It's a working document and is updated with every Service Release leading to CX 4.2. The main purpose of this document is to highlight features that were available in HC 3.x but not yet added to Expertflow CX. For an overall list of features of Expertflow CX, see Release Notes.
Customer Channels
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Channels in 3.x |
Expertflow CX |
Notes |
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Web Channel |
See Web Channel Capabilities for details. |
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Available In Expertflow CX via Dialog360 and Twilio |
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Facebook SM |
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Available In Expertflow CX, see Facebook Social Media Capabilities |
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Facebook DM |
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Available in Expertflow CX, see Facebook Direct Message Capabilities |
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Viber |
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Tentative Release Timelines: ONLY on Customer Request |
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Twitter Chat is available in Expertflow CX |
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SMS Via Twilio |
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Available in Expertflow CX |
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SMS Via SMPP |
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Available in Expertflow CX |
Web Channel Capabilities
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Channel Capabilities in 3.x |
Expertflow CX |
Notes |
|---|---|---|
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Plain text |
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Emoji |
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The browser and sound notifications |
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Hyperlinks (URL) |
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Structured Messages (Button Messages) |
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Video Message |
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Image Message |
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File Message |
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System Notifications |
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Download Transcript |
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Business Calendar integration |
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Callback |
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WhatsApp Channel Capabilities
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Capabilities in 3.x |
Expertflow CX |
Notes |
|---|---|---|
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Plain text |
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Emoji |
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Buttons Message |
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Video Message |
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Image Message |
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File Message |
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URL Message |
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Location Message |
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Audio message |
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WhatsApp Integration via Twilio |
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WhatsApp Integration via 360Dialog |
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Facebook Channel Capabilities
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Capabilities in 3.x |
Expertflow CX |
Notes |
|---|---|---|
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Plain Text Comment |
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Reply a Comment |
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Like a Comment |
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Hide a Comment |
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Delete a Comment |
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View Full Post |
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Photo Message |
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Emoji |
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Carousel Message |
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Buttons Message |
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Video Message |
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Image Message |
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File Message |
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URL Message |
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Agent Capabilities
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Capabilities in 3.x |
Expertflow CX |
Notes |
|---|---|---|
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Log in with local users |
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Login with Cisco |
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Agent States |
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Global state/ parent state where an agent can only be in Ready or, in Not Ready state |
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Conference |
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Supported only with Queue Conference |
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Transfer |
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Supported only with Queue Transfer |
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Whisper Messages to other agents |
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Ability to send whisper messages only to the conversation participants, i.e. agents who are already added to the conversation |
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Session Attached Data |
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Called Channel Session Data in Expertflow CX |
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Send and receive Emojis |
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Send and receive files (Images, Videos, Documents, etc.) |
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Auto response based on bot confidence |
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In roadmap |
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Language Translations |
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RTL, LTR support |
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View the Participants List in the chat |
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Hand Raise to Supervisors for help |
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Excluded. Agents to use consult instead |
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Wrap up |
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With standalone wrap-up activities, no wrap-up timer and state is available but is planned in Q3, 2023 |
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Outbound Chat |
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Available with WhatsApp Template Messages for now |
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RONA |
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Message Formatting |
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Knowledge Base Integration |
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Not decided yet |
Supervisor Capabilities
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Capabilities in 3.x |
Expertflow CX |
Notes |
|---|---|---|
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Active Chats |
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Called, the "Active Conversation Details" dashboard in Expertflow CX, See Supervisor Guide for more details. |
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Queue Stats Dashboard |
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Called, "Summary Dashboard" and "Queued Conversation Detail" in Expertflow CX. See the Supervisor Guide for more details. |
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Silent Monitoring/Barge-In |
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Available in Expertflow CX. See the Supervisor Guide for more details. |
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Whisper Messages to Agents |
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Send whisper messages to agents who're a part of the conversation |
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Supervisor Announcements |
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Available in Expertflow CX. See SupervisorSupervisor Guide Guide for more details |
Reports Available in Expertflow CX
The specifics of some of the reports may differ from the previous version.
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Reports in 3.x |
Status in Expertflow CX |
Notes |
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Available |
For details, see Reports -> Agent Availability Report |
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Available |
For details, see Reports -> Agent Productivity by Queue |
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Available |
Also known as, "Agent Task Detail" in Expertflow CX |
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Available |
For details, see Reports -> Queue-wise Stats Summary |
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Available |
For details, see Reports -> Channel Stats Summary |
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Available |
For details, see Reports -> Conversation Volume by Disposition |
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Not Available |
Will not be available with the current reporting parameters in the newer version. Can discuss the possibilities later on. |