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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
onChannelTypes
topicSubscription
agentPresence_
socketSessionRemoved
revokeTask
topicUnsubscription
onPullModeSubscribedListRequest
onCimEvent
topicUnsubscription_
deletePullModeRequest
publishCimEvent
taskRequest
JoinAsSilentMonitor
unsubscribePullModeList
removePullModeSubscribedListRequests
changeAgentState
directConferenceRequest
subscribePullModeList
addPullModeSubscribedListRequests
directTransferRequest
joinPullModeRequest
onTopicData
topicClosed
connect_error
errors
onPullModeSubscribedList
pullModeSubscribedListRequests
JoinAsBargin
consultRequest
closeWrapup
pauseConversation
resumeConversation
joinAsWhisper
consultConferenceRequest
consultTransferRequest
agentAssistanceRequestPlaced
agentAssignedForAssistance
consulTransferRequestSuccess
wrapupTimerStarted
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
Channel Stats Graph
Channel Session Detail
Agent Task Detail
Conversation Detail
Agent Productivity By Queue
Transferred Tasks per Queue
Queue Stats Today
Wrap-up Summary
Historical Conversation Summary
Conversation Volume by Disposition
IVR Summary Report
Answered Chats in Time Intervals
Agent Not Ready Detail
Agent Not-Ready Summary
IVR Detail Report
Agent State Analysis Report
Channel Stats Summary
Agent Availability Report
Multichannel Session Detail
Agent Performance Report
Repeated Caller Report
Evaluation Volume
Skills Assessment
Evaluator Comparison
Team Comparison
Agent & Team Leaderboard
Campaign Summary
Connected Calls Detail
Campaign Calls Detail Report
Dialing & Success Rate Summary - Campaign Wise
WebRTC Detail Report
WebRTC Summary Report
Outbound Summary Report
Agents' Summary Report
Queue Flushed Conversation Count
Queue-wise Stats Summary
Questions' Summary Report
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
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Voice Recording Solution
Voice Recording Solution
