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CX Release Notes
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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
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Task Priority
Agent Task/Routing Task
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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
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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
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