CX Release History

CX 4.6

• Forms Revamp

• CX Surveys

• Outbound Campaigns

• Performance Improvements (Return/Repeat Customer Identification API)

• Reporting Enhancements

QA PASSED

CX4.10.1.1

Adds (.eml) attachment support for MS Exchange Email, lets business edit Facebook comments, and hides/unhides Facebook/Instagram comments directly in CX.

Additionally, fixes multiple stability issues, including chat status synchronization, Conversation Studio memory leaks, Direct Transfer/Consult routing and re-presentation, display email attachment, and more reliable email handling during MS Exchange failover.

CX4.10.1.2

Resolves MS Exchange inline image issues, corrects multilingual email encoding errors, and introduces configurable socket message payload sizing in Agent Manager.

CX4.10.3.1

Includes improved conversation data retrieval speed and introduced better Instagram message type identification for more accurate routing and analytics. This release also resolves issues with conversation routing after the Routing Engine restarts, ensures reliable processing of team announcements, prevents agent desk refreshes and draft losses caused by large email images, and enhances system stability when handling invalid data.

CX4.10.5

Includes CX platform security with service-based database accounts, Vault-backed credential management, and masking of sensitive connector fields, while expanding Quality Management with screen recording and real-time agent alerts. Also delivers major customer widget and web channel enhancements, including multilingual and encoding fixes, searchable pre-chat dropdowns, and dynamic custom fields.
Alongside resolves critical fixes for 2FA login flows, SMS auto-close behavior, outbound call MRD handling, Facebook comment truncation, and email/image rendering issues in the MS Email Connector and Agent Desk.

CX5.1.0

Extends multi-tenant support beyond 10 tenants with improved tenant‑level authentication and branding.

Enhances the voice experience with improved manual outbound call tracking, predictive dialling for campaigns, and introduces multi‑reply post‑call SMS surveys. Delivers a refreshed, more consistent Agent Desk user experience (dark theme, conversation view, identity, display, and notifications)

Standardises Fluentbit-based centralised logging and audit trails, and migrates campaign reporting gold tables to DBT without breaking existing reports. Adds new GraphQL APIs for activity search and screen recording support.

25 Sep 2026

Enhances Quality Management with new review, scoring, and export options, and notifies agents in AgentDesk when their evaluations are completed. Simplifies contact uploads for recurring dialer campaigns. Adds scheduled storage cleanup to the CX Data Platform and fixes issues in campaign dialing and QM reporting.

15 Sep 2026

Enables API gateway authorization by default across the platform starting this release, closing remaining authorization gaps across Conversation Manager, Customer Widget, Quality Management, the QM Connector, the CX Data Platform, and the web widget's business calendar. Tenants with custom integrations calling these APIs directly should review authentication requirements before upgrading.

Adds delivery status tracking for outbound campaign replies across five channels: X (Twitter), LinkedIn, Instagram, Facebook, and SMPP, giving campaign operators visibility into successful, failed, and bounced sends. Also strengthens outbound calling-time compliance for contacts whose phone number maps to more than one region, requiring every matching region to be within its allowed calling window before dialing.

Improves AgentDesk with team-based channel visibility across outbound engagement channels: Voice, SMS, WhatsApp, and Email, and refined active-conversation filtering on dashboards.

Also resolves a broad set of stability and usability issues: SLA timer accuracy, comment/DM visual distinction, outbound email availability, VRS connectivity, Realtime Reports crashes and memory errors, dashboard display bugs, queue routing and admin API access errors, Twitter transcript rendering, and outbound call error visibility.

01 Sep 2026

Adds a trusted timezone source for outbound compliance checks, delivery status reporting for email campaigns, and a new non-voice opt-out audit report.

Extends AI-generated conversation summaries and sentiment to email conversations, and lets agents choose an outbound sender for manual Voice, SMS, Email, and WhatsApp interactions.

Restricts call recording pause/resume to authorized agents only.

Fixes inconsistent Queue Volume terminology, restricts the Leave Allow button to Admin and Supervisor roles, and fixes a duplicate-contact bug on manual outbound dialing.

21 Aug 2026

Extends campaign opt-out detection across SMS, WhatsApp, and email, and adds regional calling-compliance checks for manually dialed outbound calls. CX Voice preview calls now show the campaign name on the ringing card, and calls get real-time transcription to help agents follow the conversation as it happens.

Post-conversation surveys can now be triggered from web chat and WhatsApp conversations, and CX-Voice inbound calls get a new spoken IVR survey option.

This release also masks credit card numbers and dates of birth in stored customer chat messages, fixes CX-Voice conversations not appearing in Quality Management and the Customer Widget's End Call button, and adds a front/back camera switch for mobile video calls.

11 Aug 2026

Expands outbound campaign capabilities with agent-first Preview dialling for CX Voice, IVR-based outbound campaigns, independently configurable Saturday and Sunday compliance windows, and a new Non-Voice Campaign Report covering Email, SMS, and WhatsApp campaigns.

