CX Release Notes | Expertflow CX

Release Name	CX 4.5
Status	QA-Passed
Release Date	2024-03-08
Release Summary	Includes Multi-Channel Handling, Named Agent Transfer, Agent SLA, Customer Rooms, Auto-answer, Pause/Resume a Conversation, Saving Dashboard Filters, Summary Dashboards for Agents, and Cisco Team Sync

For all the older releases, see (4.5) CX Release History

New in CX 4.5

The following new features have been added to this release.

Features	Description
Multi Channel Handling	Some major issues are fixed now for handling multi channel sessions simultaneously.
Named Agent Transfer	As an agent, you can now transfer the conversation to a specific agent for both Chat and Voice Channels.
Agent SLA	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.
Customer Rooms	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.
Auto-answer	With Auto-answer enabled, a new incoming Conversation request is automatically accepted on the agent. The agent does not need see incoming notification.
Pause a Conversation	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.
Saving Dashboard Filters	Change the filter in any of the dashboards in AgentDesk is applicable to all dashboards
Summary Dashboards for agents	As an agent, you can view and monitor queues stats on your own dashboards
Cisco Team Sync	It provides sync functionality for syncing Cisco Teams along with the Team’s agent and supervisors into Expertflow CX.

Expand To View 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..

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