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CX Release Notes

CX Performance

CX Performance Test Results

CX End-to-End Performance Test Results

Load Test Strategy
Performance report Cron-job (Reporting Connector)

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

Conversation Studio

Studio Nodes

Multiple active channels per Customer

CX Routing

Precision Routing

Maximum Tasks per Agent per MRD

Agent SLA

Limitations Agent SLA

Customer Inactivity SLA
Task Priority
Agent Task/Routing Task

Distribution Rules

Priority Routing

Priority Routing Config

Route Re-initiated Chats on Priority

Priority Routing and Routing Re-initiated Chats on Priority

Channel Categories (Media Routing Domains)
Queues
Routing Attribute
Agent-Queue Mapping
Queue Wait Time And Position
Queue Flushing API

Task and Task States
Routing Engine Developer Guide

Pull-Mode Routing

Use case with Pull-based Routing

Channel related terms

Embed a Webapp in Agent Desk

Conversation Objects

Room
Conversation
Channel Session
Conversation Data

Forms

Form Builder Schema
Forms and Form Data
Web Published Forms
Post Collaboration Survey (PCS) Activity API Response

Customer Identities

Channels

Digital Channels

Web Channel

Web Widget Admin Guide
Web Widget Configurations
Personalized Agent Information in Customer widget

JavaScript SDK for customer-facing channels

WebRTC

Customer to Agent-WebRTC
Agent to customer WEBRTC connection
WebRTC to SIP

WebRTC for CX (Audio/Video/Screen sharing) on Agent Desk

WebRTC Configuration Guide

WhatsApp

Meta - WhatsApp Cloud API

Meta - Whatsapp Cloud API - Configuration & Deployment Guide

Facebook Direct Message

Facebook-Social Media
Facebook Connector Limitations
Facebook Connector - Configuration Guide

Instagram Social Media

Instagram Direct Message
Instagram Connector Configuration & Deployment Guide

SMS/MMS via Twillio

SMS via SMPP
SMPP Configuration Guide

Viber

Viber Connector Configuration & Deployment

Telegram

Telegram Connector Limitations

Telegram Bot Creation Guide

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

Telegram Connector Configuration in Unified Admin
Telegram Connector Media Types Support

Twitter

Twitter Connector Configuration Guide
Twitter Connector Limitations

Twitter V2 Social Media Connector Configuration Guide

Twitter Social Media Connector Configuration Guide

Twilio Connector Configuration

360-Connector Configuration Guide

Email

Email Configuration Guide

Voice and Video

CX SIP Proxy

CX SIP Proxy Deployment Guide

CX SIP Proxy Installation Guide
Dialplan implementation in EF SIP Proxy
Dialog and Profile replication in a cluster in EF SIP Proxy
Load balancing in EF SIP Proxy through the dispatcher module
HA in EF SIP Proxy

CX Media Server
FreeSWITCH JS API (v3.2.8)
Call Forking Concepts

CX Dialer

Benchmarking for CX Dialer

CX Dialer Deployment Guide

CX Dialer Environment Configurations

Call Progress Analysis

CX Voice Deployment

Releases for CX Voice Components
Media Server Deployment Guide
Voice Connector Deployment Guide
Media Server Configurations for CX Voice
Creating extensions on Media Server
Recording Middle-ware Deployment Guide
Recording Link Uploader Deployment Guide
Media Server Deployment and Configuration Guide (With Azure Transcription Support)
Media Server Deployment and Configuration Guide (With Google Transcription Support)

CX Voice Configuration Guide

Adding Agent Extensions for CX Voice
Updating AgentDesk Environment Variables for CX Voice
Voice Channel Configuration Limitations/Issues

Troubleshooting for CX Voice

Accessing CX Voice Components

CX Voice Upgrade Guides

CX Voice Upgrade to 4.5

CX Voice Upgrade to 4.5.2

CX Voice Upgrade to 4.5.2 for PTCL

CX Voice Upgrade to 4.5.1

CX-Voice Limitations
SIPrec-based recording using a drachtio server, and FreeSWITCH as the media server

Channel Connector Developer Guide

Channel Connector Configuration
Messages
Register Channel Connector

NLU / Digital Bots

RASA-X Deployment
Teneo

Bot Connector Developer Guide

Register Custom Bot

Custom Connector-Bot Communication

Controller Bot Training

CX-Activities

Scheduled Activities

Solution Architecture

Reports

Queue Flushed Conversation Count
Channel Stats Graph
Channel Stats Summary
Channel Session Detail
Transferred Tasks per Queue
Agent Task Detail
Conversation Detail
Agent Productivity By Queue
Agent State Analysis Report
Agent Availability Report
Historical Conversation Summary
Queue Stats Today
Wrap-up Summary
Queue-wise Stats Summary
Conversation Volume by Disposition
IVR Detail Report
IVR Summary Report
Answered Chats in Time Intervals
Agent Not Ready Detail
Agent Not-Ready Summary
Multichannel Session Detail
Agent Performance Report (For Voice Only)

