CX Release Notes 4.5
New in CX 4.5
The following new features have been added to this release.
Features | Description |
|---|---|
Some major issues are fixed now for handling multi channel sessions simultaneously. | |
As an agent, you can now transfer the conversation to a specific agent for both Chat and Voice Channels. | |
Agent SLA is the time limit in seconds that the agent must respond to a customer’s message received in a certain Queue or List. | |
A Customer Room persists all interactions of a customer. A Room can contain multiple Conversations. There can be multiple Rooms per Customer. There are two types of Rooms in Expertflow CX. | |
With Auto-answer enabled, a new incoming Conversation request is automatically accepted on the agent. The agent does not need see incoming notification. | |
Agents can pause / resume an active Conversation to temporarily stop SLA and Inactivity timers. The conversation will resume upon Paused-timer expiry or upon agent request. The Customer may also receive the | |
Change the filter in any of the dashboards in AgentDesk is applicable to all dashboards | |
As an agent, you can view and monitor queues stats on your own dashboards | |
It provides sync functionality for syncing Cisco Teams along with the Team’s agent and supervisors into Expertflow CX. |
CX 4.5 Release Limitations
Release Limitations
Environment:
EF CX can be connected to/configured with only one voice(Cisco, FS) platform at any given time.
Customer profile creation with channel data:
Anonymous Users Profile Information is tested with Customer Widget, Telegram, 360 WhatsApp, Facebook & Viber
Anonymous Users Profile Information is not tested with Instagram, Twilio WhatsApp and twitter.
Customer Rooms:
Customer Rooms have been tested using API endpoints as frontend interface was not available for testing purposes..
Release Test Highlights
Tested Features
Multi Channel Handling
Cisco Sync Team
Named Agent Transfer
Hold/Resume Conversation
Customer Rooms
Agent SLA
Auto-Answer
Unread Count for Customer Rooms
Preview Message for Customer Rooms
Summary Dashboards for Agents
Saved Filters across AgentDesk Dashboards
Un-Tested Features
Twitter