CX Release Notes

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 Pause, Resume notifications. This may be configured using Conversation Studio.

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.