Frequently Asked Questions
Answers to common questions about Expert Statistics, Insights AI and CRM Middleware.
CRM Middleware
Supported Integrations
Which CRMs and PBX systems work with CRM Middleware, and how connections are authenticated.
Read questionsConnecting Your PBX
Step-by-step guidance for connecting 3CX or Yeastar to CX-Engine via the OAuth 2.0 flow.
Read questionsConfiguration & Sync
Enable contact lookup, call logging, and field mapping, and understand how data syncs to your CRM.
Read questionsExpert Statistics
Call Accounting
Understand how Expert Statistics categorizes and counts calls: incoming, internal, declined and abandoned.
Read questionsAdvanced Configuration
Configure groups, scheduled reports, and real-time alerts to get the most out of Expert Statistics.
Read questionsQueue Statistics
Understand queue wait times, consolidation modes, and how calls are counted across multiple queues.
Read questionsInsights AI
Overview & Capabilities
Learn what Insights AI does, which PBX systems it supports, and what intelligence it produces from every call.
Read questionsTranscription & Sentiment
How automatic transcription works, what sentiment analysis measures, and what speech KPIs Insights AI computes for each call.
Read questionsSetup & Pricing
How to activate Insights AI, what prerequisites are required, how it is priced, and how to configure call subjects and audit grids.
Read questions