CX Data Sheet

• Expertflow CX provides a simple browser-based AgentDesk application for CX agents and supervisors. It includes an intuitive, easy-to-use design that helps improve the performance of customer care representatives for high-quality customer service. 

• With the Unified Admin Console, business admins can provide easy access to the applications, can configure Expertflow CX services and solution components such as general settings, the configuration of CX Routing Engine, Customer Channel Manager, Bot Framework, and more. 

• AgentDesk supports inbound and outbound contact center functions. Core features include: Customizable agent and supervisor desktop layout

• Blended agents: can handle inbound and outbound calls along with chat via any supported channel (such as SMS, WhatsApp, or any supported social media channel

• Multisession web chat

• Selection of multiple wrap-up reasons for chat channels

• Supports light theme - dark theme on the AgentDesk  to ensure better visibility

• Supports case-insensitive login

• Provides responsive font sizes based on the screen size of the AgentDesk

• Supports back-to-conversation view

• Displays the agent’s first name and last name

• Enables AgentDesk to read complex passwords for CX Voice extensions within configurations.      

• Adds (RTL) support for right-to-left languages on the AgentDesk, improving accessibility and usability for agents who interact in RTL languages such as Arabic and Urdu. This document outlines the supported languages and provides a detailed setup procedure.

• Enables agents to initiate Voice, SMS, and WhatsApp outbound engagements from a single workspace in AgentDesk without switching between separate interfaces for each channel.

• Allows each agent to select a preferred default home page that is displayed automatically after login, enabling agents to personalise their starting view.

• Allows administrators to configure a centralised list of external application links from the Unified Admin console. Links are role-based, appear in both Unified Admin and AgentDesk, and can be pinned for faster access.

• Renders carousel, form, and list message types natively with a proper interactive layout in AgentDesk, so agents can see the full message structure and the customer's selections instead of raw data.

Expertflow CX enables its agents to perform various inbound and outbound contact center functions. Core features include:

• The CX agent can login to AgentDesk using the user's login credentials defined in Keycloak. 

• Manages agents’ state on each individual media to make themselves ready on a certain media while not ready on the rest. For instance, agents can make themselves available for Chat and not available for voice calls. 

• Enables agents to receive a conversation from queues where new requests are pushed to agents.

• Accredits agents to pull requests from Pull-based Lists that they are subscribed to and join a conversation.

• Allows agents to see and update customer profiles based on the conversation with the customer and assign labels to the customers to route the customer's request with priority.

• Let CX agents handle ongoing conversations,  Link Customer Profiles, View Conversation History, View Active channels, View Conversation Data, Receive Delivery Notifications, Typing Indicators, Bot Suggestions, send quoted reply, send file attachments, Send Formatted Text, and View Conversation Notifications

• Allows agents to transfer an active conversation, add agents to the conference, and send a Whisper Message.

• Allows agents to consult the chat with the supervisor and use Whisper Mode to get help from the supervisor.

• Enables the agent to change the language of the AgentDesk interface to any preferred language.

• Enables agents to embed a Webapp in AgentDesk

• Allows agents to apply Wrap-up and notes during or after the conversation.

• Enables the CX agent to switch channels to make an outbound contact on a different channel in an ongoing conversation.

• Allows agents to manage calls with CTI Call Controls

• Enables agents to access essential recording controls, such as seeking and navigating within recordings.

• Enables the agent to make a manual outbound contact.

• Enables agents to raise a hand and ask for assistance from a supervisor. Any of the team supervisor(s) can accept the hand-raise request.

• Allows agents to initiate consult calls, consult transfers, and direct transfers to external numbers outside the CX environment. Agents can now connect with third-party contacts, such as external vendors, specialists, or helplines, to assist customers with a better experience.

• Enables agents to view summary statistics, including queues, their states, and ongoing conversations on real-time dashboards

• Allows the agent to simply logout from the AgentDesk Application by selecting a logout reason defined by the administrator.

ExpertFlow CX includes a built-in AI assistance layer that supports agents throughout live interactions, reducing handle time and improving response quality.

