22.April 2024 - 1.91-4 Release Notes

Hotfixes and Improvements

🔥The following changes improve upon existing functionality:

• Attendant - Consultation Call - Fixed a UI status delay issue which prevented outright taking a parked call back after a previous consultation call.
• My Sessions Status updates:
  • Fixed an issue that showed a terminated call still as active on the UI.
  • Fixed an issue where task status updates on “My Sessions” were not immediately  reflected.
• Non-/Personal Dashboards > Dashboard Widgets  > Service KPI Tabular - Fixed an erroneously long number shown in the “Longest Waiting Task” column of the “Service KPI Tabular ” widget.
• Workflows > Input Customer Activity (IVR) -  Improved internal handling of DTMF inputs to speed up processing.

15.April 2024 - 1.91-3 Release Notes

Email modality

• Email is now here as new supported modality.
• Nimbus can now listen to pre-configured Mailboxes and distribute incoming mails as tasks via the usual Task Queue and Distribution method.
• Emails are handled via My Sessions UI, as described in Email Handling.
• Individual User Notifications can now be set for incoming Mails (as MS Teams will not show a notification, similar to External Task).
• Learn how to set it up by reading Use Case - Setting up Email.

Instant Messaging

Instant Messaging (Chat) was rolled out for a while yet, but was reliant on Microsoft public preview functionality. As this restriction is now removed, handling instant messaging is now supported in production.

• Instant Messaging is now usable in production.
• The dependency on Interact remains in place, as native MS Teams Client support is still missing. In the meantime we're using the time to lower the technical requirements and simplify related setup steps for the productive rollout.
• Instant messages are handled via Adaptive Cards and Assistant App, you can learn more on Instant Message Handling.

Transcription Feature (Closed Beta)

Transcription allows to record a customer-to-Nimbus-user interaction in real time and keep written record of the entire content. The main interaction remains in the My Sessions UI and works otherwise in the background without further actions necessary by the end-user.

• "Voice Transcription / Live Caption" is now available for first beta testing. Allows live and historic session capture of an entire (audio) phone call.
• Visible as “Live Caption” widget in My Sessions, to be enabled via Extension Service Settings.
• Requires a configured Speech Recognizers engine to be applied in the new Virtual Assistants Service Settings.

General Licensing UI and related KB changes

As the new modalities also brought many changes to the Nimbus UI, restructuring of license display and related settings was necessary. We took the opportunity to redesign some parts of the Knowledge Base to make the transition easier. 

Here are the key changes:

• License Management - Slight visual restructure to clearly distinguish Service and User licenses with the according icons and wording reflected in the UI where licenses are mentioned, e.g. Licenses Tenant Settings and Service/Users.
• Modalities are now a user license (Audio/Video by default). 
• Contact Center - Further modalities can be applied to users to enable them to receive tasks on the respective modality.
• Both Modality-related Tenant Settings and Service Settings were updated to reflect new settings for all new supported modalities.
  • Service Settings: New fields for Workflows in all modalities, shown as the modality is enabled.
  • Additional fields for Email modality such as Mailboxes.
• General Service Settings - Simplified to 3 licenses and Interact (as optionally licensed Service addon).
• General User Settings  - License display expanded to include modalities and individual licenses for this user:
  • Now up to 4 modalities may be enabled per user.
  • Added Transcription license.@User 
• Knowledge Base: 
  • Completely reworked the Workflow Activities Overview to allow readers to distinguish modality-specific properties and settings, as well as better see license requirements.
  • Completely reworked the Nimbus Features matrix to match the Nimbus UI and licensing. This should allow users to easier understand what additional features come with each additional license toggle.

Just around the corner:

☝These feature are postponed as we prioritize infrastructure improvements in our current major updates. We do however still want to keep you informed about features dropping soon™. Knowledge Base pages will be provided in the coming weeks to explain and onboard into these concepts. 

💡As always our Release Notes will inform you as we roll out these changes in productive clusters.

Still Pending: Elimination of audio delay for outbound calls

We apologize for the inconvenience as this matter is still pending.

Still pending: Power Automate Connector certification

The Nimbus Power Automate Connector must be installed as “Custom” variant until further notice. We will inform as soon as the re-certification has been done.