System Functional Support Matrix
This document outlines the core capabilities of CXMind, organized by module and protocol compatibility.
1. Protocol Ingestion Matrix
At the data convergence layer (IE layer), CXMind supports the following communication protocol specifications:
| Protocol Domain | Protocol Spec | Community Edition (Core) | Pro Commercial Edition | Purpose & Positioning |
|---|---|---|---|---|
| Signaling | SIP (UDP) | ✅ Fully Supported | ✅ Fully Supported | Basic call creation, ringing, and answered message tree |
| Signaling | SIP (TCP) | ✅ Fully Supported | ✅ Fully Supported | Fragmented large payload packet loss prevention |
| Signaling | SIP (TLS) | ✅ Fully Supported | ✅ Fully Supported | End-to-end encryption for public network connections |
| Signaling Gateway | HEP v3 | ✅ Fully Supported | ✅ Fully Supported | Homer protocol standard via external probes |
| Media Stream | RTP | ✅ Fully Supported | ✅ Fully Supported | Mono/stereo real-time network packet capture |
| Media QoS | RTCP | ✅ Fully Supported | ✅ Fully Supported | Jitter, latency and packet loss scoring (MOS) |
2. Module Architecture (18 Modules)
CXMind is organized into Core (always enabled) and Optional (user-toggleable) modules.
Core Modules (8)
| Module | Slug | Description |
|---|---|---|
| Holographic Dashboards | dashboard | Real-time multi-dimensional statistics and charts |
| Live Monitoring | monitoring | Agent call monitoring + alert channel configuration |
| CDR Browser | calls | Call detail record queries and playback |
| SIP Event Stream | call_events | Real-time SIP signaling event logs |
| User Management | users | User accounts, roles and permissions |
| Agent Management | agents | Agent profiles, status and skill configuration |
| Agent Map | agent_map | Seat heatmap and agent leaderboard |
| Settings | settings | System configuration and vendor management |
Optional Modules (10)
| Module | Slug | Release Wave | Description |
|---|---|---|---|
| Contact CRM | contacts | Wave 1 | Customer profiles, lookup and caller context |
| Analytics | analytics | Wave 1 | SLA/KPI reports, outcome schemas, SER config |
| SOP Library | sop | Wave 1 | Agent manual guidance workflows (AI-driven branching in Wave 2+) |
| Knowledge Base | knowledge | Wave 1 | Vector DB powered RAG retrieval (Basic search, no call integration) |
| System Demo | demo | Wave 1 | Mock data stream & real-time engine demo |
| Omnichannel Inbox | inbox | Wave 2 | WebChat, WhatsApp, LINE, Kakao, Email, WeChat |
| WFM | wfm | Wave 2 | Workforce management scheduling |
| Quality Inspector | qi | Wave 2 | LLM-based call quality evaluation and checklist |
| Action Center | action_center | Wave 2 | Post-call action draft generation |
| Webhooks | webhooks | Wave 2 | Third-party CRM integrations |
| Audit | audit | Wave 2 | Security audit logs and anomaly detection |
Copilot Chrome Extension
The Copilot extension adapts its UI based on enabled modules:
| Copilot Panel | Required Module | Behavior When Disabled |
|---|---|---|
| CallerContext360 | contacts | Degrades to basic phone/name display |
| Chat Tab (Inbox) | inbox | Tab hidden |
| WFM Schedule | wfm | Menu item hidden |
| Action List | action_center | Panel hidden |
| SOP Guide | sop | Panel hidden |
3. AI Engine Capabilities
| Capability | Engine | Edition |
|---|---|---|
| Real-time Agent Coaching | LLM (multi-vendor) | ✅ Core |
| Speech Emotion Recognition | SER (Python ONNX) | ✅ Core |
| Call Summarization | LLM | ✅ Core |
| Outcome Prediction | LLM | ✅ Core |
| PII Sanitization | Regex + NER | ✅ Core |
| RAG Knowledge Search | LLM + Vector DB | Pro (requires knowledge module) |
| Quality Inspection | LLM + Checklist | Pro (requires qi module) |
| Action Draft Generation | LLM | Pro (requires action_center module) |
(Note: Some AI features requiring advanced model support are unlocked via a Pro License)