• Surfaces knowledge base articles and recommended responses through a contextual in-conversation panel as the interaction progresses. Agents can send a suggestion directly or edit it before responding, and can request additional suggestions on demand. Connected sources include Confluence, OneDrive, and Google Drive.

• Automatically generates a concise summary of each conversation at close, reducing wrap-up time and providing supervisors with a consistent record of every customer touchpoint.

• Displays the customer's detected sentiment — Positive, Negative, or Neutral — on AgentDesk alongside the AI-generated conversation summary, helping agents adapt their approach in real time.

• Enables agents to refine typed messages using AI before sending, improving spelling, grammar, and sentence structure. Agents review and accept or discard each suggestion before it is sent. Supports English and Roman Urdu.

• Allows Expertflow CX supervisors to monitor real-time dashboards to view the summary statistics of the contact center, including queues, agent states, and ongoing conversations with agents and bots, enabling them to optimize contact center efficiency. This ability to monitor critical performance metrics allows them to train and encourage agent behavior so that agents can perform consistently and efficiently.

• Supervisors can silently monitor the conversation. 

• Supervisors can interrupt an agent's conversation using Barge In to interact with both the customer and the agent to resolve any concerns, if any.

• Supervisors can create, edit, and delete announcements for their team agents. 

• Allows the supervisor or business administrator to define and customize the customer fields provided in the customer schema

• Allows the supervisor/business administrator to create new customer labels to categorize customers based on certain characteristics.

• Supervisor can end the PULL-based request.

Business administrators can configure Expertflow CX services and solution components from the Unified Admin Console.

• The business admin can login to the Unified Admin using the user's login credentials defined in Keycloak. 

• The business admin can upload the license information for agents and supervisors.

• The business administrators can select the time zone as per their server location, choose the language that the system should support, and set it as the default language.

• The administrators can make various configurations to make the system ready, such as adding a bot connector, adding media routing domains, mapping MRDs to the channel type, creating attributes, assigning these attributes to agents, creating queues, adding steps to queues, changing the maximum task limit for agents' MRD, adding channel providers, and setting up a new channel.

• The business administrator is authorized to make other configurations, such as adding a Web Widget for web chat, adding reason codes for being not-ready or logout, adding wrap-up forms, adding new channel types, and adding lists to handle PULL-Mode requests.

• Allows platform administrators to manage AgentDesk interface languages and customise display text directly from the Unified Admin console, without requiring a deployment change.

• Records audit logs for key configuration changes in Unified Admin, including teams, pull-mode lists, reason codes, AgentDesk settings, and locale settings. Logs follow the OpenTelemetry (OTLP) standard and are indexed in OpenSearch Dashboards for analysis and monitoring.

With multitenancy, you can set up multiple virtually independent contact centers (tenants) provisioned from the same underlying infrastructure. Each tenant operates as a complete, independent contact center environment possessing its own configurations, agents, teams, customers, and interactions.

See Multitenancy for more details.

• Supports deployments with more than 10 tenants without impacting existing tenants.

• Allows tenant administrators to upload and manage a tenant-specific logo from the tenant configuration. Unified Admin and AgentDesk display the organisation's logo dynamically on login screens and in-app headers, falling back to the default ExpertFlow branding when no tenant logo is configured.

• Ensures that in multi-media-server deployments, each media server processes only its own assigned tenants, preventing cross-tenant data processing errors in large multi-tenant environments.

• Routes customer interaction requests from any channel to the same conversation and the same agent

• Introduces two ways of routing the requests. Precision routing/Push-mode routing and PULL-mode routing.

• PULL-mode lists - for certain media channels, customer interaction requests are pushed to pull-mode lists. Agents subscribe to these lists to fetch and process on demand.

• CX routing facilitates categorizing and prioritizing customers in a way that best meets the business requirements.

• A wide range of routing logic that can accurately target and selectively route different classes of customers by prioritized routing treatment

• Implements multi-queue priority to define priority for each queue (1-10, with 10 being the highest). In cases where multiple queues have the same priority, the system considers an individual task’s priority and longest waiting time, respectively.

• Introduces Interruptible and Non-interruptible Channel Categories to define whether a chat channel category should be interrupted if there is a voice call and vice versa.

