CX Release Notes | Expertflow CX

Release Name	CX5.9.0
Release Date	2026-08-11
Release Summary	Expands outbound campaign capabilities with agent-first Preview dialling for CX Voice, IVR-based outbound campaigns, independently configurable Saturday and Sunday compliance windows, and a new Non-Voice Campaign Report covering Email, SMS, and WhatsApp campaigns. Introduces Workforce Management (WFM) as a native add-on for Expertflow CX, extending WFM beyond Cisco UCCE with multi-tenant support and EFCX-native adherence tracking. Also extends Quality Management support for Cisco UCCX to a broader range of call scenarios, including hold, transfer, and consult calls. Includes a fix for a reporting dashboard compatibility error caused by a plugin version mismatch.

Release Name

CX5.9.0

Release Date

2026-08-11

Release Summary

Expands outbound campaign capabilities with agent-first Preview dialling for CX Voice, IVR-based outbound campaigns, independently configurable Saturday and Sunday compliance windows, and a new Non-Voice Campaign Report covering Email, SMS, and WhatsApp campaigns.

Introduces Workforce Management (WFM) as a native add-on for Expertflow CX, extending WFM beyond Cisco UCCE with multi-tenant support and EFCX-native adherence tracking. Also extends Quality Management support for Cisco UCCX to a broader range of call scenarios, including hold, transfer, and consult calls.

Includes a fix for a reporting dashboard compatibility error caused by a plugin version mismatch.

🚀 Deployment & Upgrade

Scenario	Guide
Deployment Guide	Deployment Guide
Upgrade from CX5.8.0	CX5.8.0 → CX5.9.0

Scenario

Guide

Deployment Guide

Deployment Guide

Upgrade from CX5.8.0

CX5.8.0 → CX5.9.0

New in CX5.9.0

Outbound Campaigns

Feature(s)	Description
Introduce Preview Dialling for CX Voice Campaigns	CX Voice Campaigns now support Preview dialing mode, in which the dialer connects to the agent first and places the customer call only after the agent accepts. This gives agents the chance to review customer context before every call and ensures each attempt is deliberate, useful for high-value or compliance-sensitive outbound calling. Calls the agent skips or doesn't answer are excluded from future dialing automatically.
Add IVR-Based Outbound Campaigns	CX now supports IVR-based outbound campaigns that automatically dial contacts and route answered calls to an IVR script rather than a live agent. This enables outbound communication such as notifications or surveys without requiring agent availability for every call.
Enable Independent Saturday and Sunday Calling Windows	Compliance calling-window schedules now support independent Saturday and Sunday windows instead of a single combined weekend schedule. Admins can configure province-specific rules where Saturday and Sunday have different calling hours, and can fully disable calling on either day where local regulations require it.
Add Non-Voice Campaign Summary Report	Adds a new report that tracks non-voice campaign performance across Email, SMS, WhatsApp, and other non-voice channels, broken down by day, campaign, and channel. Shows how many contacts were reached and how each message resolved; sent, delivered, failed, bounced, or replied to; giving campaign managers a clear view of non-voice outcomes alongside existing voice campaign reporting.

Workforce Management

Feature	Description
Introduce Workforce Management as a CX Add-on	Introduces Workforce Management (WFM) as a native add-on for Expertflow CX, extending WFM beyond Cisco UCCE to work directly with EFCX agents, teams, and states. Adds multi-tenant support and EFCX-native adherence tracking, with WFM reporting migrated to Metabase to align with the rest of the CX reporting stack.

Feature

Description

Introduce Workforce Management as a CX Add-on

Introduces Workforce Management (WFM) as a native add-on for Expertflow CX, extending WFM beyond Cisco UCCE to work directly with EFCX agents, teams, and states.

Adds multi-tenant support and EFCX-native adherence tracking, with WFM reporting migrated to Metabase to align with the rest of the CX reporting stack.

Quality Management

Feature	Description
Expand Quality Management Support for Cisco UCCX Call Scenarios	Supports recording ingestion from Cisco UCCX 15 across a broader range of call scenarios, including simple calls, calls with hold, direct transfers, consults, and consult transfers, for both inbound and outbound calls. This gives quality evaluators and supervisors more complete recording coverage for UCCX-based interactions, improving coaching and compliance review.

Feature

Description

Expand Quality Management Support for Cisco UCCX Call Scenarios

Supports recording ingestion from Cisco UCCX 15 across a broader range of call scenarios, including simple calls, calls with hold, direct transfers, consults, and consult transfers, for both inbound and outbound calls.

This gives quality evaluators and supervisors more complete recording coverage for UCCX-based interactions, improving coaching and compliance review.

Bug Fixes

Feature	Description
Fix Reporting Dashboard Compatibility Error	Issue: After a platform component upgrade, reporting dashboards displayed an error caused by an incompatible plugin version. Resolution: The affected plugin has been updated to a compatible version, and dashboards have been redeployed with the corrected configuration, resolving the display error.

Feature

Description

Fix Reporting Dashboard Compatibility Error

Issue: After a platform component upgrade, reporting dashboards displayed an error caused by an incompatible plugin version.

Resolution: The affected plugin has been updated to a compatible version, and dashboards have been redeployed with the corrected configuration, resolving the display error.

✅ Compatible with

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