Introduces Workforce Management (WFM) as a native add-on for Expertflow CX, extending WFM beyond Cisco UCCE with multi-tenant support and EFCX-native adherence tracking. Also extends Quality Management support for Cisco UCCX to a broader range of call scenarios, including hold, transfer, and consult calls.

Includes a fix for a reporting dashboard compatibility error caused by a plugin version mismatch.

04 Aug 2026

Expands outbound campaigns beyond voice. Contact centers can now reach customers over Email, WhatsApp, and SMS using the same Campaign Dashboard and flow builder already used for voice, opening the door to multi-channel outreach without extra tooling. CX Voice Campaigns also gain a new Preview dialing mode, connecting the agent before the customer so every outbound call is deliberate and reviewed in advance.

Introduces pause and resume call recording from Agent Desk, keeping information such as PINs or payment details out of the recording.

Additionally, improves call recording reliability for multi-tenant CX Voice deployments.

28 Jul 2026

Introduces voicemail for private advisor workflows, a unified outbound interaction to consolidate voice, SMS, and WhatsApp into a single workspace in AgentDesk, and campaign priority controls for outbound dialing. The SMPP Connector now self-configures its channel settings on every startup, eliminating manual reconfiguration after restarts.

Additionally, fixes an issue where embedded images in inbound emails from Microsoft Exchange and Gmail were not rendered in AgentDesk.

13 Jul 2026

Extends Quality Management to Cisco UCCX 15, brings Microsoft 365 / Exchange Online support to the Email Connector, delivers a self-service translation management interface for cloud administrators, and resolves key reliability issues in the Workforce Management module.

03 Jul 2026

AI-powered Agent Co-Pilot tools, quality evaluation, regional outbound compliance, platform infrastructure upgrades, and bug fixes.

24 May 2026

Consolidates all improvements and fixes delivered in CX 4.10.8, alongside new capabilities in campaign management.

13 May 2026

Strengthens the Quality Management module with advanced review filters, direct Forms module access for Quality Managers, and updated APIs for improved reliability. Extends channel coverage with Apple App Store review management, enabling agents to receive and respond to app reviews directly from EFCX.

Boosts agent and supervisor productivity with centralised Quick Links, delivers richer conversation experiences with native display support for carousel, form, and list message types directly in AgentDesk.

05 May 2026

Modernises the CX messaging layer by upgrading the message broker from ActiveMQ Classic to Apache ActiveMQ Artemis for improved scalability, reliability, and cloud-native high availability.

Adds media server tenant isolation so each server processes only its assigned tenants.

Refreshes the Agent Desk call controls UI with the latest UX design and introduces configurable home pages per agent. Extends language support to Arabic (with full RTL layout) and Norwegian.

13 Mar 2026

CX4.10.7

Delivers critical fixes for Redis connection stability, real-time reporting on Facebook and Instagram chats, task routing reliability, and Agent Desk behavior during voice calls.

19 Feb 2026

CX4.10.6

Enhances agent productivity and bot compatibility while strengthening data integrity and reporting accuracy.
Also fixes issues causing orphaned agent task entries, missing task dispositions, and inaccurate “Oldest Queued Time” values in dashboards.

30 Jan 2026

CX5.0.3

Adds tenant-level 2FA for Agent Desk and Unified Admin logins.

27 Jan 2026

CX5.0.2

Introduces Google Play Store as a new channel

20 Jan 2026

CX5.0.1

Includes an update to the Email Connector (IMAP/SMTP) to improve compatibility and reliability. Also, delivers critical fixes for 2FA login flows and localisation issues to display Arabic customer names correctly.

24 Nov 2025

CX5.0

CX now supports multi-tenancy, enabling CCaaS providers to host multiple tenants from the same underlying infrastructure securely.

In addition, there are some technical improvements in the core platform stability and maintainability.

04 Nov 2025

CX4.9.6

Introduces key enhancements to the customer widget, including improved survey handling and cleaner menu interactions.

The release also resolves critical issues related to widget layout, mobile connectivity, and agent name display, ensuring a smoother and more reliable user experience.

16 Oct 2025

CX4.6.2

Provides the fix for the incorrect conversation disposition

QA PASSED

01 Oct 2025

CX4.10.3

Includes multi-level pagination, infinite scroll in wrap-up forms, and adds a keyword search bar for quicker wrap-up code selection. Partial form updates streamline minor edits. Adds Agent Hand Raise, allowing agents to request help during ongoing conversations.

Brings a redesigned suite of dashboards for supervisors to gain real-time and historical insights, while agents can monitor their daily metrics and team stats directly within the Agent Desk. Introduces message-level ETL for comprehensive extraction and reporting of all communication data.

Key fixes include accurate email session end reporting, protection of the wrap-up form during admin pod restarts, clearer agent identification through full-name display, and resolution of chat closure issues when the MRD is absent.

QA PASSED

17 Sep 2025

CX4.10.2

Includes an update of all core Java components to the GraalVM JDK 21 (LTS) base image. Additionally, Conversation Studio now supports connections to MongoDB that use self-signed TLS certificates. The update also includes performance fixes.

QA PASSED