Release Notes | Expertflow CX

Release Name	VRS14.11.0
Release Date	2026-10-09
Release Summary	Adds an Operations Dashboard so supervisors and admins can review call volume and hold metrics. For Cisco UCCE and UCCX deployments, a call can have more than one tag, users can filter by multiple tags, and everyone can see tags on recordings. Only users with the tag-assign role can add or remove tags.
Upgrade Guide	VRS Upgrade Guide from 14.10.0 to 14.11.0

Release Name

VRS14.11.0

Release Date

2026-10-09

Release Summary

Adds an Operations Dashboard so supervisors and admins can review call volume and hold metrics.

For Cisco UCCE and UCCX deployments, a call can have more than one tag, users can filter by multiple tags, and everyone can see tags on recordings. Only users with the tag-assign role can add or remove tags.

Upgrade Guide

VRS Upgrade Guide from 14.10.0 to 14.11.0

✨ New in VRS 14.11.0

This minor release builds on VRS 14.10.0. It adds an Operations Dashboard for supervisors and admins and makes call tagging more flexible on Cisco deployments.

Operations

Feature(s)	Description
Introduce Operations Dashboard	Supervisors and admins can open the Operations Dashboard to review call volume and hold metrics for a date range and optional skill group. The view shows total interactions, average call duration, average hold time, long holds (calls above a chosen threshold of 2, 4, 6, 8, or 10 seconds; the screen labels these as > Xs), inbound and outbound counts, a call-direction chart, interactions by hour, and a breakdown by skill group. Metrics refresh about every five minutes; users can also apply new filters and refresh manually. This helps supervisors and admins spot busy periods and long holds without exporting data. Multi-leg calls count as one interaction. Figures are for the signed-in tenant. Applies to: Cisco UCCE and UCCX only (not EFCX). Formal testing for this release was on UCCE; UCCX is supported but was not formally tested. Limitation: Supervisors see the same tenant-wide dashboard figures as admins. Department groups do not limit what appears on the dashboard. Details: Release Limitations.

Feature(s)

Description

Introduce Operations Dashboard

Supervisors and admins can open the Operations Dashboard to review call volume and hold metrics for a date range and optional skill group. The view shows total interactions, average call duration, average hold time, long holds (calls above a chosen threshold of 2, 4, 6, 8, or 10 seconds; the screen labels these as > Xs), inbound and outbound counts, a call-direction chart, interactions by hour, and a breakdown by skill group. Metrics refresh about every five minutes; users can also apply new filters and refresh manually.

This helps supervisors and admins spot busy periods and long holds without exporting data. Multi-leg calls count as one interaction. Figures are for the signed-in tenant.

Applies to: Cisco UCCE and UCCX only (not EFCX). Formal testing for this release was on UCCE; UCCX is supported but was not formally tested.

Limitation: Supervisors see the same tenant-wide dashboard figures as admins. Department groups do not limit what appears on the dashboard. Details: Release Limitations.

Media Recordings

Feature(s)	Description
Assign Multiple Tags to a Call	A call can have more than one tag. Users can also search and filter recordings by more than one tag at a time. Teams can label the same call for quality review, compliance, or coaching without choosing only one category. Applies to: Cisco UCCE and UCCX only (not EFCX). Formal testing for this release was on UCCE; UCCX is supported but was not formally tested.

Feature(s)

Description

Assign Multiple Tags to a Call

A call can have more than one tag. Users can also search and filter recordings by more than one tag at a time.

Teams can label the same call for quality review, compliance, or coaching without choosing only one category.

Applies to: Cisco UCCE and UCCX only (not EFCX). Formal testing for this release was on UCCE; UCCX is supported but was not formally tested.

Role-based Access Control

Feature(s)	Description
Simplify Who Can View and Assign Tags	All users, including agents, can see tags on recordings. A separate view-only tag role is no longer required. To add or remove tags, a user still needs the tag-assign role (`evaluatetag` in Keycloak). After upgrading, assign the tag-assign role to users who should change tags. Users without that role can still see tags and filter by them. Applies to: Cisco UCCE and UCCX only (not EFCX), same as call tagging.

Feature(s)

Description

Simplify Who Can View and Assign Tags

All users, including agents, can see tags on recordings. A separate view-only tag role is no longer required. To add or remove tags, a user still needs the tag-assign role (evaluatetag in Keycloak).

After upgrading, assign the tag-assign role to users who should change tags. Users without that role can still see tags and filter by them.

Applies to: Cisco UCCE and UCCX only (not EFCX), same as call tagging.

Security

Feature(s)	Description
Protect Login Credentials	On the standalone VRS login page, the browser encrypts the username and password before they are sent to VRS. Credentials are not visible as plain text in network captures, and a captured login request cannot be replayed.

Feature(s)

Description

Protect Login Credentials

On the standalone VRS login page, the browser encrypts the username and password before they are sent to VRS.

Credentials are not visible as plain text in network captures, and a captured login request cannot be replayed.

API and database changes

If your team uses the VRS REST API or builds reports from the VRS database, review these changes before you upgrade.

The database now stores more than one tag per call (not a single tag id) and stores hold time for each session.
Recording search results include hold time and lists of tag ids and tag names. Older single-tag fields still return the first tag only, for compatibility.
Search can filter by hold time and by more than one tag id.
Updating tags on a recording can replace the full tag list, or add or remove one tag at a time. Replacing a single tag (as in earlier releases) still works.
Custom reports or integrations that assume a call has only one tag may need updates when multiple tags are used.

Upgrade impact

Follow the VRS Upgrade Guide from 14.10.0 to 14.11.0 — back up your settings and database, run the required database script, and assign the tag-assign role where needed.
Update any custom reports or API clients that assume a call has only one tag.
All users can view tags after the upgrade. Only users with the tag-assign role can add or remove tags.

Release Test Highlights

Tested With

This release has been tested with Cisco CUCM version 12.5, Cisco UCCE 12.6.2, and EFCX 5.13 (general recording and Media Recordings flows). The Operations Dashboard and call tagging apply to Cisco only and were formally tested on UCCE; UCCX is supported for those features but was not formally tested. They are not available on EFCX.
The solution has been tested with the MSSQL database and with PostgreSQL 14+.
For Cisco deployment, Cisco Jabber (v15.2.3.61008) devices are configured as agent phones.
Calls have been tested using real mobile devices, routing through Cisco Finesse.
On Cisco UCCE, testing covered normal inbound/outbound calls as well as transfer, conference, and barge-in recording behavior, in addition to the standard Media Recordings search/playback flows.
The VRS Web Application has been tested on Google Chrome (v152.0.x).

Not tested with

The solution has not been tested with SQL databases other than MSSQL and PostgreSQL.
High Availability (HA) deployment is not tested in this version.
Calls have not been tested with Cisco IPC phones.
Load testing has not been conducted for VRS.
Cisco UCCX was not formally tested in this release (UCCE was). Operations Dashboard and tagging are still supported on UCCX.

Compatibility Guide

See the Compatibility Guide — Media Recording.

Release Limitations

See Release Limitations.