• Ensures that each customer is routed to the right agent at the right location for the first time to maximize the resolution of the request.

• Adds Auto Sync MRD to automatically sync all associated MRDs.

• Provides various tabular and graphical historical reports and IVR reports, along with real-time dashboards, with flexible presentation options using Superset for historical reporting, Grafana for real-time dashboards, and Metabase for quality management and form analytics. Existing out-of-the-box reports allow the business to review historical and real-time data or create custom reports to track required information.

The Business Calendars feature allows administrators to define and manage operational schedules, including working hours, holidays, and out-of-office periods. Businesses can create multiple, distinct calendars to represent the schedules of different sites, channels, or teams.

A key benefit is the ability to communicate active working hours to customers, setting clear expectations for availability.

This feature replaces the older EF Business Calendars module in SupervisorTools.

Conduct surveys through any Customer Channel (voice, chat, Web, Email) after a Conversation with an actor (agent, chat, or voice bot).

As a Conversation Designer, you can use Expertflow Conversation Studio with prebuilt survey nodes. You may also extend and customize the interaction flow with 3rd party integration that best suits your interaction management requirements.

CX Survey Reports provide detailed insights based on surveys.

• Adds a predictive dialer for outbound campaigns using Call Progress Analysis (CPA) to distinguish live answers from voicemail and busy signals, so agents spend more time connected to real customers. Supports configurable reservation thresholds and retry behaviour.

• Supports a defined start date and time plus an end date and time per campaign. Once published, the system automatically begins dialling at the scheduled start time and stops at the end time, ensuring time-bounded outreach without manual intervention.

• Allows supervisors to assign priority levels to outbound campaigns from the Unified Admin console. The dialer executes higher-priority campaigns first when multiple campaigns run simultaneously, giving contact centre teams precise control over campaign sequencing.

• Enforces jurisdiction-specific calling hours for outbound campaigns automatically, covering regulations including TCPA, FTSA, and CRTC. Contacts outside the permitted calling window are rescheduled automatically, and every decision is logged for compliance audit purposes.

• Adds a post-call, multi-reply SMS survey for outbound and voice calls. Customers opt in and answer NPS and CSAT questions over a sequence of messages. All responses, including partial and timed-out surveys, are stored as form activities.

• Introduces AI-driven conversation evaluation within the Quality Management module in full-automation or hybrid mode. The AI assesses agent interactions against configured scoring criteria and delivers consistent evaluations across 100% of interactions. Supported languages are English and Arabic.

• Enables quality evaluators to filter the Reviews screen by questionnaire, agent, team, evaluator, date range, channel, call direction, customer identifier, wrap-up reason, and call duration.

• Allows Quality Managers to create and manage evaluation questionnaires directly in Unified Admin without requiring a full administrator role. Access is restricted to the Forms module only.

• Supports Cisco UCCX 15 as a recording source for Quality Management. Inbound and outbound voice calls are automatically pushed into the platform with recording links attached, enabling playback and evaluation directly within the QM module.

• Provides Quality Management reports on Metabase, including Evaluation Volume, Team Comparison, Agent & Team Leaderboard, Evaluator Comparison, and Skills Assessment.

• Introduces a Submitted Form Detail Report enabling supervisors and quality managers to view, filter, and analyse submitted form data, including evaluation scores and per-agent assessment tracking.

• Adds performance improvement features to enhance the system’s overall performance, such as replacing Conversation Controller with Conversation Studio, migrating Conversation Search APIs to GraphQL, and Bulk upload.

•  

• Allows agents to schedule, view, and update a scheduled activity on AgentDesk, with a customer at a scheduled date/time. Exposes Campaign Scheduler APIs for third-party CRMs or Campaign Managers to upload contacts or create callback requests/ appointments for customers, optionally with a named agent or on a specified skill.  

While agents are handling customer requests, they can also view all upcoming / scheduled activities planned with a customer on the AgentDesk in addition to past customer activities.

•  Provides integrations with third-party WFM solutions, including Calabrio and Verint.

• Provides WFM Solution

• Delivers stability and accuracy improvements across scheduling, adherence tracking, and reporting, including error-free schedule loading, real-time adherence timeline updates, and accurate agent state durations in the Agent Statistics report.

