Release Note History

Previous releases from this year

19 August 2025 - 1.116 Release Notes

šŸ”– This was a major update, bringing many new changes and improvements into Nimbus. This update is rolled out sequentially on our clusters:

Cluster Update on
United States 01 / Australia 01 28.08.2025
United Kingdom 01 01.09.2025
Switzerland 02 Ā / Germany 02 03.09.2025
Switzerland 01 07.09.2025
Europe 01 10.09.2025
Germany 01 14.09.2025
Dates subject to change. Refer to https://status.luware.cloud/ > Scheduled Maintenance for the latest status.
  • Service Bulk Editing - Distribution Settings
    • Bulk Editing > Services: Now supports changing settings within the ā€œDistributionā€ tab.
      • āœ… Precondition: In order to enter the Distribution Tab the User Assignment Type of your selected Services needs to match.
      • Descriptions and details can be found on the Bulk Editing page under > Bulk Editing Services > Distribution.
    • KB: Best Practices - Bulk Editing: > Considerations: Added ā€œServices: Feature and Configuration dependenciesā€ chapter to reflect the new possibilities.
  • Power Automate: Flow Actions and Trigger Events Update
    • CHANGE: "Virtual User" Flow Actions and Trigger Events changed naming to "Companion".
      • šŸ’”Properties and design intent have not been changed - this is a naming change to match the recent ā€œCompanionā€ license wording.
        • Previous Trigger Event: ā€œWhen the virtual user assistant has an updateā€Ā 
          Renamed → ā€œWhen the companion has an updateā€.
          Previous Flow Action > Nimbus Companion: "Get Virtual Assistant Data"Ā 
          Renamed → "Get Task Data from Companion".
      • ā˜Deprecation Notice: This change will only take effect after the next Nimbus Power Automate Connector certification.Ā 
        Once complete, users will get a deprecation notice shown in the respective flow items, and asked to switch to the newest elements respectively. After that point, the legacy flow items cannot be used again, only replaced. Any existing flows will continue to run in legacy support.
    • NEW: Flow Action > Service Opening Hours > ā€œGet next calendar blockā€:Ā 
      • Searches for a matching Opening Hours calendar block (period) of a specified Service.Ā 
      • Allows multiple calendar period types to be searched for.Ā 
      • The first status meeting the criteria will be returned as output. The output for the block has the following fields:
        • Opening Hours Status - The status of the calendar block
        • Block Start Time (UTC) - The time the block starts - when the found block started earlier, the "Start Timeā€ takes precedence.
        • Block End Time (UTC) - The time the block ends
    • UPDATE: Flow Action: ā€œGet Opening Hours (V2)ā€.
      • Update: Replaces the previous version (V1) to work together with the new ā€œGet next Calendar blockā€ action.
        šŸ’”The old V1 endpoint will be supported for backwards compatibility with existing flows. The deprecated block cannot be reused in existing flows.
      • New: The output for the block now supports the following fields:
        • Opening Hours Status: The Service's status (Open, Closed, Holiday, Special 1-4) at a given time.
        • Status Change Time (UTC) - The Time of the next status change – or put differently: the time until the current status will last. This can be used for example to inform customers about a remaining closure or holiday duration.
  • Other Changes and Improvements
    • Attendant Console - Contact Groups and Contacts have been doubled. You can now have 20 Contact Groups (up from 10) and 100 Contacts per group (up from 50).
    • Virtual Users - Speech Recognizers related license handling checks and UI error messages have been improved.
    • Companion Service Settings:
      • Speech Recognizers are now moved up in the settings, as they are a general prerequisite to using either Transcription and Live Captioning.Ā 
      • Added new warnings and precondition checks to inform users about missing Speech Recognizer configuration.

07 August 2025 - 1.115 Release Notes

šŸ”– This was a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

Cluster Update on
United States 01 / Australia 01 07/08/2025
United Kingdom 01 11/08/2025
Switzerland 02 Ā / Germany 02 13/08/2025
Switzerland 01 17/08/2025
Europe 01 20/08/2025
Germany 01 24/08/2025
Dates subject to change. Refer to https://status.luware.cloud/ > Upcoming Maintenance for the latest status.
  • Customer Insights UI Improvements: Customer Insights has gotten some smaller UX and UI improvements:
    • Nimbus ā€œDark Modeā€ theme – configured in User Preferences (Portal)  – is now fully supported.
    • Search button removed, as the search is performed automatically when users add a search term.
    • Search box now provides instructions.
  • Virtual User License Preview: To allow for more flexible configuration, Virtual Users now require a separate license to be applied either via License Management or the configuration item itself.
    • Virtual Users are now also usable by Enterprise Routing services (in addition to pre-existing Contact Center).
    • Licenses Tenant Settings now have a ā€œVirtual Userā€ license option. Note that this feature is in Public Preview, so it may not be available on all Tenants yet. The license enables usage of the ā€œAdd Virtual Userā€ Workflow Activity. A missing license on the Virtual User (required for the activity) results in the ā€œFailedā€ to be taken automatically.
  • Other Changes and Improvements:
    • Companion Service Settings - Individual toggle options for ā€œTranscriptionā€ and ā€œLive Captioningā€ were added to the Companion Tab.
      šŸ’”Note that Transcription must first be set up to use Live Caption.
    • Extensions Service Settings - ā€œTranscriptionā€ widget naming changed to ā€œCompanionā€ to clarify the multi-purpose intent.