CX Historical Reports- Supporting Tables

Key Reporting Concepts

SLA Calculations
Agent Task Disposition
Task Reason Codes

Reporting Connector

Reporting Database Schema
ETL Jobs
Deployment Guide - Kubernetes Cron Job For Reporting Connector

Agent Capabilities

Login to Agent Desk

Change Agent State
Logout

Accept a Conversation
View Conversation Data

Pause/Resume a Conversation

Limitations for Pause/Resume Conversation

Consult, Transfer and Conference
Send a Whisper Message
Send a Message
View Conversation Notifications
Change Agent Desk Language
CTI Call Controls
Handling Multi-channel Conversation
Make a Manual Outbound Contact
Apply Wrap-up and Add Notes
Assign Labels to Customers
Understanding Customer List View
Join Pull-based Requests
Leave Conversation
Browser and Sound Notifications
Agents Dashboards

Supervisor Controls

Dashboards

Impact of Team Structure on Dashboards

Silent Monitoring
Barge in
Team Announcements
Customer List
Customer Schema
Customer Labels
Subscribed Lists
End PULL-based Requests
Monitors and manages CX Voice interactions

Deployment Guides

Deployment Planning

Kubernetes Distributions

RKE2 Control plane Deployment

RKE2 uninstallation
Tainting a Control Plane Node
ETCD Backup and Restore

Voice Recording Components deployment on Kubernetes

WFM-Reports Component Deployment on Kubernetes

WFM-Core Component Deployment on Kubernetes

WFM-Auth Component Deployment on Kubernetes

Hardware sizing

RKE2 Single Node Deployment
Worker HA

Control Plane HA

High Availability using External Load Balancer

Deploy NGINX as an ELB
Deploy HAProxy as an ELB

High Availability with Kube-VIP
High Availability with DNS

Storage Solution - Getting Started

Node Affinity and Node Selector
Deploying Rook/Ceph as a cloud-native storage

Longhorn Deployment Guide

Volume Cloning Procedure
Volume Expansion
Volume Detaching

NFS Storage Service
Setup OpenEBS for Local Volume Provisioning
Using Managed PostgreSQL
Using Managed MongoDB
Using Managed ActiveMQ
Using Managed Redis

TLS enablement for Redis, MongoDB , PostgreSQL and ActiveMQ

Auth enablement for Redis, MongoDB , PostgreSQL and ActiveMQ
Enable Keycloak DB (PostgreSQL) Connectivity Over TLS
TLS enablement for Redis, MongoDB , PostgreSQL and ActiveMQ with Static Certificates

MS-CRM-Connector-cif-1.0 Enablement with Kubernetes

MS-CRM-Connector-cif-2.0 Enablement with Kubernetes

CX Deployment on Kubernetes

CX uninstallation
Multi node cluster Failover scenarios
Collection Removal from MongoDB
Developer Instructions for maintaining the Kubernetes Manifests
Expertflow CX Components Blueprint on Kubernetes
Recording Component Deployment
Install Superset
Setup Reporting Connector
Cisco voice Deployment on Kubernetes
Apply Domain-signed SSL Certificates

Setup Grafana for embedded dashboards

How to bootstrap Grafana to connect to SSL Enabled Datasource.
How to view/access the Agent Dashboards in Grafana.
How to Configure color Thresholds in Grafana panels

HC 3.x Data Migration

Minio Data Migration

System Administration Guides

Rasa-X Configuration
Deployment Script Questionnaire

Reports Configuration (Superset 2.0)

Update Reports on Superset 2.0
UTC Offset - Reports
Delete Report from (Superset 2.0)

Add Cisco Contact Center as a Voice Channel
Keycloak Client Resource Management Setup
Add Cisco Unified Call Manager as a Voice Channel
Keycloak realm and users Bootstrapping for EF-CX

Keycloak Configuration

Using Keycloak for Superset Authentication

Security and User Permissions

_Agent Team
_Team Configuration in Keycloak
User Roles

Keycloak Users' Teams Configuration

Upgrade Guide for Routing Manager Role:
EFCX Logs Traversal Guide
MYSQL SSL Connection Configuration for Reporting
Mount CRM Service folder in unified-agent POD Guide
WebRTC Channel Configuration Guide
Guide For Setting Up or Upgrading MySQL Database

