget

Customer Widget Admin Guide
Customer Widget – Features and Capabilities
Customer Widget Deployment Guide

Developer Guide of Customer Widget

JavaScript SDK for customer-facing channels

WebRTC to SIP

WhatsApp

Meta - WhatsApp Cloud API

Meta - Whatsapp Cloud API - Configuration & Deployment Guide
Meta - Whatsapp Cloud API - Limitations & Key Highlights

Twilio

SMS / MMS via Twilio Connector Configuration

360

360-Connector Configuration Guide

Facebook

Facebook Direct Message
Facebook Social Media
Segregating Facebook DM vs. Social Media Message in Channel Sessions
Facebook - Configuration Guide
Facebook Connector Limitations

Instagram

Instagram Direct Message
Instagram Social Media
Instagram Connector - Limitation
Instagram Connector Configuration & Deployment Guide

Twitter

Twitter Connector – Limitations & Key Highlights

Twitter V2 Social Media Connector Configuration Guide

Twitter Social Media Connector Configuration Guide

LinkedIn

LinkedIn Account Onboarding

Guide for Standard Tier Upgrade

LinkedIn - Configuration Guide
LinkedIn Connector Deployment using Helm

YouTube

Understanding the YouTube Data API v3 Quota System
Setting Up a YouTube Project in the Google Developers Console (Production-Ready)
YouTube Connector – Limitations & Key Highlights
YouTube Integration & Configuration Guide (Developer Access)

SMPP

SMPP Configuration Guide

Viber

Viber Connector Configuration & Deployment

Telegram

Telegram Connector Limitations

Telegram Bot Creation Guide

BotFather
Telegram Bot Token
How to customise your Telegram Bot
How To get Telegram Bot Token

Telegram Connector Configuration in Unified Admin
Telegram Connector Media Types Support

Google Play Store

Onboarding Guide
Configurational Guide
FAQs and Troubleshooting

Email

IMAP-SMTP based Email Configuration Guide
MS Exchange based Email Configuration Guide
Email Limitations

Voice and Video

Voice Calls in Expertflow CX Overview

Inbound Calls
Outbound Calls

Web & App Calls

CX SIP Proxy

CX SIP Proxy Deployment Guide

CX SIP Proxy Installation Guide
Dialplan implementation in EF SIP Proxy
Dialog and Profile replication in a cluster in EF SIP Proxy
Load balancing in EF SIP Proxy through the dispatcher module
HA in EF SIP Proxy
Configuring dispatcher in CX SIP PROXY
Configuring load balancer in CX SIP PROXY

CX Media Server

CX Media Server API

Call Forking Concepts

CX Dialer

Benchmarking for CX Dialer

CX Dialer Deployment Guide

CX Dialer Environment Configurations

CX Voice Deployment

Media Server Deployment Guide
Media Server Configurations for CX Voice

Media Server Configurations for CX Voice (old)

Voice Connector Deployment Guide

Creating extensions on Media Server
CX Voice Recording Components Deployment Guide
Media Server Deployment and Configuration Guide (With Azure Transcription Support)
Media Server Deployment and Configuration Guide (With Google Transcription Support)
Duplicate of Media Server Configurations for CX Voice
EasySIPp Deployment Guide

CX Voice Channel Configuration Guide

Adding Agent Extensions for CX Voice
Updating AgentDesk Environment Variables for CX Voice
Voice Channel Configuration Limitations/Issues
Updating Environment Variables for WebRTC
Updating Media Server Configs in Tenant Settings

Troubleshooting for CX Voice

Accessing CX Voice Components
TroubleShooting General Guide

CX Voice Upgrade Guides

CX Voice Upgrade to 4.5
CX Voice Upgrade to 4.5.2
CX Voice Upgrade to 4.5.1
CX Voice Upgrade to 4.5.3
CX Voice Upgrade to 4.6
CX Voice Upgrade to 4.7
CX Voice Upgrade to 4.7.1
CX Voice Upgrade to 4.8
CX Voice Upgrade to 4.9.1
CX Voice Upgrade to 4.10
CX Voice Upgrade to 4.10.X

CX-Voice Limitations
LiveKit - Deployment Guide

Channel Connector Developer Guide

Register Channel Connector
Channel Connector Configuration
Messages

NLU / Digital Bots

Bot Connector Developer Guide

Register Custom Bot

Custom Connector-Bot Communication

Controller Bot Training

Rasa-X

Rasa-X Configuration
RASA-X Deployment using helm chart

AI & Self-Service
Agent Assistance

Quality Management

Playing Screen Recordings in Quality Management
Quality Management - System Limitations

