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Key Concepts

Customer Channels

Web Channel

Web Chat Admin Guide
Components of the Web-init Widget

WhatsApp

Facebook Direct Message

Facebook-Social Media

SMS/MMS Via Twillio

Voice channels

WebRTC

CX-Voice

Agent Call Handling Capabilities

Agent Controls

Agent Capabilities

Login to AgentDesk
Change Agent State
Browser and Sound Notifications
Accept A Conversation
Join Pull-based Requests
View and Update A Customer Profile
Handle A Conversation
Transfer and Conference
Change AgentDesk Language
Apply Wrap-up and Add Notes
Leave Conversation
Handling Multi-channel Conversation
Make a Manual Outbound Contact
Logout

Supervisor Controls

Monitor Dashboards
Silent Monitoring
Barge in
Team Announcements
Customer Schema
Create New Customer Labels
End PULL-based Requests

Conversation Control

Customer Identities
Controller bot
Conversation Data

CX Activities

Activities
Actors / Conversation Participants

Routing Engine

Precision Routing

Media Routing Domain
Agent Task/Routing Task
Routing Attribute
Agents-Queues Mapping
Queue
Use case with Push-based Routing

Pull-mode Requests

Pull-mode Workflow
Use case with Pull-based Routing

Pull-mode vs Precision Routing
Routing Engine Developer Guide
Queue Flushing API
Route Re-initiated Chats
Queue Wait Time And Position
Priority Routing

Solution Architecture

Developer Guides

Integration Architecture

CIM Messages

CIM Plain Text Message

CIM Media Messages

Send a Media message

CIM Contact Message
CIM Location Message
CIM Button Message
CIM URL Message
WrapUp Message
Delivery Notification Message
Notification Message
Whisper Message
Deleted Notification

Channel Connector Developer Guide

Register Channel Connector
Channel Connector Configuration
Messages

Agent Desk Developer Guide

Socket Events

addPullModeSubscribedListRequests
agentPresence _
changeAgentState
connect_error
directTransferRequest
directConferenceRequest
deletePullModeRequest
errors
joinPullModeRequest
JoinAsSilentMonitor
onCimEvent
onChannelTypes
.JoinAsBargin
onPullModeSubscribedListRequest
onPullModeSubscribedList
onTopicData
revokeTask
pullModeSubscribedListRequests
publishCimEvent
removePullModeSubscribedListRequests
topicUnsubscription_
taskRequest
topicSubscription
topicClosed
subscribePullModeList
socketSessionRemoved
topicUnsubscription
unsubscribePullModeList

Exchange CIM Message

Bot Connector Developer Guide

Register Custom Bot
Custom Connector-Bot Communication
Conversational IVR

Forms Developer Guide

Form APIs

Create Form
Delete Form
Get Form Validations
Get Form
Update Form

Third Party API Guide

Conversations API (3rd-party apps)
Push Recording Link

conversationParticipant
AgentPresence
channelSession
channelData
channelSessionState
CC User
ChannelConnector
ChannelConfig
ChannelType
customer
ParticipantType
Participant
ParticipantRole
Tenant
Channel

Object Model Upgradation

OM [Release Number]

CX Events and Activity Types
Controller Bot Training

Channel Session Data Update User Guide

Channel Session Update Data API

Controller Training Documentation
Keycloak Error Responses Guide
IVR Aggregated Activites API Guide

Deployment Guides

Deployment Architecture

Kubernetes Deployment - Getting Started

K3s Pre-Deployment & Installation Guide

K3S Single-Node Installation ( Without HA )
K3S Multi-Node Installation ( Without HA )
K3s Deployment in High Availability
K3s Uninstallation

RKE2 Pre-Deployment & Installation Guide (Single & Multi Node)

RKE2 Single-Node Installation ( Without HA )
RKE2 Multi-Node Installation ( Without HA )
RKE2 uninstallation

RKE2 High Availability Pre-Deployment & Installation Guide

RKE2 Deployment in High Availability With Kube-VIP
RKE2 Deployment in High Availability with DNS
RKE2 Deployment in High Availability With Nginx/HAProxy
NTP server installation Guide

MicroK8s Single-Node Deployment

uninstall microk8s Single-Node

Storage Solution - Getting Started

Longhorn Deployment Guide

Volume Cloning Procedure
Volume Expansion
Volume Detaching

Cloud Native Storage Solution for Kubernetes using Rook/Ceph

Node Affinity and Node Selector

OpenEBS Local Storage Solution

Expertflow CX Deployment on Kubernetes

CIM uninstallation
Collection Removal from MongoDB
Developer Instructions for maintaining the Kubernetes Manifests
Recording Component Deployment

Post Deployment Administration

Web-init Widget Deployment Guide

Web-Init Widget Deployment

Log retention on Kubernetes
HA Control-Plane Node Failover
ETCD Server Administration in K3s
Retrieving a Lost Docker Image Tag from a k3s Cluster