17 July 2025 - 1.114 Release Notes

šŸ”– This was a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

Cluster Update on
United States 01 / Australia 01 17/07/2025
United Kingdom 01 21/07/2025
Switzerland 02 / Germany 02 23/07/2025
Switzerland 01 27/07/2025
Europe 01 30/07/2025
Germany 01 03/08/2025
Dates subject to change. Refer to https://status.luware.cloud/ > Upcoming Maintenance for the latest status.
  • šŸ“¢ Attendant Console 2.0 replacing 1.0 - As announced earlier this year, the old Attendant Console 1.0 design is now discontinued and removed from Nimbus with this release.
    • The Nimbus UI will now automatically redirect all users of Attendant Console 1.0 to the new 2.0 design. Corresponding toggles from the Attendant Settings have been removed.
    • Knowledge Base changes:
      • As of today, Knowledge Base Attendant Console pages will only show contents from the new 2.0 design.
      • The Attendant Console content category got restructured for the V1.0 phaseout. If you discover broken links because of this change, please contact Luware Customer success so we can quickly address the issue.
  • Assistant Installers now available in Public - Luware customers can now retrieve Assistant installers directly on request via Luware.com.
  • Outbound Reachability KPIs and widgets - Added ā€œOutbound Reachabilityā€ KPI and widgets to the following areas:
    • Statistics > Service Statistics: New ā€œOutbound Reachabilityā€ widget.
      āœ…Precondition: Only shows when Outbound Conversations are enabled in Modalities Service Settings.
    • Personal Dashboards > Dashboard Widgets: new KPI ā€œOutbound Reachabilityā€ for the following widgets:
      • Service KPI Tile
      • Service KPI Tabular
      • Service KPI Chart
      • Service KPI Comparison Chart
      • Service KPI Graph (secondary KPI)
      • Dashboard Widget Properties updated with ā€œOutbound Reachability, %ā€ KPI filters.
  • Virtual User / Bot Response Templates:
    • Bot Response Templates - now support Copilot topics with ā€œeventā€ activities. The output values from Copilot events can now be handed over within Bot Response Templates, e.g. to map a value towards ā€œExitā€ condition checks within the ā€œAdd Virtual Userā€ (Conversation Handling Activity).
    • Virtual Users - Terminology: Replaced ā€œTranscriberā€ field descriptions with ā€œSpeech Recognizersā€, to be consistent with existing Nimbus configuration item naming.
  • License rename: Transcription is now ā€œCompanionā€ - Following our recent renaming change to Companion Service Settings, the Transcription feature is now listed under the ā€œCompanionā€ license.
    šŸ’”This is just a wording change. Nimbus Features Transcription and Live captionĀ remain unchanged on this release. In the near future, further AI-centric features are planned to be added under the Companion label.
    Related changes:
    • Nimbus UI: ā€œTranscriptionā€ as license term has been replaced with ā€œCompanionā€ in the following areas
    • Knowledge Base:Ā 
      • Nimbus Features > User Features: Ā New ā€œCompanionā€ section created. Transcription is treated as a sub-feature.
  • Other changes and improvements:
    • Change History: In a recent release the change history tracking for users feature was disabled. We made improvements to the change history feature in the background and have now enabled tracking for users.
    • Outbound Call: Nimbus now supports supports ā€œParkā€ and ā€œHoldā€ capabilities for Outbound Calls.
    • UI/UX improvement: Durations for long-waiting or running tasks are now shown in a more reader-friendly format.
    • Knowledge Base Reworks:
      • Nimbus KPI Calculations: Slight rework and renamed instances of ā€œCall" related KPIs to the more general ā€œTaskā€ as Nimbus moves into multi-modality.
      • Started a new Copilot category which will contain smaller, reoccurring configuration steps for (future) Use Cases and general application.
      • Nimbus Power Automate Connector, Custom Connector and Connector Migration pages reworked slightly (no functional changes). Added a new diagram to showcase the Luware / Microsoft certification process and highlight the upgrade paths for customers.