Datasheet-QM

AI-Driven Quality Management
Conversation List
Review Scheduler
Review Screen
Conversation View
QM Admin
Real-Time Performance Alerts

Surveys

CX Surveys Datasheet

Browser-Based Calling

Remote Agent Solutions
Website Click-to-Call
Video Customer Support

Platform

Comparing Hybrid Chat 3.x and Expertflow CX: Features, Capabilities, and Migration Insights
CX Data Sheet

Security and Compliances

Security and Privacy Compliances

HIPAA Compliance

PCI DSS Compliance

VRS PCI DSS Compliance

GDPR Compliance

Application Security

PII Data Masking

PII Data Masking in Logs
PII Data Masking of Customer Attributes in AgentDesk

Implementing Security Policies

Two-Factor Authentication (2FA) Service

2FA Configuration Guide - Email
Two Factor Authentication - User Guide

Understanding Conversation Studio

Control Flow

Default Flows
Init

Conversation Studio Action

Assign Bot
Change Bot Role
Determine Queue
Dispatch Find Agent
Extract Data
General Action
Open External Gadget
Remove All Agents
Remove Channel Session
Revoke Bot
Set Last Agent ID
Set Priority
Set Slot
Update Conversation Data
End Conversation

Conversation Studio Conditions

Check Active Media Direction
Check Active Media MRD
Check Agent Unsubscription Reason
Check Channel Type
Check Conversation State
Check Conversation Resume Reason
Check If Agent Is Present
Check If All Agents Are In WrapUp
Check If Customer Is Present
Check If Room Is Private
Check Latest Intent
Check Reason For Task State Change
Check Recent Conversations
Check Role Changed Reason
Check Routing Mode
Check Service Identifier
Check State Changed Task Mode
Check Task Name Whose Task State Changed
Check Unsubscribed Agent Role

Text Message
Reminder
Survey Message

Outbound Flow node

Batch Load
CCE Cisco Dialer
CCX Cisco Dialer
Plain Message
SMS
WhatsApp Node
Post Attempt Decision
Condition
Accessing Campaign Studio Dashboard in Grafana

IVR Flows

Call Data Object
Decision Node
Deploy Node
Digit Node
ENV Node
Exception Node
Hang-up Node
HTTP Node
Lua Code Node
Menu Node
Play Node
Prompts Node
Queue Node
SDO Node (Session Data Object)
Smart Play Node

Configure Environment Specific Variables

Routing

Agent States
Conversation Rerouting on Agent State Change to Callback

Precision Routing

Maximum Tasks per Agent per MRD

Agent Response Time

Limitations Agent SLA

Customer Inactivity SLA
Task Priority
Agent Task/Routing Task

Distribution Rules

Priority Routing

Priority Routing Config

Route Re-initiated Chats on Priority

Priority Routing and Routing Re-initiated Chats on Priority

Channel Categories (Media Routing Domains)
Queues
Queue Priority
Routing Attribute
Agent-Queue Mapping
Queue Wait Time And Position
Queue Flushing API
Customer & Agent SLA Implementation Details

Interruptible and Non-Interruptible Medias
Task and Task States
Routing Engine Developer Guide

Pull-Mode Routing

Use case with Pull-based Routing

Agent & MRD States
Auto-Sync MRD State
Manage Channels and Channel Categories

Manage Queues and Routing Attributes

Manage Teams

Forms

Forms and Form Data
Web Published Forms
Form Builder

Business Calendars

Business Calendars Limitations
Business Calendar API Configurations

Embed a Web Application

Release Management

Expertflow CX Release Versioning
CX Release History
Release Items v4.10.x Merging into 5.0 Analysis

Integrations

Cisco Contact center integration

Cisco Sync Service

Cisco Voice Channel Configuration Guide

Agent Desk Integration with Cisco Finesse
Cisco Contact Center Integration with EF CX Cloud

Deploying Finesse Gadget

Environment Configurations for Cisco

Cisco Voice Channel Limitations

Cisco Outbound Connector

Cisco Outbound Connector Docker Deployment Guide
Cisco Outbound Connector Kubernetes Deployment Guide

Cisco Connector

CRM Connectors

CRM/Agent Desk Post Message Events

Eleveo Middleware Deployment Guide

Developer Guides

Customer Facing SDK for Omnichannel Communication

Expertflow CX Objects

channelData
AgentPresence
CC User
Channel
ChannelConfig
ChannelConnector
channelSessionState
ChannelType
conversationParticipant
customer object

Participant

channelSession

ParticipantRole
ParticipantType
Tenant
carouselMessageType
component
ComponentType

