CX Release Notes 5.3.0

2026-05-13

Strengthens the Quality Management module with advanced review filters, direct Forms module access for Quality Managers, and updated APIs for improved reliability. Extends channel coverage with Apple App Store review management, enabling agents to receive and respond to app reviews directly from EFCX.

Boosts agent and supervisor productivity with centralised Quick Links, delivers richer conversation experiences with native display support for carousel, form, and list message types directly in AgentDesk.

CX5.2.0 → CX5.3.0 Upgrade Guide

Advanced Filters on the Reviews Screen

Quality evaluators can now filter the Reviews screen using a comprehensive set of criteria: questionnaire, agent, team, evaluator, date range, channel, call direction, customer identifier, wrap-up reason, and call duration. This makes it significantly faster to find specific evaluations and perform targeted quality reviews.

Quality Manager Access to Forms Module

Quality Managers can now log into Unified Admin to create and manage evaluation questionnaires directly, without needing a full admin role. Access is restricted to the Forms module only, so other admin settings remain secure and unaffected.

Quality Management API Reliability Upgrade

The Quality Management module now uses modern GraphQL APIs to communicate with the Conversation Manager, replacing older REST-based calls that are reaching the end of support. This improves reliability and keeps the platform ready for future growth.

Quick Links - Centralised Access to External Tools

Admins can now manage a list of external application links from Unified Admin. Links appear in both Unified Admin and AgentDesk, are visible only to the roles they are assigned to, and can be pinned for faster access. A default set of ExpertFlow CX application links is available automatically on first login.

Rich Message Display in Conversations (Carousel, Form, List)

AgentDesk now renders carousel, form, and list message types with a proper interactive interface. Agents can clearly see the message layout and the customer's responses, including which options the customer selected, instead of seeing raw data.

Unsupported message types continue to display safely without breaking the conversation view.

Apple App Store Reviews

Agents can now receive and respond to Apple App Store reviews directly from EFCX without switching tools. Each review appears as a conversation in the queue, showing the customer's star rating, review text, and name. Agents can reply to reviews from the conversation view, and replies are posted directly to the App Store.