26 June 2025 - 1.113 Release Notes

šŸ”– This was a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

Cluster Update on
United States 01 / Australia 01 26/06/2025
United Kingdom 01 30/06/2025
Switzerland 02 / Germany 02 02/07/2025
Switzerland 01 06/07/2025
Europe 01 09/07/2025
Germany 01 13/07/2025
Dates subject to change. Refer to https://status.luware.cloud/ > Upcoming Maintenance for the latest status.
  • Virtual Users: Nimbus AI-Driven Service bots (Beta).Ā 
    Virtual Users are helpful self-service bots that can meet Customer requests without the need of a Nimbus queue. You can configure them at your convenience, to be used variably within your Nimbus Workflows. The benefits are as follows:Ā 
  • Nimbus API: Manage Licenses, User Configuration Details, Copy and Delete
  • The Nimbus API has been greatly expanded and now supports the following new methods:Ā 
    • GET Details of Existing User - Allows to query all configuration details of an existing Nimbus user.Ā 
    • GET License usage - Performs a check in available Nimbus licenses, as also reflected in the Admin UI: License Management.
      • Total number of licenses purchased.
      • Total number of licenses in use.
      • Total number of licenses available.
    • COPY an existing User* - Creates a copy of an existing user, using their Nimbus User settings as template.
    • DELETE an existing User* - Removes a User profile from the Nimbus Admin Portal. The User is also removed as Service Agent/Service Owner from the services where applicable.
      ____
      * Note that only manually added users for Contact Center and Skill-based services can be handled. Users of Services with an ā€œMS-Teams-basedā€ User Assignment Type will be rejected by the API command.Ā 
  • Workflow Activity - Mark / Disconnect as HandledĀ 
    • Activity: Mark as Handled
      • Audio/Video Activity for Inbound / Outbound direction workflows.
      • Conversation Handling Activities - New Activity: ā€œMark as Handledā€: When this activity was passed successfully it will mark the task with a result ā€œWorkflow Marked As Handledā€ in Nimbus Reporting.
        ā˜ KPI Impacts: When using this feature, note that Service Session Results and related Outcomes in the Nimbus KPI Calculations can be significantly impacted. Whenever this Activity is passed in your workflow, the final session results will NOT change anymore, even if potential task result-changing interactions take place within the same workflow.
    • Activity:Ā Disconnect as Handled
      • Email Activity for Inbound direction workflows only.
      • Conversation Handling Activities - Renamed Activity: ā€œDisconnect as Handledā€: Renamed from ā€œMark as Handledā€ to differentiate its use. In comparison to the regular ā€œDisconnectā€ activity, ā€œDisconnect as handledā€ has a failed exit.Ā 
        ā˜ ā€œDisconnect as Handledā€ should should still be followed-up upon with a ā€œDisconnectā€ activity as a fallback in case moving an Email within the Inbox fails.
  • Flow Action: Check Opening Hours - Flow Actions > General Flow Actions > ā€œGet Opening Hoursā€: Checks against first applicable status as per:
    • Primary Opening Hours calendar of Service, THEN ….
    • Secondary Opening Hours calendar of Service …
    • … at the selected date and time. When no date/time is passed, the service status is checked at the time when this flow action is triggered.
  • Customer Insights (gradual feature rollout): The Customer Insights view allows Team/Service Owners and Service Supervisors to search for a customer by UPN, EMail or Phone Number and follow the entire Task flow in Nimbus by diving deeper into the single Service and User Sessions related to that Customer interaction.
  • Elapsed Time Display
    • The Nimbus UI now shows an additional ā€œElapsed Timeā€ in session on both Attendant Console and My Sessions. ā€œElapsed Timeā€ will always continue counting the overall task runtime in the background, even while Parking / Holding a task.
    • In Attendant Console the ā€œElapsed Timeā€ is shown as an extra column within the task card itself.Ā 
  • Other changes and improvements_
    • Supervision: Dashboard Supervision Widgets: A toast message will be shown when Supervisors try to engage in a Session that is currently On Hold.Ā 
    • Related KB page rework to make the On-hold and Parking scenarios more clear, also including limitations when MS-Teams is used in parallel.
      • Attendant Console - (unchanged behavior): Supervised sessions cannot be put on-hold. A tooltip will show why the UI button is inactive.
      • Task Management - Rollout on all clusters is now complete, according messages removed.

