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CX Release History

CX Release Notes

CX Release Notes 4.8

CX4.8 Planned Issues

CX Performance

CX Performance Test Results

300 Agents with 2 Conversations per second and 1 Message every 5 seconds per Conversation
300 Agents with 4 Conversation per second and 1 Message every 5 seconds per Conversation
500 Agents with 2 Conversation per second and 1 Message every 5 seconds per Conversation

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

Conversation Studio

Studio Nodes

Multiple active channels per Customer
Embed a Web Application
Agent Team

CX Routing

Precision Routing

Maximum Tasks per Agent per MRD

(4.8 2) Agent SLA

Limitations Agent SLA

Customer Inactivity SLA
Task Priority
Agent Task/Routing Task

Distribution Rules

Priority Routing

Priority Routing Config

Route Re-initiated Chats on Priority

Priority Routing and Routing Re-initiated Chats on Priority

Channel Categories (Media Routing Domains)
Queues
Routing Attribute
Agent-Queue Mapping
Queue Wait Time And Position
Queue Flushing API
Multi Queue Priority
Customer & Agent SLA Implementation Details

Interruptible and Non-Interruptible Medias
Task and Task States
Routing Engine Developer Guide

Pull-Mode Routing

Use case with Pull-based Routing

Agent & MRD States

Customer

Customer Advanced Filters

Conversation Objects

Room
Conversation
Channel Session
Conversation Data

Forms

Form Builder Schema
Forms and Form Data
Web Published Forms
Form Builder Revamp
Form Builder User Guide

Task

Channels

Digital Channels

WebConnect CX

CX Customer Widget

Customer Widget Admin Guide
Customer Widget Deployment Guide
CX Customer Widget Embedding Guide
CX Customer Widget Configurations
Personalized Agent Information in Customer widget
Translation support at customer widget

WebRTC to SIP
WebRTC Deployment Guide

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
Segregation of Facebook DM and Social media at the time of channel session creation

Instagram Social Media

Instagram Direct Message
Instagram Connector Configuration & Deployment Guide

SMS/MMS via Twillio

SMS via SMPP
SMPP Configuration Guide

Viber

Viber Connector Configuration & Deployment

Telegram

Telegram Connector Limitations

Telegram Bot Creation Guide

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

Telegram Connector Configuration in Unified Admin
Telegram Connector Media Types Support

Twitter

Twitter Connector Configuration Guide
Twitter Connector Limitations

Twitter V2 Social Media Connector Configuration Guide

Twitter Social Media Connector Configuration Guide

Twilio Connector Configuration

360-Connector Configuration Guide

Voice and Video

CX SIP Proxy

CX SIP Proxy Deployment Guide

CX SIP Proxy Installation Guide
Dialplan implementation in EF SIP Proxy
Dialog and Profile replication in a cluster in EF SIP Proxy
Load balancing in EF SIP Proxy through the dispatcher module
HA in EF SIP Proxy

CX Media Server

CX Media Server API

Call Forking Concepts

CX Dialer

Benchmarking for CX Dialer

CX Dialer Deployment Guide

CX Dialer Environment Configurations

Call Progress Analysis

CX Voice Deployment

Releases for CX Voice Components
Media Server Deployment Guide

Media Server Configurations for CX Voice

Voice Connector Deployment Guide

Creating extensions on Media Server
Recording Middle-ware Deployment Guide
Recording Link Uploader Deployment Guide
Media Server Deployment and Configuration Guide (With Azure Transcription Support)
Media Server Deployment and Configuration Guide (With Google Transcription Support)

CX Voice Configuration Guide

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

Troubleshooting for CX Voice

Accessing CX Voice Components

CX Voice Upgrade Guides

CX Voice Upgrade to 4.5

CX Voice Upgrade to 4.5.2

CX Voice Upgrade to 4.5.2 for PTCL

CX Voice Upgrade to 4.5.1

CX Voice Upgrade to 4.5.3

CX Voice Upgrade to 4.5.3 for PTCL

CX Voice Upgrade to 4.6

CX Voice Upgrade to 4.6 for PTCL

CX Voice Upgrade to 4.7

CX Voice Upgrade to 4.7 for PTCL

CX Voice Upgrade to 4.7.1
CX Voice Upgrade to 4.8

CX-Voice Limitations

Channel Connector Developer Guide

Channel Connector Configuration
Messages
Register Channel Connector

Channel related terms

NLU / Digital Bots

Teneo

Bot Connector Developer Guide

Register Custom Bot

Custom Connector-Bot Communication

Controller Bot Training

Rasa

Rasa-X

Rasa-X Configuration
RASA-X Deployment using helm chart

CX-Activities

Scheduled Activities

Solution Architecture

CX Core and Voice Components Architecture
Integration Architecture

Reporting

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
Queue-wise Stats Summary
Conversation Volume by Disposition
IVR Detail Report
IVR Summary Report
Answered Chats in Time Intervals
Agent Not Ready Detail
Agent Not-Ready Summary
Multichannel Session Detail
Agent Performance Report (For Voice Only)
Repeated Caller Report

