📣Important Announcements
Please take note of the following long-term and ongoing announcements below:
INC OData Server-driven pagination
OData Server-driven pagination
Starting February 2026 the Nimbus OData API handles large dataset requests with pagination using @odata.nextLink. Paginated results with a maximum of 100'000 entities per response are enforced.
Impacts to customers may not be obvious (non breaking change), but if the interface consuming the OData is not ready to handle pagination, partial results may be “silently" shown.
✅Actions required:
-
If you are using the Nimbus Power BI Template version 1.122 or above, you can expect it to handle
@odata.nextLinkout of box.
→ Unless your template has been modified, there is no need to take action. In principle, older templates should also handle this automatically, however in case of problems, we recommend to always check if you can reproduce the issue with the most recent template listed in the Nimbus BI Template Release Notes. - In case you need to refresh and view large sets of data regularly, we still recommend looking into setting up Incremental Refresh using Power BI Online services. This will automate and schedule the refresh procedures, decreasing the amount of data loaded for each ongoing time increment.
- When using custom or 3rd-party solutions to consume OData you must familiarize yourself with the specifics of the tools and interfaces you use to ingest data from our OData API.
🤔What is @odata.nextLink?
🔎@Odata.nextLink is…:
- … a property used in OData responses to support pagination. Its presence indicates that the response is larger than what can be fit in a single response.
- … an indication that there are more results to be fetched, before the request is fully satisfied.
- … URL that can be used to call and retrieve the next page of results. The URL is server-generated (never modify it).
- … an OData standard. Typically returned by OData services including Nimbus, Microsoft Graph, and any OData v4-compliant API.
- … essential for consuming large datasets.
- … handled out of the box by most mainstream data platforms that claim native OData ingestion support and have native OData connectors (e.g. Power BI, Excel, Azure Data Factory, etc.).
🔎Things to be aware of:
- A system that sources data from the OData relying on a non-paged behavior may quietly end up with partial query results.
- Systems that rely on custom logic to extract OData may not handle pagination automatically and may need manual intervention to handle it. E.g.:
- Raw HTTP clients (curl, Postman, custom scripts)
- Generic REST connectors without OData awareness
- Older OData v2-only connectors (some legacy tools)
- 10,000 is the maximum set – not a guarantee. Some pages may contain fewer records.
🔎 @odata.nextLink works as follows:
- The data client generates a request to the OData service.
- The OData service responds.
- The presence of
@odata.nextLinkin the response indicates that the server has more data available. - Clients must continue issuing requests using the provided URL until no
@odata.nextLinkis returned.
🤔How does it work in the BI Template?
💡Good to know: The default official Nimbus Power BI Template does not need to be updated in order to handle the introduction of "@OData.nextLink". Power BI expects this behavior and handles it automatically.
☝If you customized the template, ensure that you are familiar with your code and how this could interfere with the standard @Odata.nextLink behavior. If unsure, update the default template to the newest version.
🔎How does Odata.nextLink improve stability of the OData service with Power BI?
| ✅ With server paging Power BI | ❌ Without server paging Power BI |
|---|---|
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🤔Which Nimbus data is affected?
Impacted OData entities from the Nimbus Reporting Model and Data Aggregation are as follows:
ServiceSessionsAggregatesUserSessionsAggregatesUserStatesAggregatesServiceSessionsUserSessionsUnifiedSessionsTransferSessionsCallers
🤔Why does the data refresh take longer after this change?
🔎There are two reasons to this:
- Equal load distribution: OData pagination is a change that we have implemented to improve stability of the architecture, serving concurrent requests from multiple tenants simultaneously. This is to ensure a fair and equal load distribution of available server resources amongst all Nimbus customers.
- Consistent performance: Compared to the previous setup, OData pagination could in some cases make the refresh times appear inconsistent, even on an seemingly identical data scope. The reason – particularly with very large datasets – was that multiple sequential requests to retrieve all data were required.
💡For these reason we recommend to implement Incremental Refresh and be mindful of the size of the query when hitting the OData Feed.
INC Application Consent Presence Service Notice
✅Admin Action Required: Migration to new Presence Service
🔎 What it is about: The Nimbus presence service continuously tracks each agent's real-time MS Teams status (available, busy, in a call, or away), so Nimbus only routes customer calls to people who can actually take them. As of Today, Teams presence is polled from Microsoft Graph in three ways:
- Application permissions1 (current standard)
- Federation (deprecated)
- Guest accounts (deprecated)
☝️ Why migration is needed: The main reason isn't a technical limitation; it's that Azure federation and guest-account polling are already deprecated. Luware development therefore rewrote the design, which is designed around application permissions.
✅ What Tenant Administrators need to do:
- If your tenant still runs or federation or guest accounts, a one-time admin step is required before you can switch.
