HC 3.x vs Expertflow CX - Features Comparison

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

Channels in 3.x	Expertflow CX	Notes
Web Channel		See Web Channel Capabilities for details.
WhatsApp		Available In Expertflow CX via Dialog360 and Twilio
Facebook SM		Available In Expertflow CX, see Facebook Social Media Capabilities
Facebook DM		Available in Expertflow CX, see Facebook Direct Message Capabilities
Viber		Tentative Release Timelines: ONLY on Customer Request
Twitter		Twitter Chat is available in Expertflow CX
SMS Via Twilio		Available in Expertflow CX
SMS Via SMPP		Available in Expertflow CX

Web Channel Capabilities

Channel Capabilities in 3.x	Expertflow CX	Notes
Plain text
Emoji
The browser and sound notifications
Hyperlinks (URL)
Structured Messages (Button Messages)
Video Message
Image Message
File Message
System Notifications
Download Transcript
Business Calendar integration
Callback

WhatsApp Channel Capabilities

Capabilities in 3.x	Expertflow CX	Notes
Plain text
Emoji
Buttons Message
Video Message
Image Message
File Message
URL Message
Location Message
Audio message
WhatsApp Integration via Twilio
WhatsApp Integration via 360Dialog

Facebook Channel Capabilities

Capabilities in 3.x	Expertflow CX	Notes
Plain Text Comment
Reply a Comment
Like a Comment
Hide a Comment
Delete a Comment
View Full Post
Photo Message
Emoji
Carousel Message
Buttons Message
Video Message
Image Message
File Message
URL Message

Agent Capabilities

Capabilities in 3.x	Expertflow CX	Notes
Log in with local users
Login with Cisco
Agent States		Global state/ parent state where an agent can only be in Ready or, in Not Ready state
Conference		Supported only with Queue Conference
Transfer		Supported only with Queue Transfer
Whisper Messages to other agents		Ability to send whisper messages only to the conversation participants, i.e. agents who are already added to the conversation
Session Attached Data		Called Channel Session Data in Expertflow CX
Send and receive Emojis
Send and receive files (Images, Videos, Documents, etc.)
Auto response based on bot confidence		In roadmap
Language Translations
RTL, LTR support
View the Participants List in the chat
Hand Raise to Supervisors for help		Excluded. Agents to use consult instead
Wrap up		With standalone wrap-up activities, no wrap-up timer and state is available but is planned in Q3, 2023
Outbound Chat		Available with WhatsApp Template Messages for now
RONA
Message Formatting
Knowledge Base Integration		Not decided yet

Supervisor Capabilities

Capabilities in 3.x	Expertflow CX	Notes
Active Chats		Called, the "Active Conversation Details" dashboard in Expertflow CX, See Supervisor Guide for more details.
Queue Stats Dashboard		Called, "Summary Dashboard" and "Queued Conversation Detail" in Expertflow CX. See the Supervisor Guide for more details.
Silent Monitoring/Barge-In		Available in Expertflow CX. See the Supervisor Guide for more details.
Whisper Messages to Agents		Send whisper messages to agents who're a part of the conversation
Supervisor Announcements		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.

Reports in 3.x	Status in Expertflow CX	Notes
Agent Availability	AVAILABLE	For details, see Reports -> Agent Availability Report
Agent Productivity by Queue	AVAILABLE	For details, see Reports -> Agent Productivity by Queue
Agent Chat Leg Detail	AVAILABLE	Also known as, "Agent Task Detail" in Expertflow CX
Chat Volume by Queue	AVAILABLE	For details, see Reports -> Queue-wise Stats Summary
Chat Volume by Channel	AVAILABLE	For details, see Reports -> Channel Stats Summary
Chat Volume by Bot	AVAILABLE	For details, see Reports -> Conversation Volume by Disposition
Agent Productivity by Channel	NOT AVAILABLE	Will not be available with the current reporting parameters in the newer version. Can discuss the possibilities later on.