Superset Deployment for Reporting

Reports Configuration (Superset 2.0)

Update Reports on Superset 2.0
UTC Offset - Reports
Delete Report from (Superset 2.0)

Handling Superset Session Timeout

Reporting Database Schema
CX Historical Reports- Supporting Tables

Key Reporting Concepts

SLA Calculations
Agent Task Disposition
Task Reason Codes

Agent Capabilities

Login to Agent Desk

Change Agent State
Logout

Accept a Conversation
View Conversation Data

Pause/Resume a Conversation

Limitations for Pause/Resume Conversation

Consult, Transfer and Conference
Send a Whisper Message
Send a Message
Edit a Text Message
View Conversation Notifications
Change Agent Desk Language
Agent Hand Raise
(4.8 2) Embed a Webapp in Agent Desk
CTI Call Controls
Handle Voice Recording
Handling Multi-channel Conversation
Make a Manual Outbound Contact
Browser Microphone Permission
Apply Wrap-up and Add Notes
View Agent Dashboards
Assign Labels to Customers
Understanding Customer List View
Join Pull-based Requests
Leave Conversation
(4.8 2) Browser and Sound Notifications

Supervisor Controls

Realtime Reporting and Dashboards

Impact of Team Structure on Dashboards

Silent Monitoring
Barge in
Team Announcements
Customer List
Customer Schema
Customer Labels
Subscribed Lists
End PULL-based Requests
Monitors and manages CX Voice interactions

Deployment Guides

Deployment Planning

Kubernetes Distributions
Hardware sizing

RKE2 Single Node Deployment

RKE2 Control plane Deployment

RKE2 uninstallation
Tainting a Control Plane Node
ETCD Backup and Restore

Air-Gap Install for RKE-2 Kubernetes
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

TLS enablement for Redis, MongoDB , PostgreSQL and ActiveMQ

Enable Keycloak DB (PostgreSQL) Connectivity Over TLS
TLS enablement for Redis, MongoDB , PostgreSQL and ActiveMQ with Static Certificates

MS-CRM-Connector-cif-1.0 Enablement with Kubernetes

MS-CRM-Connector-cif-2.0 Enablement with Kubernetes

Helm-based Deployment for Expertflow CX

CX Solution Helm Uninstallation
Eleveo Middleware Deployment Guide

Monitoring Solution Deployment

EFSwitch Monitoring Dashboards
C-Alerts
Setup Alerts via Gmail
EFCX Logs Traversal Guide
Enable Monitoring on MSSQL

Expertflow ETL - Data Platform

Transformation Rules - ETL Pipelines

Activities Data Pipeline

CX-Voice Connector Activities Data Pipeline
Voice Activities Data Pipeline

Forms Data Pipeline
Teams Data Pipeline

Campaigns Data Pipeline

Campaigns Schema Data Pipeline
Campaign Scheduler Data Pipeline

Data Migrations

Migration Activity ( CX-4.4.10 to CX-4.7 )
Migration Activity ( CX-4.7 to CX-4.8 )

Expertflow ETL Deployment
Expertflow ETL deployment - A1
Testing Data Pipelines in Transflux

Reporting Connector

ETL Jobs
Deployment Guide - Kubernetes Cron Job For Reporting Connector
Deployment Guide - Kubernetes Cron Job For Custom Connector

CX Enhancements

WFM-Reports Component Deployment on Kubernetes

WFM-Core Component Deployment on Kubernetes

WFM-Auth Component Deployment on Kubernetes

Voice Recording Components deployment on Kubernetes

ELK for Logs Analysis

Deployment of Logging Operator

System Administration Guides

Add Cisco Unified Call Manager as a Voice Channel
Upgrade Guide for Routing Manager Role:
Mount CRM Service folder in unified-agent POD Guide

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

MYSQL SSL Connection Configuration for Reporting
Guide to Resolve Stuck Conversations Due to Active Tasks in Redis
Guide For Setting Up or Upgrading MySQL Database

Post Deployment Administration

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

MongoDB slow query logs
Redis Log Monitoring via slowlogs
Grandmama Test Stub Deployment
Multi node cluster Failover scenarios
Collection Removal from MongoDB

Change Default ActiveMQ Passwords Using ConfigMap
Guide for migrating Keycloak Groups/Teams to CX Teams
Deployment of Mongo using ReplicaSet
Conversion of Single Node MongoDB to ReplicaSet

