Skip to main content

Expertflow Website
Public APIs
Login

Main

Expertflow Website
Public APIs
Login

Main

CX Release Notes

Planned Releases

CX Release Notes 4.5

CX4.5 Planned Issues

All Known Issues

HC 3.x vs Expertflow CX - Features Comparison
CX Data Sheet
CX Release History

CX Performance

CX Performance Test Results

CX Domains Performance Test Results
CX End-to-End Performance Test Results

Load Test Strategy
Performance report Cron-job (Reporting Connector)

Conversation Studio

Studio Nodes

Multiple active channels per Customer

CX-Routing

Pull-mode Requests

Pull-mode Workflow
Use case with Pull-based Routing

Pull-mode vs Precision Routing
Routing Engine Developer Guide

Precision Routing

Media Routing Domain
Routing Attribute
Agents-Queues Mapping
Queue
Agent Task/Routing Task
Use case with Push-based Routing

Priority Routing
Queue Flushing API
Route Re-initiated Chats
Queue Wait Time And Position
Channel Related Terms

Conversation Objects

Room
Conversation
Channel Session
Conversation Data

Forms

Forms and Form Data

Customer Identities

Channels

Digital Channels

Web Channel

Web Widget Admin Guide
Web Widget Configurations

JavaScript SDK for customer-facing channels

WebRTC

Agent to customer WEBRTC connection

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

Viber

Viber Connector Configuration & Deployment

Telegram

Telegram Connector Limitations

Telegram Bot Creation Guide

How to customise your Telegram Bot
BotFather
Telegram Bot Token
How To get Telegram Bot Token

Telegram Connector Configuration in Unified Admin Console
Telegram Connector Media Types Support

Twitter

Twitter Connector Limitations

Twitter V2 Social Media Connector Configuration Guide

Twitter Social Media Connector Configuration Guide

Twitter Connector Configuration Guide

Twilio Connector Configuration

360-Connector Configuration Guide

Channel Connector Developer Guide

Register Channel Connector
Channel Connector Configuration
Messages

Agent SLA

Limitations Agent SLA

NLU / Digital Bots

RASA-X Deployment

Bot Connector Developer Guide

Register Custom Bot
Custom Connector-Bot Communication

Voice and Video

CX SIP Proxy

CX SIP Proxy Deployment Guide

CX SIP Proxy as a CUSP replacement

Cisco Elements Configurations for CX SIP Proxy
CX SIP Proxy Configuration for Cisco Elements

WebRTC to SIP

CX CPA (Call Progress Analysis)
Conversational IVR
CX-Voice limitations

CX Voice Configuration Guide

Adding Agent Extensions for CX Voice
Updating AgentDesk Environment Variables for CX Voice
Voice Channel Configuration Limitations/Issues

Setting up Expertflow CX Voice

Voice Connector deployment guide
EFCX Dialer Deployment Guide
Creating Extensions on EFSwitch
EFSwitch Installation Guide

EFSwitch Configurations for CX Voice

CX Voice Upgrade to 4.5

CX-Activities

Scheduled Activities

Reports

Queue Flushed Conversation Count
Channel Stats Graph
Channel Stats Summary
Channel Session Detail
Transferred Tasks per Queue
Agent Task Detail
Conversation Detail
Agent Productivity By Queue
Agent State Analysis Report
Agent Availability Report
Historical Conversation Summary
Queue Stats Today
Wrap-up Summary
Reporting Database Schema
CX Historical Reports- Supporting Tables
Queue-wise Stats Summary
Conversation Volume by Disposition
Agent Task Disposition
IVR Detail Report
IVR Summary Report

Key Reporting Concepts

SLA Calculations

Reporting Connector

Deployment Guide - Kubernetes Cron Job For Reporting Connector

Agent Capabilities

Login to AgentDesk

Logout
Change Agent State

Accept a Conversation
View Conversation Data

Pause/Resume a Conversation

Limitation for Hold/Resume Conversation

CTI Call Controls
Transfer and Conference
Send a Whisper Message
Send a Message
View Conversation Notifications
Change Agent Desk Language
Handling Multi-channel Conversation
Make a Manual Outbound Contact
Join Pull-based Requests
Leave Conversation
Apply Wrap-up and Add Notes
Browser and Sound Notifications

Supervisor Controls

Dashboards
Team Announcements
Customer Schema
Customer Labels
Silent Monitoring
Barge in
End PULL-based Requests

Deployment Guides

Deployment Planning

Kubernetes Distributions

RKE2 Control plane Deployment

RKE2 uninstallation
Tainting a Control Plane Node

Hardware sizing

CX 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

CX Deployment on Kubernetes

Multi node cluster Failover scenarios
Collection Removal from MongoDB
Developer Instructions for maintaining the Kubernetes Manifests
CX uninstallation
Expertflow CX Components Blueprint on Kubernetes
Recording Component Deployment
Install Superset
Setup Reporting Connector
CX-Voice Deployment on Kubernetes
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.

