CX Release Notes

CX4.10

Maintenance releases of CX4.10 will be available until 13 Aug 2028

QA PASSED

13 Aug 2025

This release delivers a wide range of enhancements across CX, data, UI, and platform performance. Key updates include LinkedIn integration, a redesigned Form Builder experience, and support for initiating WebRTC audio/video calls. CX and Eleveo now support multi-leg call recording, while Cisco Agent and Teams benefit from one-way sync.
Conversation Studio replaces the Conversation Controller, and dashboards see real-time performance improvements. Historical stats (SLA, AHT, AWT) are now calculated via ETL jobs, and Conversation Search APIs have migrated to GraphQL.

Security and session handling are strengthened with encryption at rest for CX messages, secure messaging via EventBroker, secure transcript URLs, and persistent sessions using refresh tokens. Agents can now be force-logged out, pause conversations, and view active session data.

UI enhancements include auto-expanding panels, RTL support, plus updates to Quality Management with real-time alerts, and upgraded reporting through gold query campaigns and new EF data pipelines.

The LinkedIn channel now shows customer names, giving agents better context during interactions. Access tokens refresh automatically upon expiration, so there’s no need for manual reauthentication or downtime. The "View Full Post" feature supports multiple image attachments and video content, making it easier to review posts in full. Agents can also reply directly to LinkedIn comments within threaded conversations, keeping engagement clear and organized.

Enables business administrators with comprehensive control over form creation, management, and utilization. This offers flexible options to introduce new question types, structure content using sections, and assign weighted scoring to responses, which elevates both user experience and the depth of data insights.

Introduces WebRTC functionality to the Expertflow CX platform, enabling customers to initiate direct voice and video communication with agents using standard web browsers.

Introduces end-to-end support for multi-leg call recordings within the CX, spanning both the Agent Desk (CX) interface and the Voice Recording System (VRS). This enhancement ensures full traceability across complex call flows while supporting secure and role-based access for agents.

This enables smooth integration between Cisco and CX by syncing Cisco users and teams into the CX. This synchronization ensures that key CX components, such as Quality Manager (QM), Campaigns, or any outbound flows, can operate smoothly using up-to-date Cisco data.

Introduces a validation mechanism that restricts each customer to a single survey submission per interaction. This provides feedback by preventing duplicate or multiple submissions associated with the same interaction.

A major enhancement to our CX platform – the introduction of Conversation Studio, a powerful Node-RED–based visual flow editor that gives administrators greater control, visibility, and flexibility in managing customer conversations across chat, social media, voice, and video channels.

Previously, conversation orchestration logic – such as bot vs agent routing, VIP customer handling, greeting decisions, priority routing, and more – was embedded within a Python-based conversation controller. While effective, it required custom development for every logic change.

With Conversation Studio, we are now empowering administrators and solution engineers with a low-code, drag-and-drop interface to visually define and manage conversation flows – without needing to write or modify Python code.

The backend now processes raw events as they arrive and pre-computes key statistics on the fly, storing them in Redis for instant access. By serving these pre-calculated metrics directly to clients, the system avoids recalculating stats on every API request, reducing redundant computation, network overhead, and Redis load. This enhancement ensures dashboards remain fast and responsive, even when multiple users access them simultaneously under heavy load, significantly improving the reliability of real-time monitoring.

Historical dashboard performance has been improved by replacing direct database queries with pre-calculated summary tables. ETL jobs now aggregate key metrics (SLA, AHT, AWT) and store them in a dedicated summary table, which the real-time reporting service uses to serve Grafana requests. This eliminates heavy raw SQL queries with multiple JOINs, reduces CPU load on the historical database, and removes exposure to potential SQL injection risks. Additionally, a 5-minute caching layer has been introduced to prevent repeated queries on every refresh, ensuring faster dashboards and more efficient resource usage.

Transits all Conversation search operations from REST APIs to a unified GraphQL endpoint to enhance query flexibility, allowing clients to search a conversation based on flexible search criteria using conversation attributes. API Link

ExpertFlow’s Bulk Customer Upload feature enables CX administrators or third-party applications (via API) to import large volumes of customer profile data into the system using CSV files. A UI based flow is introduced where the administrator can upload a CSV file, map mandatory and optional customer schema attributes with CSV columns, and view the status of the file uploading process. API Link

A new “Reserved” state has been introduced within the channel category to more accurately reflect the agent’s status during the task offering process. Previously, agents transitioned directly from Ready to Active, with no intermediary state to represent the moment when a task/chat had been offered but not yet accepted. The Reserved state now fills this gap by indicating that an agent has been reserved on a specific channel category and is awaiting task acceptance. This state is visible on the Agent Desk, real-time dashboards, and CX reports, ensuring clearer visibility and more accurate tracking of agent availability and task lifecycle.

To ensure a smooth transition between release versions, this release introduces enhanced support for maintaining environment-specific configurations during upgrades.

