The main purpose of this document is to highlight features that were available in HC 3.x but not yet added to Expertflow CX.
Summary at a glance
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Channels
All key 3.x channels (Web, WhatsApp, SMS, Facebook, Viber, Telegram) are available in Expertflow CX. CX additionally introduces Email, LinkedIn, Instagram, YouTube, Google Play Store Reviews, and WebRTC voice/audio‑video. -
Agent and Supervisor Experience
Core 3.x workflows (login, states, transfer, conference, file sharing, whisper, monitoring) are preserved. CX adds Agent Hand Raise, richer dashboards, and agent‑side metrics, so day‑to‑day UX is generally equal or better. -
Reporting
Most standard 3.x reports have direct or near‑equivalent CX versions. However, any custom reports built on the HC schema must be rebuilt using CX’s data model and ETL.
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Architecture and Deployment
3.x is a Docker‑based, single‑tenant solution with HA limitations at a larger scale. Expertflow CX is a microservices‑based CCaaS platform (with on‑prem options), multi‑tenant, and offers stronger security, APIs, and scalability.
The parity tables below are the main reference.
Customer Channels
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Channels in 3.x |
Expertflow CX |
Notes |
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Web Channel |
See Web Channel Capabilities for details. CX Web Channel provides improved security and widget configuration. |
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See Dialog360 and Twilio. CX supports WhatsApp via providers such as Dialog‑360 (360dialog), Meta-WhatsApp Cloud API. See CX channel capabilities. |
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Facebook Comments/ Social Media |
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Available, handled via Facebook Social Media capabilities in CX. |
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Facebook DM |
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See Facebook Direct Message Capabilities. Facebook DM support is available in CX with routing, reporting, and supervisor visibility. |
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Viber |
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See Twitter Chat |
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SMS Via Twilio |
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SMS Via SMPP |
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See SMS Via SMPP |
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Telegram |
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The following channels are available in CX only and not present in 3.x.
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Channels |
Expertflow CX |
Notes |
|---|---|---|
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LinkedIn (social) |
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Introduced as a channel for Instagram messages and comments; see Instagram channel capabilities |
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YouTube |
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Introduced as a channel for YouTube comments, see YouTube channel capabilities |
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Google Play Store Reviews |
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Introduced as a channel for managing Google Play Store reviews and feedback; see Google Play Store channel capabilities. |
Web Channel Capabilities
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Channel Capabilities in 3.x |
Expertflow CX |
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Plain text |
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Emoji |
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The browser and sound notifications |
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Hyperlinks (URL) |
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Structured (Button Messages) |
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Video |
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Image |
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File |
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System Notifications |
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Download Transcript |
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Business Calendar integration |
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Callback |
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WhatsApp Channel Capabilities
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Capabilities in 3.x |
Expertflow CX |
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Plain text |
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Emoji |
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Buttons |
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Video |
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Image |
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File |
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URL |
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Location |
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Audio |
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WhatsApp Integration via Twilio |
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WhatsApp Integration via 360Dialog |
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Facebook Channel Capabilities
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Capabilities in 3.x |
Expertflow CX |
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Plain Text Comment |
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Reply to a Comment |
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Like a Comment |
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Hide a Comment |
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Delete a Comment |
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View Full Post |
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Photo |
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Emoji |
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Carousel |
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Buttons |
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Video |
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Image |
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File |
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URL |
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Viber Channel Capabilities
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Capabilities in 3.x |
Expertflow CX |
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Plain Text |
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Emoji |
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Button |
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Video |
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Image |
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File |
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URL |
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Contact Message |
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Location Message |
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Audio |
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WebRTC |
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Structured |
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Carousel |
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Agent Capabilities
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Capabilities in 3.x |
Expertflow CX |
Notes |
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Log in with local users |
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Log in with Cisco |
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Agent States |
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Global state/ parent state where an agent can only be in Ready / Not Ready, plus custom states. |
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Conference (Queue Conference) |
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Supported as a Queue Conference in CX. |
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Transfer (Queue Transfer) |
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Supported as Queue Transfer |
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Whisper Messages to other agents |
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Agents can whisper to other participants already in the conversation. |
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Session Attached Data (SAD) |
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Implemented as Channel Session Data in CX. |
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Send and receive Emojis |
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Rich‑text and emoji support in Agent Desk; UX is more modern than in 3.x. |
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Send and receive files (Images, Videos, Documents, etc.) |
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File transfer supported, subject to channel and provider limitations and security constraints. |
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Outbound Chat |
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Outbound initiation is mainly available for WhatsApp templates and specific outbound scenarios. Full parity must be assessed on a per-customer basis. |
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Auto response based on bot confidence |
Partial and design‑dependent |
In 3.x, bot confidence thresholds controlled automatic responses. In CX, this is implemented via Studio flows and bot logic instead of a single global parameter. |
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Language Translations |
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CX supports multi‑language content. |
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RTL, LTR support |
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Introduces explicit RTL support and UI enhancements in CX4.10 and later versions |
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View the Participants List in the chat |
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Agents can see all conversation participants, including other agents, bots, and the customer. |
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Hand Raise to Supervisors for help |
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Introduced as Agent Hand Raise in CX4.10.3 and later versions |
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Wrap up (codes, timers, state) |
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Adds multi‑level pagination, infinite scroll, and search for wrap‑up forms in CX4.10.3 and later versions. Wrap-up UX is improved vs HC. |
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RONA (Ring No Answer handling) |
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Managed via CX routing and MRD. Exact timings and re‑queue behaviour may differ from HC and should be validated. |
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Message Formatting (bold, lists, tables, spell check) |
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Adds basic table support and real‑time spell check in Agent Desk. |
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Knowledge Base Integration |
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3.x integrated with bots and external KBs. CX primarily uses Studio and external systems; a generic KB widget depends on deployment. |
The following agent capabilities are available in CX only and not present in 3.x.