💡The legacy service keeps running until all Tenants are migrated. - As tenant admin you need to grant admin consent to the Nimbus application in your Microsoft tenant, a single approval in Entra/Azure AD.
a. We will provide you with a URL including your Tenant ID to click, authenticate and approve the consent.
b. As an alternative, you can re-run the Provisioning PowerShell script. - Once done and confirmed, get in touch with your Support representative, so we can switch your Tenant to the new presence service.
💡 Example of the consent link:
INC Nimbus ACS grant consent links
https://login.microsoftonline.com/<tenantId>/adminconsent?client_id=af85ba37-5817-43d6-82e7-09004f08664e💡Note: Running the Provisioning PowerShell script can also cover missing consent needs. More details can be found on the Nimbus App Permissions page. If you require help with this, please get in touch with Support.
End of announcements. Regular release notes continue below.
23 September 2026 - 1.135 Release Notes
🔖 This is a major update, bringing many new changes and improvements into Nimbus. This update is being rolled out sequentially on our clusters:
| Cluster | Update on |
|---|---|
| United States 01 | 23/09/2026 |
| Australia 01 | 24/09/2026 |
| United Kingdom 01 | 29/09/2026 |
| Switzerland 02 | 01/10/2026 |
| Germany 02 | 01/10/2026 |
| Switzerland 01 | 04/10/2026 |
| Europe 01 | 07/10/2026 |
| Germany 01 | 11/10/2026 |
Virtual User: Context Handover from Virtual User to Human Agent
When an interaction is escalated from a Virtual User to a human agent, Nimbus now hands over a structured summary of the Virtual User conversation. Agents can immediately see what the customer has already explained, so they don't need to ask them to repeat themselves — speeding up resolution and improving the customer experience.
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🔎 Added with this update:
-
My Sessions: Added a new "Virtual User - Summary" tab in the Companion widget. Once an agent picks up a call, this tab is shown by default and displays the summary of the last Virtual User session.
- Attendant Console: Added the same "Virtual User - Summary" tab the Companion > Transcription, widget in the sidebar, shown during a live call.
- AI Service settings > Virtual Users > Summarization: Added a new "My Sessions" toggle, allowing Service Administrators control per service whether the Virtual User summary is handed over to human agents.
💡 Good to know:
- A summary is only ever shown when the customer has consented to Virtual User transcription and Virtual User Summarization is configured on the service.
- ☝️ This first iteration covers handover from Virtual User to human agent only. Handover between human agents (e.g. on transfer or consultation call) is planned for a later stage.
- The summary remains available after the call for wrap-up (documenting codes, tags, and notes), for as long as the configured storage period allows.
- Where no summary is available (no consent, no summarization configured, or no storage configured), agents see a clear info message instead.
- If the Tenant Administrator disables "Allow to Use Virtual User" under Data Privacy, Virtual User handover settings are removed and no new context is surfaced to agents. No existing data is deleted as a result.
Companion: Configurable AI-assisted Codes & Tags assignment
Nimbus Companion can now automatically assign codes and tags to completed voice conversations, based on what was discussed. Agents no longer need to classify each call by hand — saving several seconds per interaction — while Service Supervisors benefit from more consistent, complete reporting data. Automatic assignment only happens when the system is confident about the match, protecting the quality of your reporting data.
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🔎 Added with this update:
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AI Service settings > Companion: Added new Auto-assign with AI toggles and settings:
- New “Language” selector for auto-generated tags, under AI Service Settings > Tags Suggestion > Language. Choose from Danish, German, English, Spanish, French, Italian, Dutch, or Swedish. Default is English.
-
New “Auto-assign with AI” configuration section with separate switches for Codes and Tags.
💡Tags can only be auto-assigned if Codes auto-assignment is also enabled.
💡Codes and tags are only auto-assigned once an 80% confidence threshold is reached, with a maximum of 5 tags suggested per interaction. - New field “Delay in minutes before auto-assign with AI”, defining how long Companion waits after the call ends before assigning codes and tags (default 5 minutes, configurable between 1 and 59 minutes).
💡 Good to know:
- ☝️ Auto-assignment applies only to audio interactions handled by a human agent — not bot-handled sessions, and not other modalities like Chat, Email, or External Task.
- The feature requires a Nimbus Companion user license, Companion transcription (with a Speech Recognizer) enabled and consented to, and permission under your tenant's Data Privacy Tenant Settings > Artificial Intelligence > “Allow to use Companion”.
- If an agent has already manually assigned a code or tag before Companion completes its assignment, the manual entry is never overwritten.
- If transcription fails, confidence is too low, or Companion is unavailable, the interaction is simply left unclassified — agents can still classify manually, and call wrap-up is never blocked.
- The tag language setting applies only to auto-assigned/suggested tags; codes continue to follow your existing Primary & Secondary taxonomy.
- There is currently no "undo" for auto-assigned codes and tags.
Email Editor: Customer Attachments Visible in Reply Mode
When replying to a customer email, agents can now see and download the customer's original attachments directly in the Mail Editor widget, without needing to leave the reply view to find them.
