|
Target release |
1.0.0 |
|---|---|
|
Target release date |
|
|
Status |
Completed |
|
Epic/Task |
|
|
Document status |
COmpleted |
|
Document owner |
Yulmas Gulzar |
|
Developers |
Amr Muhammad |
|
QA |
Yulmas Gulzar |
|
EFCX Compatibility |
Release Summary
This embedded EFCX Connector runs inside the ZOHO CRM, it enables agent state controls, call & chat controls within ZOHO CRM allowing agents to use the same CRM agent interface for all call and chat handling and transfer.
Release Limitations
-
Selected Wrap-up and Notes will not be reflected in the chat or call activity.
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Click to chat is not available for this release.
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Multi-match lists will not be displayed based on the active chat session when multiple chats are switched.
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Activity gets created for unanswered Call\Chat.
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Hand Raise functionality is currently not available.
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Screen pop-up is not occurring for Whisper.
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No activity gets created for Agent B when a Consult transfer is performed on Chat.
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The direction in the activity for Agent B is appearing Outbound when performed Consult transfer.
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Agent A can Hold the Conversation between Agent B and Customer when he is in a wrap-up state
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CX-Voice limitations are here.
Important Notes
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Do not login to the same agent on different browsers or different machines.
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Admin access for ZOHO CRM is required to make CRM side configurations.
Open Issues
| Key | Summary | T | P | Status | Resolution |
|---|---|---|---|---|---|
|
Data cannot be retrieved due to an unexpected error. View these issues in Jira |
|||||
Release Tested Highlights
Tested with:
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EFCX Agent Desk
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CX Voice
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Supervisor Controls.
-
The following EFCX chat chanels:
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WebChat
-
WhatsApp
-
-
Zoho CRM
Testing Machine Hardware Specs:
|
CPU |
RAM |
Hard Disk |
|---|---|---|
|
4 |
12GB |
120GB |
Operating System:
Version: Windows Server 2016 Standard
Compatibility Matrix for this release is available here.