|
Target release |
2.0.0 |
|---|---|
|
Status |
COMPLETED |
Release Summary
This embedded EFCX Contact Center runs inside ZOHO CRM. It enables agent state controls and call and chat controls within ZOHO CRM, allowing agents to use the same CRM interface for all call and chat handling and transfers.
Release Limitations
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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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An activity gets created for unanswered Call/Chat.
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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 as Outbound when performing a Consult transfer.
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CX-Voice limitations are here.
Important Notes
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Do not log in 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.
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Screen pop-up is not occurring for Whisper.
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Agent A can hold the Conversation between Agent B and the customer when he is in a wrap-up state
Release Tested Highlights
Tested with:
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EFCX Agent Desk 5.0
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CX Voice
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Supervisor Controls.
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The following EFCX chat channels:
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WebChat
-
-
Zoho CRM Enterprise edition
Testing Machine Hardware Specs:
|
CPU |
RAM |
Hard Disk |
|---|---|---|
|
8 |
16GB |
160GB |
Operating System:
Version: Ubuntu 22.04.4 LTS (GNU/Linux 5.15.0-119-generic x86_64)
Web Browser(s)
For an optimal experience, the Webex CC Connector requires a modern browser with JavaScript enabled.
|
Browser |
Tested Version |
Compatibility |
|---|---|---|
|
Google Chrome |
|
|
|
Firefox |
|
|