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Capabilities |
Expertflow CX |
Notes |
|---|---|---|
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2‑Factor Authentication (agents) |
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Introduced 2FA, extends tenant‑level 2FA for CX Applications. |
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Agent dashboards and self‑metrics |
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Adds dashboards so agents can track their own KPIs and team statistics. |
From an agent perspective, CX offers equal or better UX. Most differences are in configuration (Studio flows, tenant settings) rather than raw capability.
Supervisor Capabilities
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Capabilities in 3.x |
Expertflow CX |
Notes |
|---|---|---|
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Active Chats Monitoring |
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Implemented via Ongoing Conversation Details dashboards. |
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Queue Stats Dashboard |
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Provided by the Summary Dashboard and Queued Conversation Detail . |
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Silent Monitoring/Barge-In |
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Can silently join and barge into conversations. |
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Whisper Messages to Agents |
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Can send whisper messages to agents who are a part of the conversation |
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Supervisor Announcements |
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Available in Expertflow CX. See the announcement for details |
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Agent Hand Raise handling |
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Introduces Hand Raise, visible in supervisor dashboards for faster intervention. |
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Real‑time KPIs per queue and channel |
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Provides redesigned dashboards with real‑time multichannel KPIs. |
Reports Available in Expertflow CX
The specifics of some of the reports may differ from the previous version.
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Reports in 3.x |
Status in Expertflow CX |
Notes |
|---|---|---|
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Use the Agent Availability Report in CX. |
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Use the Agent Productivity by Queue report in CX. |
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Known as Agent Task Detail in CX. |
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Use the Queue‑wise Stats Summary report in CX. |
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Use the Channel Stats Summary report in CX. |
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Use the Conversation Volume by Disposition report in CX. |
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Will not be available with the current reporting parameters in the newer version. Can discuss the possibilities later on. |
Integrations
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Status in Expertflow CX |
Notes |
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Cisco Contact Center (UCCE/UCCX) |
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3.x supported Cisco CC. CX continues this, including multi‑leg call recording and Cisco Agent sync. |
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Rasa bot |
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3.x supported Rasa 1.4.5. CX supports modern Rasa via Studio and connectors. Exact version support should be confirmed. |
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Articulate bot |
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3.x tested with Articulate. CX focuses on its own Studio and mainstream bot frameworks. |
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CRM or CTI embeddings (USD, etc.) |
Different model |
3.x’s gadget‑style embeddings do not carry over. CX prefers browser‑based embeddings and APIs. |
Integrations available with CX only
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Email systems (IMAP/SMTP) |
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Quality management and recording |
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Security, SSO, and 2FA |
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3.x had environment‑based SSO flags. CX adds 2FA, secure API gateway (APISIX), IP‑based rate limiting, and token‑based auth. |
Architecture, Performance, and Deployment
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Dimension |
3.x |
CX |
Migration / Positioning Note |
|---|---|---|---|
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Deployment model |
Docker‑based, single solution |
Microservices, containerized, CCaaS/on‑prem |
Frame as a platform upgrade |
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Tenant model |
Single‑tenant per HC instance |
Multi‑tenant (from CX 5.0) |
Better for service providers |
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HA & Scalability |
Up to ~5000 active chats; some HA limitations |
Designed for higher scalability & resilience |
Validate capacity per customer |
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Security & APIs |
Basic signatures & controls |
Hardened API gateway, 2FA, rate limiting, token auth |
Strong security story |
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Data & DB |
Limited flexibility |
External Mongo replica sets, message‑level ETL |
Enables advanced reporting |