Expertflow CX
Expertflow CX is a complete contact center solution for voice, chat and video. It is available as standalone solution and also as update for all customers using HC 4.x and HC3.x.
Topics
Reports
- Queue Flushed Conversation Count
- Channel Stats Graph
- Channel Stats Summary
- Channel Session Detail
- Transferred Tasks per Queue
- Agent Task Detail
- Conversation Detail
- Agent Productivity By Queue
- Agent State Analysis Report
- Agent Availability Report
- Historical Conversation Summary
- Queue Stats Today
- Wrap-up Summary
- Queue-wise Stats Summary
- Conversation Volume by Disposition
- IVR Detail Report
- IVR Summary Report
- Answered Chats in Time Intervals
- Agent Not Ready Detail
- Agent Not-Ready Summary
- 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
Expertflow ETL - Data Platform
- Transformation Rules - ETL Pipelines
- Activities Data Pipeline
- Forms Data Pipeline
- Teams Data Pipeline
- Campaigns Data Pipeline
- Data Migrations
- EF Data Platform Deployment
- Expertflow ETL deployment - A1 (Customized)
- Reporting Connector
- Web RTC Secure Link Generation Data Pipeline
- Cisco Agent & Team Sync Pipeline
- Keycloak Users Pipeline
- QM Data Pipeline
- Troubleshooting Expertflow ETL Data Platform
- Customer Bulk Upload ETL
- Alembic Schema Migration
- Migration of ETL Jobs from Talend Studio to EF Data Platform
- Grafana SLA, AWHT Pipeline
- Upgrade guide from CX-4.9.4 to CX-4.10 for Data Platform
- Technical Solutions/Refinements
- Message Level Data Metrics
- User Manual for Fresh Deployment
Agent Capabilities
- Login to Agent Desk
- Accept a Conversation
- View Conversation Data
- Pause/Resume a 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
- Handle Email Interactions
- 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
- Agent Performance Dashboard
- Handle WebRTC Calls
Deployment Guides
- Deployment Planning
- RKE2 Single Node Deployment
- RKE2 Control plane Deployment
- Air-Gap Install for RKE-2 Kubernetes
- Worker HA
- CX High Availability
- Storage Solution - Getting Started
- TLS enablement for Redis, MongoDB , PostgreSQL and ActiveMQ
- Helm-based Deployment for Expertflow CX
- Monitoring Solution Deployment
- CX Enhancements
- System Administration Guides
- Upgrade Guide
- Geographical Deployment of Expertflow CX with Redundancy
- Create self-signed certificates for ingress
- Health-Check API for CX Components
- CX Deployment on Kubernetes
- nats deployment guide for CX on cloud
- Helm Upgrade Guide
- Upgrade to Mongodb Version 8.x for CX Solution
- QM Connector Deployment Guide-to be reviewed by Sikander/Muneeb
- Oauth2-Proxy Deployment Guide using Helm
- Application Gateway (APISIX) Deployment for EF CX
- Upgrade to Redis version 7.x For EF-CX
- CX-Tenant Component deployment
- End-User Guide: Upgrading MongoDB Replica Set to 8.x for CX Solution ( UNVERIFIED )
- Deployment Guide - Cisco Sync Service
- Encryption at Rest - Configuration Guide
Outbound Campaigns
- Datasheet - CX Campaigns
- User Guide - CX Campaigns
- API Reference - CX Campaigns
- Solution Architecture - CX Campaigns
- Outbound Result Notifications
- Deployment Guide - CX Campaigns
- Reports - CX Campaigns
- DNC Lists
- Conversation Flow for Outbound Dialing Modes
- IVR Campaigns with CX
- Outbound Flows Limitations