Upgrade Guide

Upgrade Guide CX4.7 to CX4.8

Using Traefik as Ingress Controller
ChangeLog CX-4.8

Geographical Deployment of Expertflow CX with Redundancy

Helm chart change logs
Geographical Disaster Recovery for EF-CX on Kubernetes

Create self-signed certificates for ingress
Health-Check API for CX Components

CX Deployment on Kubernetes

Expertflow CX Components Blueprint on Kubernetes
Recording Component Deployment For Eleveo
Setup Reporting Connector
Cisco voice Deployment on Kubernetes
CX uninstallation
Apply Domain-signed SSL Certificates
HC Migration Utility Deployment Guide

Setup Grafana for embedded dashboards

How to bootstrap Grafana to connect to SSL Enabled Datasource.
How to view/access the Agent Dashboards in Grafana.
How to Configure color Thresholds in Grafana panels

HC 3.x Data Migration

Minio Data Migration

Setup Realtime Reporting Connector

Statefulset Release Management

nats deployment guide for CX on cloud
Helm Upgrade Guide
Upgrade to Mongodb Version 8.x for CX Solution
QM Connector Deployment Guide
QM Deployment and Configuration Guide

Developer Guides

Customer Facing SDK for Omnichannel Communication

Expertflow CX Objects

channelData
AgentPresence
CC User
Channel
ChannelConfig
ChannelConnector
channelSessionState
ChannelType
conversationParticipant
customer object

Participant

channelSession

ParticipantRole
ParticipantType
Tenant
carouselMessageType
component
ComponentType

CIM Messages

Message Body

Plain Text Message

Multimedia Messages

Send a Media message

Contact Message
Location Message
Button Message
URL Message
WrapUp Message
Delivery Notification Message
Notification Message
Deleted Notification
Whisper Message
Action Message
Carousel Message
Custom Message
Receipt Message
Template Message
Email Message
Voice Message

Message Header

Intent

Forms Developer Guide

Form APIs

Get Form Validations
Update Form
Get Form
Delete Form
Create Form

Agent Desk Developer Guide

Socket Events

Exchange CIM Message

Third Party Activies API

Unified Admin Guide

Getting the Offline License Encrypted file

Integrations

Cisco Contact center integration

Deployment and Configurations
Cisco Voice Channel Limitations

Cisco Outbound Connector

Cisco Outbound Connector Docker Deployment Guide
Cisco Outbound Connector Kubernetes Deployment Guide

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 Contact Center Integration with EF CX Cloud

Deploying Finesse Gadget

AgentDesk Environment Configurations for Cisco

CRM Connectors

Technical Solution for CRM bugs in CX voice
CRM/Agent Desk Post Message Events

Eleveo Recording Middleware

Security

Identity and Access Management

User Management in KeyCloack

Admin Permissions - Resource, Scope, Role Mapping
Admin Guide For Bulk User Upload To Keycloak

Agent Authorization with Agent Desk

Agent Desk Permissions - Resource, Scope & Groups Mapping

How to update admin passwords in CX components
Separate Account for API Admin and Application Admin
Configuration of Event Logging in KeyCloak

Application Management

Two Factor Authentication - User Guide (Agent Desk)
Two Factor Authentication - Installation and Configuration Guide

Security and User Permissions

_Agent Team
_Team Configuration in Keycloak
User Roles

Keycloak Error Responses Guide

Agent Desk Error Messages Guide
Troubleshooting Login Errors

KeyCloack Guides

Keycloak Configuration
Using Keycloak for Superset Authentication
Keycloak Users' Teams Configuration
Keycloak realm and users Bootstrapping for EF-CX

Security and Privacy Compliances

HIPAA Compliance
PCI DSS Compliance
GDPR Compliance

Security Features

Data Encryption

PII Data Masking

PII Data Masking in Logs
PII Data Masking of Customer Attributes in AgentDesk

Vulnerability Assessments

OWASP Top Ten
CX Component Vulnerability Report

LetsEncrypt SSL for EF-CX
Implementing Security Policies

Voice Recording Solution

SIPrec-based recording using a drachtio server, and FreeSWITCH as the media server
Recording Links In EF CX

Compatibility Guides
CX-Tenant Component deployment

Business Calendars

Business Calendars Limitations
Business Calendar API Configurations

Outbound Campaigns

Datasheet - CX Campaigns
User Guide - CX Campaigns
API Reference - CX Campaigns
Solution Architecture - CX Campaigns

Deployment Guide - CX Campaigns

Campaign Channel Configurations

CX Surveys

CX Surveys Datasheet
CX Surveys Deployment Guide
CX Surveys User Guide

CX Surveys Reports

Questions' Summary Report
Agents' Summary Report

Breadcrumbs

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KeyCloack Guides

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Keycloak Configuration
Using Keycloak for Superset Authentication
Keycloak Users' Teams Configuration
Keycloak realm and users Bootstrapping for EF-CX

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Business Continuity Policy
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Quality Policy
Transparency and Anticorruption Policy

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