Upgrade Guide

Migrate to TLS enabled StatefulSets
CX Upgrade Guide CX-4.4.x to CX-4.5
CX Upgrade Guide CX-4.4.8 to CX-4.5.1
Update Password procedure for mongo, minio, redis, postgresql

Upgrade guide CX-4.5.1 to CX-4.5.2

TLS Enablement for Stateful Components
Grafana Upgrade Guide from 4.5.1 to 4.5.2
Upgrading Permissions On Keycloak For 4.5.2

Monitoring Solution Deployment

C-Alerts
EFSwitch Monitoring Dashboards
Setup Alerts via Gmail

Geographical Deployment of Expertflow CX with Redundancy

Helm chart change logs
Geographical Disaster Recovery for EF-CX on Kubernetes

Superset Deployment

LetsEncrypt SSL for EF-CX

Auto renewal of SSL Certificate

Create Self signed certificates on RKE2

Backup and Restore Strategies and Recommendations for Expertflow CX

Kubernetes Backup/Restore using Velero
Mongo, PostgreSQL Backup/Restore Procedure for EF-CX on Kubernetes ( manual procedure )
Deployment of Postgres as a Streaming Standby with an External Repo

CX Upgrade Guide CX-4.4.1 to CX-4.5
WebRTC Deployment Guide

Post Deployment Administration

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

ETCD Server Administration in RKE2

Replace a failed control plane node RKE2

MongoDB slow query logs
Redis Log Monitoring via slowlogs
Grandmama Test Stub Deployment

EFK logs enablement

Deployment of Logging Operator

Air-Gap Install for RKE-2 Kubernetes
Health-Check API for CX Components

Developer Guides

Expertflow CX Objects

channelData
AgentPresence
CC User
Channel
ChannelConfig
ChannelConnector
channelSessionState
ChannelType
conversationParticipant
customer

Participant

channelSession

ParticipantRole
ParticipantType
Tenant
carouselMessageType
component
ComponentType

Forms Developer Guide

Form APIs

Get Form Validations
Update Form
Get Form
Delete Form
Create Form

Agent Desk Developer Guide

Socket Events

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

Exchange CIM Message

Third Party API Guide

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

Object Model Upgradation

OM [Release Number]

Channel Session Data Update User Guide

Channel Session Update Data API

Integration Architecture

CIM Messages

Message Body

Plain Text Message

Multimedia Messages

Send a Media message

Contact Message
Location Message
Button Message
URL Message
WrapUp Message
Delivery Notification Message
Notification Message
Deleted Notification
Whisper Message
Action Message
Carousel Message
Custom Message
Receipt Message
Template Message
Email Message
Voice Message

Message Header

Intent

Keycloak Error Responses Guide
IVR Aggregated Activites API Guide

Unified Admin Guide

Getting the Offline License Encrypted file

Security

Identity and Access Management

Admin Permissions - Resource, Scope, Role Mapping

Agent Authorization with Agent Desk

Agent Desk Permissions - Resource, Scope & Groups Mapping

How to update admin passwords in CX components
Admin Guide For Bulk User Upload To Keycloak
Two Factor Authentication - Deployment Guide
Two Factor Authentication - User Guide (Agent Desk)
Separate Account for API Admin and Application Admin
Configuration of Event Logging in Keycloak.

Security and Privacy Compliances
Security Features

Vulnerability Assessments

OWASP Top Ten
EF CX Component Vulnerability Report

Integrations

Cisco Contact center integration

Deployment and Configurations
Cisco Voice Channel Limitations

Cisco Outbound Connector

Cisco Outbound Connector Docker Deployment Guide
Cisco Outbound Connector Kubernetes Deployment Guide

AgentDesk Environment Configurations for Cisco
Deploying Finesse Gadget

Cisco Voice Channel Configuration Guide

Cisco Voice Channel Configuration Guide for CX4.2

Limitation/Issues in Cisco Integration For CX4.0,CX4.1
Limitation/Issues in Cisco Integration in CX4.2

Cisco Teams Synchronizer

Cisco Team Sync
Configuration of Cisco Teams Sync Component

Cisco Contact Center Integration with EF CX Cloud

CRM Connectors

CRM/Agent Desk Post Message Events

Eleveo Recording Middleware

Compatibility Guides
Updating the Language at Agent Desk
Agent Desk App

Breadcrumbs

Expertflow CX
Channels
Digital Channels
Instagram Social Media

On this Page

Instagram Direct Message

Supporting the following features on Instagram Direct Message

Plain Message
Media Messages (Image, Audio, Video, File, Gif)
Button Messages
URL Messages
Read Receipt of Messages

Pagination

Previous Page

Instagram Social Media
Next Page

Instagram Connector Configuration & Deployment Guide

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Business Continuity Policy
Information Security Policy
Quality Policy
Transparency and Anticorruption Policy

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