CIM Messages

Message Body

Plain Text Message

Multimedia Messages

Send a Media message

Contact Message
Location Message
Button Message
URL Message
WrapUp Message
Delivery Notification Message
Notification Message
Deleted Notification
Whisper Message
Action Message
Carousel Message
Custom Message
Receipt Message
Template Message
Email Message
Voice Message

Message Header

Intent

Forms Developer Guide

Form APIs

Get Form Validations
Update Form
Get Form
Delete Form
Create Form

Agent Desk Developer Guide

Socket Events

Exchange CIM Message

Third Party Activies API

Key Objects

Conversation Objects

Room
Conversation
Channel Session
Channel Related Objects
ConversationData
Task

Customers – CX Customer Interaction Profiles

Customer Advanced Filters

User Interface Languages

Customer Widget Localization

Translation support at customer widget

Agent Desk Localization

Updating the Language at Agent Desk
Right to left (RTL) support on Agent Desk

Messages, Events, and Activities

Scheduled Activities

CCaaS Provider Guide

System-level Configurations-Limitations
Tenant Logo White Labeling

Voice Recording Solution

SIPrec-based recording using a drachtio server, and FreeSWITCH as the media server
Recording Links In EF CX
Recording Calls in CX Voice
CX Voice Recording Behavior
Eleveo Recording Behavior

Reports and Analytics

Realtime Reports and Dashboards

Summary Dashboard

Detailed Dashboards

Untitled live doc 2025-11-20

Dashboards_Metrics_Registry

Historical Reports

Key Reporting Metrics

SLA Calculations
Agent Task Disposition
Task Reason Codes

Reporting Database Schema

CX Historical Reports- Supporting Tables

Data & Reporting

Data Platform

Transformation Rules - ETL Pipelines
Forms Data Pipeline
QM Data Pipeline
WebRTC Secure Link Generation Data Pipeline
Cisco Agent & Team Sync Pipeline
Grafana Queries Pipeline

Legacy Reporting Connector

Deployment Guide - Kubernetes Cron Job For Reporting Connector
Deployment Guide - Kubernetes Cron Job For Custom Connector

Keycloak Users Pipeline
Resolving Data Pipeline Failures
Customer Bulk Upload ETL
Alembic Schema Migration
Data Platform User Manual
Data Platform CX

Data Migration Plan

Old vs New Table Schemas (Revamped ETLs)

WFM Data Pipeline

Data Pipeline Specifications

Activities Data Pipeline

CX-Voice Connector Activities Data Pipeline
Voice Activities Data Pipeline

Teams Data Pipeline

Campaigns Data Pipeline

Campaigns Schema Data Pipeline
Campaign Scheduler Data Pipeline

Campaigns/Agent States 15 Minutes Gold Queries Pipeline

Campaign Call Details Gold Query
Campaign Connected Call Details Gold Query
Campaign Summary Gold Query
Dialing and Success Rate Summary Gold Query

Resources

Configuration Guides

Setup CX Analyser

People and groups CX Analyser
CX Analyser Reports Setup
Metabase Password Reset

Connecting to Databases with TLS Enabled
Configure Service Based Accounts using Vault

Encryption at Rest - Configuration Guide

Encryption Schema Guide
Configuring Vault for Encryption

Campaign Channel Configurations
Configuration Guide - Masking Fields Enablement on CCM

Vault Configuration

Configure Vault for MongoDB Dynamic Database Credentials
Configure Vault for Redis Database Credentials
Configure Vault for ActiveMQ
Configure Vault for PostgreSQL Dynamic Database Credentials

IAM (Keycloak) Configuration 4.10.X

Troubleshooting Guides

MongoDB slow query logs
Redis Log Monitoring via slowlogs
Collection Removal from MongoDB
EFCX Logs Traversal Guide

Logging & Monitoring

Logging Solution Deployment Guide

Deployment of Logging Operator

Deployment of Opensearch and Opensearch Dashboards

Monitoring Solution Deployment

EFSwitch Monitoring Dashboards
C-Alerts
Setup Alerts via Gmail
Enable Monitoring on MSSQL

Platform Administration

Using Traefik as Ingress Controller

RKE2 Control plane Deployment

RKE2 uninstallation
Tainting a Control Plane Node
ETCD Backup and Restore

Change Default ActiveMQ Passwords Using ConfigMap
Guide for migrating Keycloak Groups/Teams to CX Teams
Deployment of Mongo using ReplicaSet
Migrate EF IAM users to different instances/realms
Upgrade to Mongodb Version 8.x for CX Solution
Conversion of Single Node MongoDB to ReplicaSet
CX Solution Helm Uninstallation
Create self-signed Certificates for Ingress
Extend TLS/SSL Certificates Expiry for RKE2 ( existing deployments )