Post Deployment Administration

Web-init Widget Deployment Guide

Web-Init Widget Deployment

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

Upgrade Guide

CX Upgrade Guide CX-4.4.x to CX-4.5

Monitoring Solution Deployment
Data Migration-Structural Changes (CX4.4.x-CX4.5)

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
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 Switch Configurations for WebRTC
CX Upgrade Guide CX-4.4.1 to CX-4.5
Troubleshooting Guide
WebRTC Deployment Guide

System Administration Guides

Rasa-X Configuration
KeyCloak Client Resource Management Setup
Add Cisco Contact Center as a Voice Channel
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 Unified Call Manager as a Voice Channel
KeyCloak Realm and Users Bootstrapping for EF-CX
SMPP Configuration Guide

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
Configuration of Cisco Teams Sync Component
Mount CRM Service folder in unified-agent POD Guide
WebRTC Channel Configuration Guide

User Guides

Supervisor Guide

Unified Admin Guide

Getting the Offline License Encrypted file

Agent Guide

Agent States

Developer Guides

Third Party API Guide

Conversations API (3rd-party apps)
Push Recording Link
Test Page

Expertflow CX Objects

channelData
ChannelConnector
channelSessionState
CC User
AgentPresence
ChannelConfig
Channel
ChannelType
customer
conversationParticipant
ParticipantType
ParticipantRole

Participant

channelSession

Tenant

Integration Architecture

Agent Desk Developer Guide

Exchange CIM Message

Socket Events

addPullModeSubscribedListRequests
agentPresence _
changeAgentState
connect_error
deletePullModeRequest
directConferenceRequest
directTransferRequest
errors
JoinAsSilentMonitor
joinPullModeRequest
onChannelTypes
onCimEvent
onPullModeSubscribedList
onPullModeSubscribedListRequest
onTopicData
publishCimEvent
pullModeSubscribedListRequests
removePullModeSubscribedListRequests
revokeTask
socketSessionRemoved
subscribePullModeList
taskRequest
topicClosed
topicSubscription
topicUnsubscription
topicUnsubscription_
unsubscribePullModeList
JoinAsBargin

CIM Messages

CIM Plain Text Message

CIM Media Messages

Send a Media message

CIM Location Message
CIM URL Message
WrapUp Message
Delivery Notification Message
Notification Message
Deleted Notification
Whisper Message
CIM Button Message
CIM Contact Message

Forms Developer Guide

Form APIs

Create Form
Get Form
Delete Form
Get Form Validations
Update Form

Object Model Upgradation

OM [Release Number]

Controller Bot Training

Channel Session Data Update User Guide

Channel Session Update Data API

Keycloak Error Responses Guide
IVR Aggregated Activites API Guide

Security

Identity and Access Management

AgentDesk Permissions - Resource, Scope & Groups Mapping

Compliance

OWASP Top Ten

Security Features
Cloud Security
Agent Authorization with Agent Desk

Vulnerability Assessments

EF CX Component Vulnerability Report

Solution Architecture

Integrations

Cisco Contact center integration

Cisco Outbound Connector

Cisco Outbound Connector Deployment Guide

Cisco Voice Channel Limitations
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

CRM Connectors
Eleveo Recording Middleware
CRM/Agent Desk Post Message Events

Compatibility Guides

Breadcrumbs

Expertflow CX
Conversation Studio
CX-Routing

On this Page

Precision Routing

Media Routing Domain
Routing Attribute
Agents-Queues Mapping
Queue
Agent Task/Routing Task
Use case with Push-based Routing

Pagination

Previous Page

Routing Engine Developer Guide
Next Page

Media Routing Domain

Data Protection & Privacy Policy
Business Continuity Policy
Information Security Policy
Quality Policy
Transparency and Anticorruption Policy

Copyright
Powered by Scroll Sites & Atlassian Confluence