05 June 2025 - 1.112 Release Notes

šŸ”– This was a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

Cluster Update on
United States 01 / Australia 01 05/06/2025
United Kingdom 01 09/06/2025
Switzerland 02 / Germany 02 11/06/2025
Switzerland 01 15/06/2025
Europe 01 18/06/2025
Germany 01 22/06/2025
Dates subject to change. Refer to https://status.luware.cloud/ > Upcoming Maintenance for the latest status.
  • Outbound Call with Workflow Contact Center Service exclusive feature. Using the Nimbus Power Automate Connector > Flow Actions ā€œSchedule an Outbound Call with Workflowā€ it is now possible to call out to a destination (Customer) and then engage them with your Services using Audio/Video Workflows. This allows to extend the Outbound Call features with further possibilities, e.g. by scheduling campaigns or automate certain call scenarios.
    • Related changes:
  • Attendant Console 2.0 - Call Park During an ongoing call in Nimbus you now have the possibility to ā€œPark and Unparkā€ a call using either My Sessions and Attendant Console.Ā 
    • While parking a call, the Caller can't hear you and is listening to wait music instead. You will be free in MS Teams to take other calls in the meantime, but stay ā€œNot availableā€ for any other Nimbus tasks.Ā 
      → More details can be found on the Parking page.
    • šŸ’” Future planned changes: Parking will currently still mark you as ā€œConnectedā€ and blocked for other Nimbus tasks. In future we are planning to allow parallel task handling while already having an ongoing task parked.
    • Related changes:
  • Email Draft Saving - Email Drafts are now stored and retrieved from Mailboxes and can be resumed (or discarded) via My Sessions.
    • Related changes:
      • Email Draft Saving: During Email Handling Users can now opt to ā€œSave Draftsā€ of an Email to resume at a later point of time.Ā 
      • Unsaved Changes warning: Whenever you switch away from the Email task (e.g. to a different Nimbus view or Task within My Sessions), an ā€œUnsaved Changesā€ popup will remind you whenever your Draft was not changed.
        ā˜Note: There is no automatic saving of Drafts. Whenever you forcibly close the browser window, any unsaved changes will be lost.
  • Other changes and improvements
    • Service Settings: Renamed ā€œVirtual Assistantā€ settings tab to ā€œCompanionā€. This is done in preparation of future changes coming to Nimbus. The ā€œVirtual Assistantā€ configuration of Transcription functionality remains unchanged as of now and will be extended in future.
    • Task Management - Now performs automatic updates in 1 minute intervals. The page will now be enabled in every cluster with this rollout.
    • Various smaller UI improvements to My Sessions.
    • Administration Overview and related Configuration Listings: Improved text ā€œChip" cutoff behavior when multiple items are listed as 1:n references, e.g. ā€œUsed in Serviceā€ or ā€œOrganization Unitsā€ table columns.

20 May 2025 - 1.111-1 Release Notes

šŸ”– This was a major update, bringing improvements into Nimbus. This update was rolled out sequentially on our clusters:

  • New ā€œTask Managementā€ page in Operations: System- Partner and Tenant Administrators can now manage, filter and monitor ongoing Nimbus tasks more efficiently across the entire tenant.Ā 
    • Added a new Page in Admin > Operations > Task Management
    • Lists all ongoing tasks on a Tenant.
    • Provides extensive filtering options.
    • Possibility to manage, remove ā˜ ANY tasks in bulk.

15 May 2025 - 1.111 Release Notes

šŸ”– This was a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

Cluster Update on
United States 01 / Australia 01 15/05/2025
United Kingdom 01 19/05/2025
Switzerland 02 / Germany 02 21/05/2025
Switzerland 01 25/05/2025
Europe 01 28/05/2025
Germany 01 01/06/2025
Dates subject to change. Refer to https://status.luware.cloud/ > Upcoming Maintenance for the latest status.
  • Power BI Template Download: It is now possible to request the latest Power BI Template version directly from the Luware Website.
  • Attendant Console 1.0 Deprecation by June 2025. Related to this Change - ā€œParkā€ renaming to ā€œOn Holdā€ on AC1:
    • Attendant - Session Hold and Retrieve - All instances of ā€œPark, Parked, Park Time, Unpark, Call Parking, etc.ā€ wordings have been renamed to ā€œOn Holdā€ to avoid confusion in how the feature operates.
    • Attendant Console 1.0: Related ā€œParkā€ Buttons and UI labels have been changed to ā€œHoldā€ as well.Ā 
      • The related functionality and call scenario for AC1.0 is unchanged.
      • No wording or UI changes to Attendant Console 2.0, which was already using ā€œHoldā€ and ā€œRetrieveā€.Ā 
  • Attendant Console Consultation and Safe Transfer: Dialout / Busy tone and automatic retrieval:
    • šŸ’”Changed behavior for BOTH: Safe Transfer and Consultation Call: The session between Customer and User now persists. On a Consultation or Transfer decline / timeout, the call is now automatically resumed, and both parties can immediately talk with each other again.
    • Attendant - Consultation Call - both AC1 and AC2 - Changed behavior:
      • New: When starting a Consultation Call, a dialout tone is played to the Nimbus User.Ā 
      • New: When the consulted destination declines or the invitation times out, a busy tone is played for the Nimbus User to inform that the call will be taken back.
    • Attendant - Safe Transfer - both AC1 and AC2 - Changed behavior:
      • New: When starting a Safe Transfer, a dialout tone is played to the Nimbus User.
      • New: When the Safe Transfer Destination declines or the invitation times out, a busy tone is played for the Nimbus User to inform that the call will be taken back.
      • Unchanged: Wait music will play for the the Caller during the safe transfer and will end automatically as the call is taken back.
  • Other Changes and Improvements
    • Service Operations - Removed restriction, that Partner Administrators couldn't remove tasks from customer tenant. Partner Administrators can now remove tasks, even when User identifier masking is enabled.
    • KB: Nimbus Power BI Template / Facts - Columns and Data Types > "Unified Sessions". Added a note on the Update frequency of Unified Session tables, specifying when end-to-end-interactions become visible in the OData Feed.
    • Data Aggregation - OData > UserStatesAggregates: Data will be reprocessed, so gaps from missing records in the history since this table was first released, are now being closed. šŸ’”Note that this is a long-running process. If you work with Data Aggregates, talk to Support to get a validation report and get notified when backfilling is complete.