ETCD Server Administration in RKE2

Replace a failed control plane node RKE2

Configuration Guides

Upgrade Guide

Expertflow CX Upgrade Guide 4.2 to 4.3
Expertflow CX Upgrade Guide CX-4.1- CX4.2

Expertflow CX Upgrade Guide 4.0-4.1

Script to upgrade Permissions in existing realm
Script to Upgrade the realm with users being intact

Expertflow CX Upgrade Guide CX-4.3 to CX-4.3_f-CIM-8242
Expertflow Cx Upgrade Guide

Deployment of Solution Monitoring Components
Kubernetes Backup/Restore using Velero
KONG & KONGA Deployment

ArgoCD

ArgoCD installation ( Without HA )
CIM Deployment on ArgoCD

Geographical Disaster Recovery for EF-CX on Kubernetes
Helm Deployment of Grafana-Loki
GoTo PartnerCloud Inception
Deployment of Postgres as a Streaming Standby with an External Repo
Continuous Integration (CI) Jobs for Maven and Node.js Projects

Geographical Deployment of Expertflow CX with Redundancy

Helm chart change logs

HA Testing Obsevations
Expertflow CX Deployment Kubernetes on Digital Ocean
Expertflow CX Deployment on DigitalOcean Kubernetes
Mongo, PostgreSQL Backup/Restore Procedure for EF-CX on Kubernetes ( manual procedure )

Benzai Logging

Visualizing Logs in ElasticSearch or Grafan-Loki
Banzai Cloud Logging Operator Deployment in Kubernetes
Benzai Logging Operator to ELK or Grafana Loki
benzai Logging operator Flows
Benzai Logging-operator to Syslog

Deploying Grafana

System Administration Guides

Keycloak Configuration

Security and User Permissions

Agent Team

Team Configuration in Keycloak

User Roles

Rasa-X Configuration
Deployment Script Questionnaire
EFCTL Admin Guide
360-Connector Configuration Guide
Facebook Connector - Deployment Guide

Reports Configuration (Superset 2.0)

Update Reports on Superset 2.0
UTC Offset - Reports

Keycloak Client Resource Management Setup
Add Cisco Contact Center as a Voice Channel
Add Cisco Unified Call Manager as a Voice Channel

Telegram Connector Configuration Guide

Telegram App Registration Process

How to Create a Telegram Account

Telegram Bot Creation Guide

How to customise your Telegram Bot
BotFather
Telegram Bot Token
How To get Telegram Bot Token

Telegram Connector Limitations
Telegram Connector Configuration in Unified Admin Console

Twitter Connector Configuration Guide
.Twilio Connector Configuration vCX-4.3

Voice Channel Configuration Guide

CX Voice Configuration Guide
Adding Agent Extensions for CX Voice
Updating CIM Environment Variables for CX Voice

Cisco Voice Channel Configuration Guide

Cisco Voice Channel Configuration Guide for CX4.2

Limitation/Issues in Cisco Integration in CX4.2

Limitation/Issues in Cisco Integration For CX4.0,CX4.1
Consult Call Case Technical Solution
CTI JS Library & MRD Config On Agent Desk For Voice
CTI JS Library Configs on Unified Admin
Voice Channel Configuration Limitations/Issues

Keycloak realm and users Bootstrapping for EF-CX
Instagram Connector Configuration & Deployment Guide
SMPP Configuration Guide
Keycloak User's Teams Configuration
Keycloak Teams Permission Setup
Upgrade Guide for Routing Manager Role:
Logs Traversal Guide
MYSQL SSL Connection Configuration for Reporting

User Guides

Unified Admin Guide
Agent Guide
Agent States
Supervisor Guide

Reports

Agent State Analysis Report
Agent Productivity By Queue
Queue Flushed Conversation Count
Agent Availability Report
Agent Task Detail
Wrap-up Summary
Channel Stats Graph
Transferred Tasks per Queue
Conversation Volume by Disposition
Queue Stats Today
Queue-wise Stats Summary
Historical Conversation Summary
Channel Stats Summary
Conversation Detail
Channel Session Detail
Reporting Database Schema
Agent Task Disposition

Key Reporting Concepts

SLA Calculations

CX Historical Reports- Supporting Tables

Security

Agent Authorization with AgentDesk
Cloud Security
AgentDesk Permissions - Resource, Scope & Groups Mapping

Compliance

OWASP Top Ten

Security Features
Identity and Access Management

Forms

Sample Forms

Expertflow CX Data Sheet
Scheduled Activities - Solution Design

Integrations

Cisco voice channel

Cisco Contact center integration
Cisco JTAPI integration

HC 3.x vs Expertflow CX - Features Comparison
CX Release History

CX Release Notes

CX4.3 Planned Issues

Breadcrumbs

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Expertflow CX
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Forms Developer Guide
Form APIs

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Delete Form

This API allows you to delete a form.

The endpoints, properties and code examples are given as follows:

https://expertflow-docs.atlassian.net/wiki/plugins/servlet/confluence/placeholder/unknown-macro?name=sp-tabs&locale=en_GB&version=2

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