Expertflow CX implements an encryption/decryption mechanism for the body of CX messages, strengthening data security across the communication pipeline and complying with key security standards, including GDPR, HIPAA, PCI-DSS, FISMA/FIPS, PIPEDA, ISO/IEC 27001, and SOC 2. This improves data protection for sensitive communication payloads and reduces the risk of unauthorized access or tampering.

This feature is experimental. By default, this feature is disabled and can be enabled via a feature flag.

Enforces authentication on the EventBroker layer, ensuring only verified clients can establish connections. All EventBroker clients have been updated to support authenticated access, enhancing trust and security in inter-service messaging.

Supports Transport Layer Security (TLS) for EventBroker connections to secure message payloads during transit. Also extends corresponding client configurations to enable TLS, aligning with the encrypted EventBroker setup.

Provides an updated transcript URL generation mechanism at the end of a conversation session to strengthen privacy and protect customer data. This implementation enhances the protection of PII, prevents unauthorized access to customer metadata via shared URLs. This aligns with privacy-first design standards and secure data handling practices.

Enforces a secure refresh token mechanism in the Angular-based CX frontend applications to support uninterrupted session continuity. This implementation eliminates unexpected logout disruptions, strengthens security with a token-based renewal strategy, and delivers a smooth, user-friendly experience for active sessions.

Supervisors can now view their conversations directly from the Ongoing Conversations Details dashboard. This update enhances self-monitoring capabilities by allowing supervisors to view his own ongoing conversation on the dashboard.

Enables a contact center supervisor to forcibly logout any agent, regardless of the agent’s current state, be it Ready, Not Ready, in a conversation, Consult, Conference, or Handling Multiple Conversations.
This is available for supervisors on the Available Agents Detail Dashboard.

This feature empowers business administrators with granular control over the options available to agents within the interface. Rather than relying on hardcoded selections, agents will now only see choices explicitly configured by admins in the Agent Settings panel. Configuration guide

Sends the following events (actions performed by the supervisor) to CRM, so that they can perform the action based on events.

• Silent monitor

• Whisper

• BargeIn

When a conversation begins, the right panel now automatically expands and loads essential tabs such as Customer Info and Conversation Data, Form Data to provide agents with immediate access to key contextual details for faster, more informed engagement.

To streamline agent workflows and eliminate manual navigation, the right-side panel now opens automatically when a conversation is answered or accepted. This enhancement ensures that customer information is instantly visible, allowing agents to engage from the start.

To improve clarity during multi-chat handling and streamline post-chat actions, the wrap-up window now displays the customer’s name when a chat ends. This enhancement enables agents to quickly identify which customers dropped off, ensuring smoother follow-up and better session management.

The wrap-up window now shows previously selected work codes even if the agent clicks “Leave Without Wrap-up.” This allows agents to review and confirm entries made during the conversation. The recorded wrap-up also appears in reports.

Adds a toggle in Agent Desk Settings within Unified Admin that enables agents to view active session data during conversations in the right panel. The setting saves automatically and controls application behavior as configured. Also renamed “Active Channels” to “Active Sessions” for clarity.

Renames the "Media Channels" tab to "Channel Identifiers" for clearer labeling. This enhancement also hides any empty channel fields in this section to keep the interface clean and focused. 

Renames the contact icon tooltip in the customer list from “Start Conversation” to “View Profile and Conversation History” to better reflect its purpose and improve clarity.

Adds support for right-to-left (RTL) languages to the customer widget and agent desk, improving accessibility and usability for customers who interact in RTL languages such as Arabic and Urdu.

Pressing the “Load More” button during a conversation now preserves the current message position while loading earlier messages, ensuring a smooth scroll experience and uninterrupted message flow.

Define the performance threshold that triggers alerts for low-scoring evaluations. This ensures that Quality Managers are promptly notified of conversations requiring immediate attention. The business can manage low-scoring evaluation alerts, sent to Quality Managers, either in real-time for individual reviews or as bulk summaries at set intervals. All alert settings can be managed through a dedicated configuration tab, offering flexibility and control over notification preferences.

 Enhance the API to get paginated reviews to filter reviews based on the following parameters:

• Review ID

• Review score with the below comparison operators:

  • Greater Than

  • Less Than

Restructures and manages reporting packages to ensure better traceability and alignment with the CIM-Solution repository.
The reporting package for version 4.10 has been uploaded to the appropriate skeleton branch. The file path in the Deployment Guide has been revised to reflect the new location, streamlining the deployment reference process.

 Introduces the following reports for Quality Management

• Agent and Team Leaderboard

• Evaluator Comparison

• Team Comparison

• Skills Assessment

• Evaluation Volume

Integrates campaign data into the data platform using gold layer queries to ensure refined, business-ready output for reporting and analytics. Also, precomputes campaign data to optimize performance.

Updates following campaign reports using gold queries on the backend.

• Campaign Summary

• Connected Calls Detail

• Campaigns Call Detail

• Dialing and Success Rate Summary

Introduces the following pipelines into the EF Data Platform

• Cisco Agent Team One-way Sync

• Grafana SLA and AWHT queries

• Customer Bulk Upload

• Quality Management

• Campaign gold queries with a 15-minute interval