29 Apr 2025 - 1.110-1 Release Notes

šŸ”– This was a major update, bringing an improvement into Nimbus. This update was rolled out sequentially on our clusters:

Cluster Update on
United Kingdom 01 28/04/2025
United States 01 / Australia 01 29/04/2025
Switzerland 02 / Germany 02 30/04/2025
Switzerland 01 04/05/2025
Europe 01 07/05/2025
Germany 01 11/05/2025
Dates subject to change. Refer to https://status.luware.cloud/ > Upcoming Maintenance for the latest status.
  • Added a new Toggle to Modalities Tenant Settings ā€œLeave Nimbus on Blind Transferā€ (default disabled).Ā 
    Enabling this toggle allows fallback to Teams call handling and forwarding settings, but Nimbus Context Handover and Session Reporting will not be available for the target user.
    Ā 

Transfer behavior changes - FAQ

With the introduction of Context Handover – if the transfer target is a Nimbus user – Attendant - Blind Transfer does not transfer the original call anymore, but instead invites the target user to a MS Teams conference. This change results in Teams Call Forwarding settings not being applied anymore to Blind-transferred Nimbus calls.

šŸ¤” Why was this change introduced?

Note: For Safe Transfers this has already working like this before, as Nimbus kept control of the Session during a Service-to-Service transfer.

For blind transfers from Services to Users we had to change the way we get new Participants into the conversation with the Customer. This was also necessary because the transfer target may not be a user of the same Service, and thus requires an own session for the Sessions List and Nimbus Reporting.

This change was also necessary to treat these Users as temporary ā€œService assetsā€ and allow access to Nimbus Features such as

ā˜Important: Nimbus cannot control or read ANY User Call Forwarding Settings in MS Teams. The option is to either transfer or invite, on which MS Teams decides whether to use or not to use these settings.

Ā  Before After
Nimbus Call Situation

Nimbus initiates a physical transfer of the Customer to the transfer destination.Ā 

Afterwards, Nimbus has no control over the session anymore. The last reporting session result is the result of the transfer.Ā 

We invite the transfer destination User into an existing Conference.

This is the only way for Nimbus to control the session, update the UI and , display and calculate reporting times, track KPIs, allow transfers, etc.

MS Teams Forwarding Teams forwarding settings of the destination apply in case of no answer. Teams ignores call forward settings of a destination user in case of Conference invites.
Ā 
Ā 

šŸ¤”Which transfer scenarios are affected by this change?

Only Attendant - Blind Transfer.Ā 

Not affected are:Ā 

  • Blind Transfers to PSTN (Nimbus ends session control anyways).
  • Transfers to non-Nimbus Users.
  • Transfers to Nimbus Services.
  • Safe Transfers to any destination.
  • Consultative Transfer to any destination.Ā 
  • Transfer by Workflow to any destination. (Has similar toggles to ā€œLeave Nimbusā€ already.
Ā 
Ā 

šŸ¤”How can I retain the ā€œoldā€ Nimbus behavior?

Enable "Leave Nimbus on Blind Transfer" setting on your Modalities Tenant Settings.Ā 

However, note that this will prevent Nimbus Reporting from reflecting any detail results from that User session, as well as prevent Context Handover (e.g. of Custom Context Parameters) between users.