 Customer Attachments shown in Email Task Preview |
 User Attachments are shown on top. Customer Attachments remain shown for reference on bottom. |
🔎 Added with this update:
- Attachments from the customer's incoming email are now shown in the Mail Editor widget while in Reply mode, the same way they're shown in View mode.
- Agents can download individual attachments, or use Download All to get every attachment from the incoming email at once.
- Download All only bundles the customer's incoming attachments — files already attached to the reply are not included (and vice versa).
-
Attachment ZIP file naming improvement: Downloaded Attachment ZIP files will be named
<CustomerOrAgentEmailAddress>_<Subject>instead of the generic "attachment.zip", making them easier to identify. The Email address is cut at the@, subject truncated to 20 characters).
Dashboards: New "Voicemail Handle Time" KPI
Voicemail handling time can stay invisible in your KPIs, while quietly consuming agent capacity. A new "Ø Voicemail handle time" KPI metric gives supervisors visibility into how much processing time voicemails actually require, alongside your existing call handle time KPIs.
🔎 Added with this update:
- Dashboard Widget Properties - Added new KPI "Ø Voicemail handle time" to the following Dashboard Widgets: Service KPI Tile, Service KPI Chart, and Service KPI Comparison Chart widgets.
- Ø Voicemail handle time shows the average time agents spend processing a Voicemail. 💡Like the Voicemails (Pending) KPI, it's a live snapshot rather than a period total: the tile is labelled "As of now" and updates live as voicemails are processed, independent of the dashboard's selected time period.
- Related labeling improvement: Renamed Voicemail KPIs so they consistently appear together in the KPI selection dialogue.
Nimbus Companion Interface Enabled for All Tenants
The Nimbus Companion Interface, an AI-driven Knowledge Assistant that can answer Nimbus product-related questions, is now enabled by default for all tenants in the Admin Portal and User Portal.
💡Tenant Administrators stay in control: Companion can be disabled at any time via Allow to use Companion in Data Privacy Tenant Settings. You can also hide menu entries (including Companion) by applying UI Profiles to your users.
Nimbus API: Export Services and Users by Organization Unit
The existing Export Configuration capability, previously only available by clicking through the Admin Portal, is now also available via API. An API application, scoped by an administrator to one or more Organization Units, can retrieve the full configuration of all Services or all Users within a selected OU, optionally including all its subordinate OUs. This enables scheduled configuration backups, drift detection, audits, and migration preparation, without anyone needing to manually navigate the Admin Portal.
🔎 Added with this update:
-
Nimbus API: Added two new API endpoints to export Services and Users, including their full configuration, for one or more Organization Units.
- Exports can be scoped to a selected OU only, or include its entire subtree of subordinate OUs.
- Results are available in JSON (the same format as the existing per-entity Users and Services API) or CSV (the same spreadsheet the Admin Portal produces on manual Configuration Export, ready to open in Excel).
Task Flow Visualizer
Getting a feel for how a service's traffic is really moving no longer means digging through static reports. With the new Task Flow Visualizer, Service Supervisors get a live, animated view of completed tasks flowing to a service's users — at a glance, they can see whether inbound or outbound tasks dominate, whether a single agent is picking up most of the volume, or whether more tasks than usual are ending up in the hangup bucket. The visualizer is task-agnostic and works across all modalities, not just audio calls.
🔎 Added with this update:
- A new Task Flow Visualizer feature, showing completed tasks animated toward the agents of a selected service. Agents are sorted by number of accepted tasks, and Voicemail appears as a dedicated entry whenever it's configured for the service and at least one voicemail was left in the shown period.
- Live Mode: shows tasks completed today in the user's local time zone, updating automatically as tasks complete (with an optional manual refresh), plus a Time Range filter (last 15/30 minutes, 1/4/8 hours, or the whole day so far).
- Replay Mode: plays back any full day within a rolling 30-day window, with playback controls — Play/Restart, Loop, a 15-minute-granularity scrub bar, adjustable playback speed, Fullscreen, and an orientation toggle.
- A Task Overview below the animation (Live Mode only), showing task volume per day for the last 30 days using the same data as the Tasks Heatmap widget. Clicking a day switches the page into Replay Mode for that day.
- Live KPIs for the currently shown period: Average Queue Time, number of tasks accepted/not accepted, and Task SLA.
- Configurable Display Settings: choose which Outcome Groups appear as separate bars/destinations in the animation, each with a custom color and label (up to 25 characters), reorderable, with an always-present "Accepted" bar.
Other Changes and Improvements
- User Status Header (My Sessions, Attendant Console, My Overview, Assistant): Hovering the user's own presence circle now shows a tooltip with presence state + presence activity.
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KB:
- New concept page for Integration Model Comparison, explaining the differences between Unify and Extend, Microsoft's integration models for bringing a Contact Center as a Service (CCaaS) solution to Teams Phone.
- “Direct Call Reporting” page renamed to MS Teams Direct Call Reporting to better signal the intended use case.