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CX Features List



Team-based Dashboards

AgentDesk Permissions

Silent Monitor 


Third Party Activities APIs

SA_1_Grand events requirements

Technical Debt

  • Move the product functionality from Controller to Conversation Manager. Controller will now only have the custom functionality for the clients.

Twilio Connector

  • SMS and MMS

  • Send/receive images

  • Send/receive audio messages

  • Send/receive documents

  • Send/receive videos

  • Send/receive location messages

  • Send/receive URL messages

Facebook Connector

  • DM audio message support

  • Send and receive file messages to/from Facebook Messenger

  • Send and receive URL messages to/from Facebook Messenger

Telegram Connector

  • Send/Receive Plain Text Message to/from Telegram

  • Send/Receive URL messages to/from Telegram

  • Formatted plain text messages. e.g; bold, italic, strikethrough

Historical Reports :

  • RTL Language support in ETL reports

  • Report's frontend improvements - MySQL

  • Agent Task Detail Report

  • Agent Availability Report

  • Queue Flushed Conversations Count

  • Superset reports frontend improvements - MSSQL

  • Bug Fix

CX Voice (MVP1)

  • Enable Voice Channel via EFSwitch 

  • Voice Integration with Expertflow CX

Team Announcements

Cisco Consult Cases (for both extension and queue cases on CCX )

New Fields added in reports

  • Agent Productivity By Queue

  • Agent Availability by MRD Report

  • Queue-Wise Stat Summary Report & Queue Stats Today Report

  • Agent Username display on Active Conversation Detail Dashboard

Routing manager role implementation

Implements Routing Manager Role in Unified Admin that provides an access control mechanism for the routing-engine settings, contains five attributes (routing-attribute, mrd, agent-mrds, queue, and agent-attributes)

Priority Routing

Enables to route the customer's request to the agent on priority, based on the customer's VIP Status. This will bypass the queue waiting.

Route Re-initiated Chats

Enables the customer to re-initiate chat to be routed on priority basis, in a case if it is disconnected abruptly. 
The system routes such chats of customers on priority who have re-initiated the chat on the same day and whose chats have been queued to the same queue.

Queue Waiting Time and Queue Position

Allows the customer to see estimated queue waiting time and queue position. Also notifies the customer about any change in the queue position, and enables him to see the updated EWT (Estimated Wait Time) after 'x' number of seconds/minutes. 


Provides support of SMS Via SMPP and Twilio


Provides support of WhatsApp via Twilio

Instagram as a New Channel

Introduces Instagram as a new channel and supports Instagram Direct Messages and  Instagram Social Media

Facebook Channel

Added support of Private Reply on Facebook Comments.

CX Voice

Provides support of CX voice

CX Reports

Provides enhancement in Historical Reports 
Agent State Analysis Report

Custom Message Support in Agent Desk

Provides support of Custom Messages in Agent Desk

CX Activities APIs

CX Activities APIs

Cluster Connectivity Support

Provides Cluster Connectivity support for:

  • PostgreSQL

  • MongoDB

  • ActiveMQ

  • Redis

Progressive Outbound Campaigns

 Capability in EF CX for dialing outbound campaign contacts with the progressive dialing mode

Wrap-up state and timer

A configurable wrap-up state is now available. Agents can select on or more wrap-up codes within the given timeframe of the wrap-up state.

Manual outbound

As an agent, you can now make manual outbound call to a customer number.

Send Outbound Message

As an agent, you can now send outbound message to anonymous customers as well.

Scheduled Activities

As an agent, you can now view and update a scheduled activity on AgentDesk.

Webhook Registration APIs (update, post, get, delete) are also available

Dashboard Enhancements

As a supervisor, on summary dashboard, you can now select multiple queues.

Historical Reports Enhancements

Introduced IVR activity reports. Additionally, following reports are enhanced:

  • In Conversational Detail Report, List Name and Routing Mode fields are added

  • In Channel Session Detail Report, add Additional Channel Session Data.

Update Conversation Data

ConversationData API now supports Customer Channel Identifier. You can get or set a conversation data attribute based on the Customer Channel Identifier.

Revamp Customer Widget

  • As a customer, you will notice some user experience improvements in the Customer widget.

  • As an admin, you may now select a customer pre-chat form in the Unified Admin.

  • As an agent, you may now receive chat notifications on a shared company-wide Google Chat space.


Viber is now a supported media channel. See Viber channel capabilities for the supported message types.


Telegram now supports more than just plain text messages. For new message capabilities, see

Customer Profile Information

As an agent, you may now view anonymous customer profile information.

Multi Channel Handling

Resolved issues in handling different medias at the same time for the same customer

Named Agent Transfer

Added the capability for an agent to transfer the conversation to a specific user for Chat & CX Voice channels.

Twitter Social Media Channel Connector

Twitter social media support is added. Handling incoming comments, Outgoing Public reply to comments, Comments actions (LIKE, HIDE, VIEW FULL POST) are handled with some limitations.

Agent SLA

Timer that keeps track of Agent service to the customer(s).


Customer Room


Customer conversations will be auto accepted by the agents.

Conversation Hold/Resume

The capability to hold the conversation at any given time.

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