Ā 
Ā 
Ā 

24 Apr 2025 - 1.110 Release Notes

šŸ”– This was a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

Cluster Update on
United States 01 / Australia 01 24/04/2025
United Kingdom 01 28/04/2025
Switzerland 02 / Germany 02 30/04/2025
Switzerland 01 04/05/2025
Europe 01 07/05/2025
Germany 01 11/05/2025
Dates subject to change. Refer to https://status.luware.cloud/ > Upcoming Maintenance for the latest status.
  • Transfer Sessions: Now supported for Transfer, Call Hold and Consultation:Ā 
    • Attendant Console - Attendant can now handle transfer, hold and consultation on a previously transferred session. The corresponding limitations that disabled the options in the UI have been removed.
    • ā˜Please Note:
      • Transfer-after-Transfer scenarios are only supported for Attendant Console 2.0.
      • Assistant only supports ā€œBlind Transferā€. For other (Safe, Consultative) transfer scenarios, please use Attendant Console 2.0.Ā 
      • Context Handover concepts and limitations apply for each transfer, meaning that Parameters and Context can be updated in-between Sessions and may differ in-between sessions shown in the Sessions List.
  • Transcription: Now distinguished by Service or User Session (BETA): Individual Sessions can now be transcribed either on User or Service level. Administrators can configure the Nimbus Power Automate Connector to either hand over the entire (previous) conversation transcript or start over on a User Session level.
  • Transcription Transfer Notes:
    • The transferring Service determines the behavior: The originating Extensions Service Settings are taken into account for all Users a Session is being transferred to. These Users are temporarily treated as ā€œassetā€ of the original service and – if configured in the original service – will see the according Transcription widget in their My Sessions.
    • License Requirement: Each Users need a Transcription license enabled in their General User Settings.
  • Nimbus Power Automate Connector Additions:Ā 
    • Updated existing Trigger Event ā€œWhen the virtual user assistant has an updateā€.
      • Return new fields in VoiceTranscriptionReady event:
        UnifiedSessionId - Set to respective Unified Session Id
        UserSessionId- Set to respective User Session Id.
      • Updated existing Flow Action "Get virtual user assistant data" with new field:
        Added new (optional) UserSessionId parameter in addition to the existing (madnatory) ServiceSessionId
        Behavior rules - depending on provided values:
        • If ServiceSessionId and UserSessionId are set, a validation is performed if User Session Id belongs to specified Service Session Id
          • if NO then the flow will fail with an error.
          • if YES then return transcription only for the specified User Session
        • If only ServiceSessionId is set, the transcription data for all available User Sessions within the Service Session is sent.
          šŸ’”This is the default behavior for all existing flows, as the UserSessionId is optional.
  • Other Improvements:

03 Apr 2025 - 1.109 Release Notes

šŸ”– This was a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

Cluster Update on
United States 01 / Australia 01 03/04/2025
United Kingdom 01 07/04/2025
Switzerland 02 / Germany 02 09/04/2025
Switzerland 01 13/04/2025
Europe 01 16/04/2025
Germany 01 20/04/2025
Dates subject to change. Refer to https://status.luware.cloud/ > Upcoming Maintenance for the latest status.
  • Bulk Editing Services - Permissions Tab: The Permissions tab is now available when bulk editing Contact Center licensed, Skill-based services.Ā 
    • šŸ’”Users can either be added as Service Agents or Service Owners. If a user already exists in one of the roles in a service, they will not appear in the user selection list for the other role. Once the user is removed from one of the roles, they can be added to the other.
    • The following colorĀ codes apply:
      • Equal (green) users have the role already assigned for all selected services.
      • Different (yellow) users doesn't have the role assigned for all selected services. If the user has access to all services (due to OU access rules), clicking the plus icon at the end of the line will assign the role to the user for all selected services. Otherwise the skill will be marked with a ā€œNon-path referenceā€ warning.
      • A grey user means that the user has both Service Agent and Service Owner roles in different services. In this case, the user can only be removed.
  • Bulk Editing Users - Roles Tab: The Roles tab is now available when bulk editing users. You can bulk edit the following roles for users:
    • Nimbus Service Supervisor
    • Nimbus User Supervisor
    • OU Admin
    • WF Admin Limited
    • All newly added Custom Roles
    • šŸ’”Note that the Supervisor role can only be assigned when selected users have a Contact Center license. If a selected user doesn't have a Contact Center license, the Supervisor role can only be removed.
  • The following roles are read-only (grey) and cannot be edited, applied, or deleted:
    • Nimbus Service Agent
    • Nimbus Service Owner
    • Team Member
    • Team Owner
    • Team Owner Limited
  • šŸ’”Notes:
    • If not all users have access to a custom role due to the OU access concept, assigning and editing the role is disabled. In this case, the role can only be removed.
    • Note that the Non-path Reference warning (caused when changing Organization Units) is currently not shown in the Roles tab. This is a known limitation and subject for future improvement.
    • After adding a role to all users, at least one OU needs to be selected. The bulk edited users will then have the role for the selected OU(s). Yellow marked OUs can be added to all users by clicking edit and selecting the respective OU.
  • Context Handover: Transfer of Custom Context Parameters to Users: With this update, we added a new Service Setting control to allow/prevent the Transfer of Context Parameters between Services and Users. Related to this feature we defined what the term ā€œContextā€ actually means within Nimbus.

Learn more about Context Settings…

INC Context SettingsĀ 

As a Nimbus session gets transferred between multiple Services and Users, related System Fields and Parameters automatically carry over. In addition to this, a separate Setting allows to steer if additional Custom Context Parameters should be kept during a transfer from this Service to Users as well.

