Customer Experience EOL FAQ

Why do we plan to migrate Customer Experience Analytics (CEX) features into Analytics for Contact Center (ACC) and Supervisor Workspace?

We are consolidating all our contact center reporting capabilities and functionalities into one primary application - Analytics for Contact Center. ACC is more robust, highly flexible, and consolidates both real-time and historical data in one place allowing supervisors to customize their contact center activity monitoring approach.

All current CEX capabilities (Recent Calls metrics, Visual Customer Journey, IVR Report with the Dominant Paths, Digital Channels) will be migrated into ACC except for Post Call Survey which will be migrated into Supervisor Workspace. 

After achieving this unification, the CEX standalone application/access point will be removed and customers will continue to use its features from within ACC or Supervisor Workspace.

Why do we plan to end-of-life (EOL) Customer Experience Analytics (CEX)?

By consolidating the CEX features into Analytics for Contact Center (ACC) and Supervisor Workspace users will no longer need to access CEX in a separate app.

When will Customer Experience Analytics (CEX) go end-of-life (EOL)?

CEX will reach EOL in Q3 of FY 2024. At that time, access to CEX will no longer be available as a standalone application.

Do users need to do anything to prepare for the migration at this time?

Not at this time. There will be additional communication as we get closer to the migration with more information and details regarding any required pre-migration actions.

Will there be actions required pre-migration?

Some actions may be required, but they are specific to customer filters and API users. We will provide more specifics as we get closer to migration.

Will users have any extra benefits if we migrate Customer Experience Analytics (CEX) features into Analytics for Contact Center (ACC)?

In addition to providing access to significantly more metrics than the legacy CEX reports, the current ACC capabilities will also provide advanced functionality compared to the legacy CEX system. 

Advanced ACC features include:   

• Scheduling
• Real-Time monitoring
• Custom Metrics definition
• Thresholds setup
• Modern UX/UI

For more information on Analytics for Contact Center and what features are currently available, please view this user guide. 

Will any other services be affected?

The End-of-Life of Customer Experience will also impact any legacy DTMF blacklisting previously set up in Customer Experience. For more information, please view the Legacy DTMF Blacklist EOL FAQ.