CX High Availability

Failover Cluster with Replicated Block Volume
Quorum-based Cluster
System Behaviour incase of Failover

High Availability using External Load Balancer

Deploy NGINX as an ELB
Deploy HAProxy as an ELB

High Availability with Kube-VIP
High Availability with DNS

Register new Tenants FQDN on Grafana allowedHosts
Conversation Search API using GraphQL - User Guide
FAQs - WFM (To be updated by Nabeel after release)
Kubernetes Distributions
Deploy Rasa for Multitenancy
List of Open-source Software

How IAM and Security Layers Work

Managing Roles and Permissions

Admin Permissions - Resource, Scope, Role Mapping
How to update admin passwords in CX components
Separate Account for API Admin and Application Admin

Agent Authorization with Agent Desk

Agent Desk Permissions - Resource, Scope & Groups Mapping

Admin Guide For Bulk User Upload To Keycloak

Managing Keycloak Clients and Applications

Two Factor Authentication - Installation and Configuration Guide

Keycloak Error Responses Guide

Agent Desk Error Messages Guide
Troubleshooting Login Errors

Security and User Permissions

Agent Team Configuration via IAM
Agent Team - Rules
User Roles

Configuration of Event Logging in Keycloak

API Authentication & Authorization Flows

Increase File Size - API Gateway Ingress
IP-based Rate Limiting

API Authentication - Integration

Security Assessment: Components and APIs
API Authentication - Configuration Guide
Advanced API Gateway Routing

API Authorization - Overview

API Authorization: Configuration and Customization Guide
Components Secured with Authorization

Visual representation of API Gateway Routes and plugins
Overview of API Gateway, its capabilities and plugins
API Authentication & Authorization - Configuration Guide
Enable or Disable Authentication and Authorization for the CX Tenant

Initial Security Setup for New Tenants

IAM (Keycloak) Password Policies - User Guide
IAM user Creation guide
Keycloak realm and users Bootstrapping for EF-CX
Keycloak Configurations for APISIX-Proxy Enablement
Token Lifespan Configuration Guide
Separation of Configurational Admin and CX Admin

CX Enhancements

WFM-Reports Component Deployment on Kubernetes

WFM-Core Component Deployment on Kubernetes

WFM-Auth Component Deployment on Kubernetes

Voice Recording Components deployment on Kubernetes
CX Campaigns Keycloak Configuration
PostgresQL DB Creation Guide
QM Connector for Cisco

Contact Center Personas

As an Agent

Login to Agent Desk

Change Agent State
Logout

Accept a Conversation
View Conversation Data

Pause/Resume a Conversation

Limitations for Pause/Resume Conversation

Consult, Transfer and Conference
Send a Whisper Message
Send a Message
Edit a Text Message
View Conversation Notifications
Change Agent Desk Language
Agent Hand Raise
Embed a Webapp in Agent Desk
CTI Call Controls
Handle Voice Recording
Handle Multi-channel Conversation
Make a Manual Outbound Contact
Browser Microphone Permission
Apply Wrap-up and Add Notes
View Agent Dashboards
Assign Labels to Customers
Understanding Customer List View
Join Pull-based Requests
Leave Conversation
Browser and Sound Notifications
Handle Email Interactions
Agent Performance Dashboard
Handle WebRTC Calls
WFM - User guide for Agent

As a Supervisor

Silent Monitoring
Barge in
Add Agents, Supervisors, and Teams
Team Announcements
Force Logout Agent
Customer List
Customer Schema
Customer Labels
Subscribed Lists
End PULL-based Requests
Monitors and manages CX Voice interactions
Impact of Team Structure on Dashboards

WFM - User Guide for Admin/Supervisor

As a Quality Manager

Create an evaluation form

As an Evaluator

Unified Admin Guide

CX Customer Upload Enhancement: Prevent Duplication
Getting the Offline License Encrypted file
License Consumption Status

Supervisor Access to Unified Admin

User Management

Adding Languages & Timezones
Add Wrap-ups
Add Not Ready and Logout Reasons
Configure AgentDesk Settings
Add Bot Connector

User Inactivity Logout

Breadcrumbs

Home
Expertflow CX
Platform
Understanding Conversation Studio
Control Flow
Conversation Studio Action

On this Page

End Conversation

Node	End Conversation
Description	Terminates the conversation and removes all the channel sessions.

Pagination

Previous Page

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Conversation Studio Conditions

Data Protection & Privacy Policy
Business Continuity Policy
Information Security Policy
Quality Policy
Transparency and Anticorruption Policy

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