Custom Context Parameter transfer settings

ā˜Note that the ā€œKeep Custom Context Parameters on transferā€ option is enabled by default for both Services (currently fixed) and Users (optional).

Ā 

šŸ”Ž Custom Context Parameter Transfer SettingsĀ 

The following Diagram is meant to illustrate the effects of context-related Service settings.

  • Each Service can steer these settings individually. This means that Session Data storage and handover settings from a Service A are in effect until a new (receiving) Service B decides to handle the (received and potentially updated) data differently.
  • Assuming your starting point is a Service A:
    • Call Data & System Data will always transfer to Services and User.Ā 
    • Custom Context Parameters will always transfer to Services.
    • Custom Context Parameters will only transfer to Users if enabled on the originating Service. If toggled off, they will be nulled/reset to defaults.
  • The Nimbus Power Automate Connector can react to various Trigger Events (e.g. Workflow Started, Parameter Updated, Connected to User).Ā 
    • By doing so, parameters within a specific scope (Service Session or User Session) can be updated, anonymized, or cleared.Ā 
    • In the Sessions List this may result in different parameter values being shown for each interaction, as each session can have their context updated via separate Flow Actions.
Diagram: Context-Related Service Settings and how related data gets transferred and updated using Power Automate
Ā 

Ā 

  • Extensions Service Settings: Added new ā€œper Serviceā€ Setting to ā€œKeep Custom Context Parameters on Transfersā€ to Users. This setting was and still is ā€œalways enabledā€ for Transfers between Services.
  • KB: New Context Handover page with definitions on what we define as ā€œContextā€ in Nimbus.
  • Sessions List - now reflects the Context and Parameters per User Session.Ā 
Ā 
Ā 
Ā 
  • Flow Actions - New Service/User Session ID fields: As tie-in with the new Context Parameter transfer, the read-only fields Service Session Id and User Session Id were added to the to-be-certified Power Automate Connector > "Update Task" Flow Action.Ā 
    šŸ’”The certification is ongoing and the following functionality should be available soon.
    • These IDs allow to narrow down the Session Data scope on which System Fields and Parameters (including Custom Context Parameters) from your configuration and workflows are updated.
      • If Task Id (Unified Session Id) AND Service Session Id are set, all parameters for the Service Session and, additionally, all CustomContextParameters for all User Sessions belonging to that Service Session are updated.
      • If Task Id, Service Session Id AND User Session Id are set, only parameters of the (e.g. transferred to) user B get updated, while the transferring user A will keep their old parameters.
      • If neither Ids were set, the Task Id(Unified Session Id) is used. šŸ’”This is the default for all flows up until now to remain compatible.
      • If ONLY Task Id is set, all parameters for the last Service Session of this Unified Session are updated. šŸ’”Additionally, all CustomContextParameters for all User Sessions belonging to that Service Session are updated.
  • Flow Actions - Updated to reflect the new Service Session ID and User Session ID fields.
  • Trigger Events > When a task changes state - Connected to User and Terminated (if LastConnectedUserId is set for latter) also return UserSessionId and UserSessionStartedWithTransfer. UserSessionStartedWithTransfer is set to true when the user session has been started as a result of transfer to user, and to false when the user session has been created not as a result of transfer.
  • Related: System Fields and Parameters page updated with lots of smaller corrections and quality of live adjustments.
Ā 
  • Other Improvements:
    • Transcription - The transcription bot is not joining as a guest anymore, allowing the user to transfer the calls via MS Teams. If the call is transferred, the transcription will stop.
    • Role Changes on Power Automate Connector - We phased out the ā€œTeam Owner Limitedā€ role from using the Nimbus Power Automate Connector. If you are using any of your Flows with this role (e.g. to schedule Outbound Calls), please switch to any of the supported Power Automate Roles.
    • OData - Facts - Columns and Data Types
      • Updated values LastPrimaryCodeId, LastSecondaryCodeId, LastAcceptedUserId in UnifiedSessions table.
      • Added new fields HoldCount, HoldTime, and StartedWithTransfer to User Sessions.
      • Updated description of HoldCount and HoldTime in Service Sessions.
    • Data Aggregation - Added values CntHold, SumHoldTime, and AvgHoldTime to User Session Aggregates.
    • Conversation Context has been updated to better indicate how and where Context is shown, also updating the references and Tie-Ins with the concept of Parameters (as part of an URL) and Context Handover (Transfers between Services and Users).

