CX Release Notes 4.9

CX4.9

QA PASSED

23 Apr 2025

Includes more channels, such as Email, WhatsApp, LinkedIn, and YouTube, while enhancing Facebook and Instagram functionality with Button Message support. Optimizes performance through SLA improvements and automates MRD synchronization.

Enhances agent capabilities by enabling conference call updates and refining dashboard settings.

Improves existing reports by modifying External Transfer Reason Codes and adding detailed Outbound Campaign Reports. Additionally, reinforces security by implementing two-factor authentication via Microsoft Authenticator.

Supports email communication within the Expertflow Platform. This includes both sending and receiving functionalities. Additionally, users can attach files, utilize the reply feature, and benefit from email threading for enhanced organization and context.

This is a supported customer communication channel in Expertflow CX, allowing businesses to handle interactions with viewers via YouTube video comments. This integration enables businesses to respond to comments directly within the Expertflow CX interface, enhancing customer engagement and brand responsiveness.

This is a supported customer channel that enables businesses to handle interactions with customers and potential customers on the professional social network.

WhatsApp support in Expertflow CX lets businesses engage with their customers through real-time messaging on WhatsApp. Whether it's a simple text or rich media like files, images, or location data, the connector ensures seamless communication from within the Expertflow CX interface.

Enables Quick Replies using button messages, allowing businesses to offer customers predefined response options. This feature improves user experience by streamlining conversations, minimizing typing effort, and speeding up interactions.

The agent-manager now directly manages SLA timers based on incoming AGENT and CUSTOMER messages, simplifying the flow and eliminating the need for additional AMQ events.

Previously, the Conversation Monitor was publishing SLA_STARTED events to AMQ on every customer message and SLA_STOPPED events on every agent message. This approach introduced unnecessary load on AQM and the network, resulting in performance issues.

With the Auto Sync MRD feature, when an agent sets its Agent State to Ready, all associated MRDs configured for auto-sync are automatically transitioned to the Ready state as well.

This allows agents to add the consulted agent to a conference with the customer in an ongoing conversation to collaborate and assist the customer together. When another agent is added to the conversation, it becomes a conferenced conversation. The newly added agent in the conference has the same level of rights and permissions as the first primary agent in the conversation. This also implies that if the first agent leaves the conversation, the conference will continue with the agents in the conversation.

The theme of the Grafana dashboard is now synced with the EFCX AgentDesk theme. With this implementation, whenever someone changes the AgentDesk UI theme from dark to light or light to dark, the change of theme also applies to the grafana theme.

The time format for displaying the stats of AWT and AHT is now being shown in HH:MM:SS format.

Adds the following reports to showcase the outcomes of calls initiated by the dialer.

• Campaign Summary - Call/Chat Result

• Connected Calls Detail

• Campaign Calls Detail Report

• Dialing & Success Rate Summary - Campaign Wise

Includes reason codes for External Transfers in the reports listed below.

• Transferred Task Per Queue Report

• Queue Stats Today Report

• Queue Wise Stats Summary Report (All views)

• Conversation Detail Report

• Agent Productivity By Queue

• Agent Performance Report

The report package for this release has been successfully uploaded here

Two-factor authentication now supports the Microsoft Authenticator App.