CX Release Notes | Expertflow CX

Release Name	CX5.6.0
Release Date	2026-07-13
Release Summary	Extends Quality Management to Cisco UCCX 15, brings Microsoft 365 / Exchange Online support to the Email Connector, delivers a self-service translation management interface for cloud administrators, and resolves key reliability issues in the Workforce Management module.

🚀 Deployment & Upgrade

Scenario	Guide
Deployment Guide	Deployment Guide
Upgrade from CX5.5.0	CX5.5.0 → CX5.6.0

New in CX5.6.0

Quality Management

Feature	Description
Enable Quality Management for UCCX 15	Supports UCCX - 15 as a recording source for Quality Management. Inbound and outbound voice calls, including simple hold and resume plus direct transfers, are automatically pushed into the platform with recording links attached to each interaction. Quality managers / Evaluators can play back recordings directly in the QM module, giving them full context for every evaluation without switching tools.

Feature

Description

Enable Quality Management for UCCX 15

Supports UCCX - 15 as a recording source for Quality Management. Inbound and outbound voice calls, including simple hold and resume plus direct transfers, are automatically pushed into the platform with recording links attached to each interaction.

Quality managers / Evaluators can play back recordings directly in the QM module, giving them full context for every evaluation without switching tools.

Channel Connectors

Feature	Description
Extend Email Connector to Support Microsoft 365 (Exchange Online)	The Email Connector now supports Microsoft 365 / Exchange Online in addition to on-premises Exchange. Organizations that have migrated to the cloud connect their Microsoft 365 mailboxes directly to ExpertFlow CX via Azure app registration. Agents receive, reply to, and manage customer emails through AgentDesk with no on-premises Exchange server required.

Feature

Description

Extend Email Connector to Support Microsoft 365 (Exchange Online)

The Email Connector now supports Microsoft 365 / Exchange Online in addition to on-premises Exchange. Organizations that have migrated to the cloud connect their Microsoft 365 mailboxes directly to ExpertFlow CX via Azure app registration.

Agents receive, reply to, and manage customer emails through AgentDesk with no on-premises Exchange server required.

Administrator Experience Improvements

Feature	Description
Introduce Translation Management Interface for AgentDesk	Platform administrators can now manage AgentDesk languages and customize interface text directly from the Unified Admin interface.

Workforce Management

Feature	Description
Improve Workforce Management Stability and Reliability	The Workforce Management module delivers a set of stability and accuracy improvements across scheduling, adherence tracking, and reporting. Schedules load without errors, adherence timelines update in real time on the View Adherence screen, agent state durations appear correctly in the Agent Statistics report, and the application remains responsive during extended idle periods.

Feature

Description

Improve Workforce Management Stability and Reliability

The Workforce Management module delivers a set of stability and accuracy improvements across scheduling, adherence tracking, and reporting.

Schedules load without errors, adherence timelines update in real time on the View Adherence screen, agent state durations appear correctly in the Agent Statistics report, and the application remains responsive during extended idle periods.

✅ Compatible with

This release has been thoroughly tested with various environments and tools.