13 Mar 2025 - 1.108 Release Notes

šŸ”– This was a major update, bringing new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

Cluster Update on
United States 01 / Australia 01 13/03/2025
United Kingdom 01 17/03/2025
Switzerland 02 / Germany 02 19/03/2025
Switzerland 01 23/03/2025
Europe 01 26/03/2025
Germany 01 30/03/2025
Dates subject to change. Refer to https://status.luware.cloud/ > Upcoming Maintenance for the latest status.
  • Switch back to Attendant Console 1.0 deactivate - Attendant Console 1.0 will be phased out in summer 2025. Therefore, we have deactivated the switch back to AC1.0. Once you switch to AC2.0 in Attendant Settings, the switch is removed and it will no longer be possible to switch back to the old design.
  • Other Improvements
    • Nimbus Reporting Model > Static Dimensions > User Session Outcomes: OData is now returning the correct handled text for the following UserSessionOutcomes: Outbound Aborted, Outbound Destination Not Reached, and Outbound Destination Declined. This will ensure that the KPIs dependent on "HandledText" for their calculations are calculated in alignment with the values shown in Nimbus, for example, Ī£AcceptedUserSessions andĀ %Acceptance Rate for User Sessions in Power BI.
    • šŸ’”Important note for customers using PBI Incremental Refresh: please be aware that the new values will flow through going forward, however, if you are using incremental refresh, you will have to reload the entire history to see the historic values updated in your report.
      šŸ” Refer to the Nimbus BI Template Release Notes for further information.

24 Feb 2025 - 1.107 Release Notes

šŸ”– This was a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

Cluster Update on
United States 01 / Australia 01 24/02/2025
United Kingdom 01 / Switzerland 02Ā  26/02/2025
Switzerland 01 / Germany 02 27/02/2025
Germany 01 / Europe 01 02/03/2025
Dates subject to change. Refer to https://status.luware.cloud/ > Upcoming Maintenance for the latest status.

03 Feb 2025 - 1.106 Release Notes

šŸ”– This was a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

Cluster Update on
United States 01 / United Kingdom 01 / Germany 02 03/02/2025
Australia 01 04/02/2025
Europe 01 05/02/2025
Switzerland 02 14/02/2025
Switzerland 01 16/02/2025
Germany 01 23/02/2025
TABLE: Cluster Update communication. For detail maintenance and downtime communication refer to https://status.luware.cloud/ > ā€œUpcoming Maintenanceā€

Bulk Editing for Services: After a successful start with Users, Bulk Editing is now extended to Services, with a limitation to certain tabs to prevent incompatible changes from happening. Bulk Editing is limited to Administrators when logged in via the Service Administration UI and supports the following settings (tabs):

  • General Service Settings Tab (Organization Unit, Opening Hours, Reporting SLA, Licenses)
  • Modalities Service Settings Tab (Modalities and their specific Workflow changes)
  • šŸ’”Related Notes: Other service-related tabs and certain options are excluded from Bulk Editing to prevent unique or critical Service settings from being overridden. ā˜Also note our updated limitations on this feature.
  • License Management and License Downgrade restrictions apply, meaning that you cannot up or downgrade licenses when insufficient licenses are available OR higher-tier license features are in use, preventing a downgrade.Ā 
    We keep this as a conscious decision in favor of manual change effort, as changes in bulk could disable a lot of productive functionality all at once, with potentially irreversible effects.Ā 

Other Changes and Improvements

  • UI Improvements:
    • Adjusted header behavior during creation of all all Configuration entities. Headers now have breadcrumb-style navigation.
    • Adjusted header design also during ā€œEditā€ mode of any configuration entry, allowing to exit editing mode more conveniently.
    • Aligned the "Create" behavior for Opening Hours and Non-Personal Dashboards to be in line with Workflows and Workflow Templates, meaning that now everything uses the same creation wizard page design instead of popups.
  • Assistant - Phone button (icon next to Service header) for making an Outbound Call is now available for the "Team Owner Limited" role.
  • Bulk Editing - Will now show a warning when other Bulk Edit operations (e.g. by a 2nd Administrator) are currently being rolled out. During this time, the UI will prevent changes from being made and offer a page refresh once done.

20 Jan 2025 - 1.105 Release Notes

šŸ”– This is a BI / Reporting content update, bringing changes and improvements to the Nimbus Power BI Template as well as a larger content Update on our Knowledge Base.Ā 

šŸ’”No changes were made to the Nimbus production servers or system.

KB Updates:Ā 

  • Nimbus Reporting - new concept page added to the KB, explain all reporting concepts in more detail and giving readers a comprehensive overview. on all aspects of In-App (live) and historic reporting.
  • Facts - Columns and Data Types - Small additions to the KB:
    • ServiceSession > IsShortConversation - behavior description added.
    • User Session > RingTime - note for unaccounted delays caused by MSFT infrastructure added.
    • User Session > ConnectedTime - description updated to distinguish behavior by inbound/outbound ConnectedTime.
  • Nimbus Power BI Template Overview - Codes & Tags are now split into two tabs to allow analysis of either the 1st selected or all selected tags and codes. More details in the BI Template Release Notes below.

Table of Contents