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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

(tick) 

See Web Channel Capabilities for details.

WhatsApp

(tick)

Available In Expertflow CX via Dialog360 and Twilio

Facebook SM

(tick)

Available In Expertflow CX, see Facebook Social Media Capabilities

Facebook DM

(tick)

Available in Expertflow CX, see Facebook Direct Message Capabilities

Viber

(error)

Tentative Release Timelines: ONLY on Customer Request

Twitter

(tick)

Twitter Chat is available in Expertflow CX

SMS Via Twilio

(tick)

Available in Expertflow CX

SMS Via SMPP

(tick)

Available in Expertflow CX

Web Channel Capabilities

Channel Capabilities in 3.x

Expertflow CX

Notes

Plain text

(tick)


Emoji

(tick)


The browser and sound notifications

(tick)


Hyperlinks (URL)

(tick)


Structured Messages (Button Messages)

(tick)


Video Message

(tick)


Image Message

(tick)


File Message

(tick)


System Notifications

(tick)


Download Transcript

(tick)


Business Calendar integration

(error)


Callback

(error)


WhatsApp Channel Capabilities

Capabilities in 3.x

Expertflow CX

Notes

Plain text

(tick)


Emoji

(tick)


Buttons Message

(tick)


Video Message

(tick)


Image Message

(tick)


File Message

(tick)


URL Message

(tick)


Location Message

(tick)


Audio message

(tick)


WhatsApp Integration via Twilio

(tick)


WhatsApp Integration via 360Dialog

(tick)


Facebook Channel Capabilities

Capabilities in 3.x

Expertflow CX

Notes

Plain Text Comment

(tick)


Reply a Comment

(tick)


Like a Comment

(tick)


Hide a Comment

(tick)


Delete a Comment

(tick)


View Full Post

(tick)


Photo Message

(tick)


Emoji

(error)


Carousel Message

(error)


Buttons Message

(error)


Video Message

(tick)


Image Message

(tick)


File Message

(tick)


URL Message

(tick)


Agent Capabilities

Capabilities in 3.x

Expertflow CX

Notes

Log in with local users

(tick)


Login with Cisco

(tick)


Agent States 

(tick)

Global state/ parent state where an agent can only be in Ready or, in Not Ready state

Conference

(tick)

Supported only with Queue Conference

Transfer

(tick)

Supported only with Queue Transfer

Whisper Messages to other agents

(tick)

Ability to send whisper messages only to the conversation participants, i.e. agents who are already added to the conversation

Session Attached Data

(tick)

Called Channel Session Data in Expertflow CX

Send and receive Emojis

(error)


Send and receive files (Images, Videos, Documents, etc.)

(tick)


Auto response based on bot confidence

(error)

In roadmap

Language Translations

(tick)


RTL, LTR support

(tick)


View the Participants List in the chat

(tick)


Hand Raise to Supervisors for help

(error)

Excluded. Agents to use consult instead

Wrap up

(tick)

With standalone wrap-up activities, no wrap-up timer and state is available but is planned in Q3, 2023

Outbound Chat

(tick)

Available with WhatsApp Template Messages for now

RONA

(tick)


Message Formatting

(tick)


Knowledge Base Integration

(error)

Not decided yet

Supervisor Capabilities

Capabilities in 3.x

Expertflow CX

Notes

Active Chats

(tick)

Called, the "Active Conversation Details" dashboard in Expertflow CX, See Supervisor Guide for more details.

Queue Stats Dashboard

(tick)

Called, "Summary Dashboard" and "Queued Conversation Detail" in Expertflow CX. See the Supervisor Guide for more details. 

Silent Monitoring/Barge-In

(tick)

 Available in Expertflow CX. See the Supervisor Guide for more details.

Whisper Messages to Agents

(tick)

 Send whisper messages to agents who're a part of the conversation

Supervisor Announcements

(tick)

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.

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