CX Data Sheet

• Expertflow CX provides a simple browser-based Agent Desk application for CX agents and supervisors. It includes an intuitive, easy-to-use design that helps improve the performance of customer care representatives for high-quality customer service. 

• With the Unified Admin Console, business admins can provide easy access to the applications, can configure Expertflow CX services and solution components such as general settings, the configuration of CX Routing Engine, Customer Channel Manager, Bot Framework, and more. 

• Agent Desk supports inbound and outbound contact center functions. Core features include: Customizable agent and supervisor desktop layout

• Blended agents: can handle inbound and outbound calls along with chat via any supported channel (such as SMS, WhatsApp, or any supported social media channel

• Multisession web chat

• Selection of multiple wrap-up reasons for chat channels

• Support light theme - dark theme on the AgentDesk  to ensure better visibility

• Support for case-insensitive login

• Provides responsive font sizes, based on the screen size of the Agent Desk

• Supports back-to-conversation view

• Displays agent’s first name and last name

• Enables Agent Desk to read complex passwords for CX Voice extensions within configurations.                                                       

Expertflow CX enables its agents to perform various inbound and outbound contact center functions. Core features include:

• The CX agent can login to AgentDesk using the user's login credentials defined in Keycloak. 

• Manages agents’ state on each individual media to make themselves ready on a certain media while not ready on the rest. For instance, agents can make themselves available for Chat and not available for voice calls. 

• Enables agents to receive a conversation from queues where new requests are pushed to agents.

• Accredits agents to pull requests from Pull-based Lists that they are subscribed to and join a conversation.

• Allows agents to see, and update customer profiles based on the conversation with the customer and assign labels to the customers to route the customer's request on priority.

• Let CX agents handle ongoing conversations,  Link Customer Profiles, View Conversation History, View Active channels, View Conversation Data, Receive Delivery Notifications, Typing Indicators, Bot Suggestions, Send quoted reply, Send file attachments, Send Formatted Text, View Conversation Notifications

• Allows agents to transfer an active conversation, add agents to the conference, and send Whisper Message.

• Allows agents to consult the chat with the supervisor and use Whisper Mode to get help from the supervisor.

• Enables the agent to change the language of the AgentDesk interface to any preferred language as the system supports six languages for now.

• Enables agents to embed a Webapp in AgentDesk

• Allows agents to apply Wrap-up and notes during or after the conversation.

• Enables CX agent to switch channels, to make an outbound contact on a different channel in an ongoing conversation.

• Allows agents to manage calls with CTI Call Controls

• Enables agents to access essential recording controls, such as seeking and navigating within recordings.

• Enables the agent to make a manual outbound contact.

• Enables agents to raise a hand and ask for assistance from a supervisor. Any of the team supervisor(s) can accept the hand-raise request.

• Allows agents to initiate consult calls, consult transfers, and direct transfers to external numbers outside the CX environment. Agents can now connect with third-party contacts, such as external vendors, specialists, or helplines, to assist customers with a better experience.

• Enables agents to view summary statistics including queues, their states, and ongoing conversations on real-time dashboards

• Allows the agent to simply logout from the AgentDesk Application only in a NOT_READY state by selecting a logout reason defined by the administrator.

• Allows Expertflow CX supervisors to monitor real-time dashboards to view the summary statistics of the contact center including queues, agent states, and ongoing conversations with agents and bots enabling them to optimize contact center efficiency. This ability to monitor critical performance metrics allows them to train, and encourage agent behavior so that agents can perform consistently and efficiently.

• Supervisors can silently monitor the conversation. 

• Supervisors can interrupt an agent's conversation using Barge In to interact with both the customer and the agent to resolve the concerns if any.

• Supervisors can create, edit, and delete announcements for their team agents. 

• Allows the supervisor or business administrator to define and customize the customer fields provided in customer schema

• Allows the supervisor/business administrator to create new customer labels to categorize customers based on certain characteristics.

• Supervisor can end the PULL-based request.

Business administrators can configure Expertflow CX services and solution components from the Unified Admin Console.

• The business admin can login to the Unified Admin using the user's login credentials defined in Keycloak. 

• The business admin can upload the license information for agents and supervisors.

• The business administrators can select the time zone as per their server location, choose the language that the system should support and can set it as default language.

• The administrators can make various configurations to make the system ready such as add bot connector, add media routing domains, map MRD's to the channel type, create attributes, assign these attributes to agents, create queues, add steps to queues, change maximum task limit for agent's MRD, add channel providers, and can set up a new channel.

• The business administrator is authorized to make other configurations such as adding Web Widget for web chat, add reason codes for being not-ready or logout, add wrap-up forms, add new channel type,  add lists to handle PULL-Mode requests.