• Has its own wallboards with an intuitive design to provide real-time visualization that assists the business in monitoring and managing contact center operations effectively.  

• Conversation Studio scripting for dynamic conversation flow that can be changed according to business requirements - see Conversation Studio 

Provides a visual, IVR Flow Builder for designing and managing customer call flows without complex coding. Users configure audio prompts, menu options, decision branches, and API integrations through an intuitive drag-and-drop interface.

• Supports menu and digit collection nodes to present callers with options and capture keypad inputs, enabling self-service routing based on customer selections.

• Enables dynamic decision branching to route calls conditionally based on caller input, session data, or external data lookups.

• Allows audio prompt playback and smart playback for delivering pre-recorded or dynamically generated voice messages to callers.

• Integrates with external systems via an HTTP node that makes API calls mid-flow, enabling real-time data retrieval or updates during the customer interaction.

• Routes callers to agent queues through a dedicated Queue node, connecting self-service flows directly to live agent handling when needed.

• Supports advanced customisation via a Lua Code node for complex logic that standard nodes do not cover.

• Manages call-level and session-level data through Call Data Object and Session Data Object (SDO) nodes, making contextual information available throughout the flow.

• Provides a voice recording solution that can be deployed along with CX for call recording of CX-Voice or Cisco contact center.

• When a private advisor is unavailable, on another call, in the Not Ready state, logged out, or after ring-no-answer (RONA), the customer is offered the option to leave a recorded voicemail. The advisor is notified and can listen to the message from a dedicated Voicemail Mailbox within AgentDesk, ensuring no customer contact is missed outside active availability windows.

• On-prem, cloud, and hybrid ( mingle-mix of Services ) are supported.

• Any Kubernetes distribution can be selected to deploy Expertflow CX. Currently tested on K3s, and RKE2. ( kubeadm or DigitalOcean Managed Kubernetes can also be used). The deployment plan explains the supported distributions and deployment types.

• Scalability is expandable up to the requirement based on the number of concurrent channels of active conversations.

• Provides integrations with Rasa, DialogFlow, and any 3rd party chatbot for chat

• Provides integration with Expertflow IVR for CX Voice, and CVP for CISCO Voice

• Expertflow CX offers a centralized Identity and Access Management solution, backed by Keycloak, for enhanced security. This ensures complete security for users while accessing all Expertflow CX resources by passing a process of  User Authentication and Authorization.

• Users are managed in the Keycloak Admin Console. This allows business administrators to manage users, roles, and permissions.

• Expertflow CX can be deployed as a standalone web application on-prem or on the cloud. To make authentication work, business administrators need to set up a client (resource server) in the Keycloak instance.

• Apart from standalone deployment, Expertflow CX can be set up within the Cisco Finesse environment i.e, UCCE or UCCX. This authenticates users in two ways. Either Login Finesse (With SSO) or Login Finesse (Without SSO).

• Expertflow CX provides Permission and Access Management (using Keycloak IAM) to access different application resources. For the top-level roles such as admin, agent, and supervisor, role-based permissions are available, and at granular access levels, group-based implementation is also available.

• Using an industry-standard encryption algorithm (AES256), Expertflow CX encrypts certain types of data. 

• Adds TLS encryption and authentication on all CX core components.

• Adds Two-factor Authentication support via Google/Microsoft Authenticator App and Email

• Adds API Security using Application Gateway

• Assigns each CX service its own dedicated database credentials managed in Vault, improving tenant and service isolation and reducing configuration drift across deployments and upgrades.

• Requires all ExpertFlow CX users to set a new password on first login to AgentDesk and Unified Admin. Users may update their passwords at any time from their profile, and the system enforces re-authentication immediately after any change.

• Includes Fluent Bit-based centralised logging as part of the standard platform Helm chart. Logs from all Kubernetes workloads are collected, filtered, and forwarded to OpenSearch for indexing and searchable audit monitoring.

• Provides concurrent user licenses. So businesses can buy concurrent user licenses from the Expertflow Online Shop for the concurrent number of agents who are going to use the Agent App.