• Routes customer interaction requests from any channel to the same conversation and the same agent

• Introduces two ways of routing the requests. Precision routing/Push-mode routing and PULL-mode routing.

• PULL-mode lists - for certain media channels customer interaction requests are pushed to pull-mode lists. Agents subscribe to these lists to fetch and process on-demand.

• CX routing facilitates categorizing and prioritizing customers in a way that best meets the business requirements.

• A wide range of routing logic that can accurately target and selectively route different classes of customers by prioritized routing treatment

• Implements multi-queue priority to define priority for each queue (1-10 with 10 being the highest). In cases where multiple queues have the same priority, the system considers an individual task’s priority and longest waiting time respectively.

• Introduces Interruptible and Non-interruptible Channel Categories to define whether a chat channel category should be interrupted if there is a voice call and vice versa.

• Ensures that each customer is routed to the right agent at the right location for, first time to maximize the resolution of the request.

• Provides various tabular and graphical historical reports, IVR reports and real-time dashboards with flexible presentation options using Superset for historical reports and Grafana for dashboards.

• Existing out-of-the box reports allow the business to review historical and real-time dashboards or view custom reports to track the information required.

This feature enables business administrators to define working hours, holidays, and out-of-office events. Businesses can create multiple calendars tailored to different sites, channels, or specific operational needs.

Additionally, contact centers can display active working hours to customers interacting through the customer widget, ensuring clear communication of availability.

This feature replaces the older EF Business Calendars module in SupervisorTools.

Conduct surveys through any Customer Channel (voice, chat, Web, Email) after a Conversation with an actor (agent, chat, or voice bot).

As a Conversation Designer, you can use Expertflow Conversation Studio with prebuilt survey nodes. You may also extend and customize the interaction flow with 3rd party integration that best suits your interaction management requirements.

CX Survey Reports provide detailed insights based on surveys.

For details, visit the Quality Management Datasheet and other guides.

• Adds performance improvement features to enhance the system’s overall performance.

•  Allows agents to schedule, view and update a scheduled activity on AgentDesk, with a customer at a scheduled date/time. Exposes Campaign Scheduler APIs for third-party CRMs or Campaign Managers to upload contacts or create callback requests/ appointments for customers, optionally with a named agent or on a specified skill.  

While agents are handling customer requests, they can also view all upcoming / scheduled activities planned with a customer, on the Agent Desk in addition to the past customer activities.

•  Provides integrations with third-party WFM solutions such as Calabrio and Verint.

• Provides WFM Solution

• Has its own wallboards with intuitive design to provide real-time visualization, assists the business to monitor and manage contact center operations effectively.  

• Conversation Studio scripting for dynamic conversation flow that can be changed according to business requirements - see Conversation Studio 

• Provides Voice Recording Solution that can be deployed along with CX for call recording of CX-Voice or Cisco contact center.

• On-prem, cloud, and hybrid ( mingle-mix of Services ) are supported.

• Any Kubernetes distribution can be selected to deploy Expertflow CX. Currently tested on K3s, and RKE2. ( kubeadm or DigitalOcean Managed Kubernetes can also be used). The deployment plan explains the supported distributions and deployment types.

• Scalability is expandable up to the requirement based on the number of concurrent channels of active conversations.

• Provides integrations with Rasa, DialogFlow, and any 3rd party chatbot for chat

• Provides integration with Expertflow IVR for CX Voice, and CVP for CISCO Voice

• Expertflow CX provides centralized Identity and Access Management Solution for security backed by Keycloak. This ensures complete security for users while accessing all Expertflow CX resources by passing a process of  User Authentication and Authorization.

• Users are managed in Keycloak Admin Console. This allows business administrators to manage users, roles, and permissions.

• Expertflow CX can be deployed as a standalone web application on-prem or in the cloud. To make authentication work, business administrators need to set up client (resource server) in the Keycloak instance.

• Apart from Standalone deployment, the Expertflow CX solution can be set up within the Cisco Finesse environment i.e; UCCE or UCCX. This authenticates  users in two ways. Either Login Finesse (With SSO), or Login Finesse (Without SSO).

• Expertflow CX provides Permission and Access Management (using Keycloak IAM) to access different application resources. For the top level such as admin, agent, and supervisor, role-based permissions are available, and at granular access levels, group-based implementation are also available.

• Adding on, Expertflow CX encrypts certain types of data. 

• Adds TLS encryption and authentication on all CX core components.

• Provides concurrent user licenses. So businesses can buy concurrent user licenses from the Expertflow Online Shop, for the concurrent number of agents who are going to use the Agent App.