13 May 2024 - 1.93 Release Notes

🔖 This is a major feature update, bringing many new changes and options into Nimbus. This update will be rolled out sequentially on our clusters: 

Dashboard Widgets - Service / User Limitation

To keep the performance on huge Dashboard Widgets manageable, query limits of 200 users / 200 services each were introduced on filtering, e.g. when large Organization Units containing many users and services were selected as “Data Source”.

• A warning and counters are shown when a total user / service count limit is exceeded.
• The limit applies summed-up across all widgets on the same Dashboard.

✅ Service Supervisors - Action required on large Dashboards: Your Dashboards created before this change will not be adjusted retroactively to avoid overwriting your settings and preferences. However the warning will also also be shown when your Dashboard exceeds the amount of allowed users/services. In such cases, no data will be shown until the “data source” settings of the widgets are corrected.

→ You will need to manually adjust your Dashboard user / service Widgets in order to get under the warning threshold.

 

Assistant - Blind Transfer

💡Only for incoming calls - Added a “Blind Transfer” button in Assistant for ongoing service calls. Clicking it allows to search for a name or type in a PSTN Number to quickly transfer the call towards.

Historical Sessions - Service Session Details

• Introduced a Service Session Details Popup in the Historical Sessions view.
• The session details popup shows call metrics, users involved, Codes, Tags, Session Details for a service session.

💡 Note: Session details are shown as configured in Extensions Service Settings per service. Historical call details are only stored when the “Store Conversation Context Data” setting was enabled back when a service session was concluded.

Learn more about saving Context Data…

INC Store Context Data

GDPR After a service task has concluded, any historic session and customer context data – e.g. as shown in the My Sessions widgets – will not be stored by Nimbus.

As a result:  
⮑ the "Session Details" of any historic task records will show “Not Available” instead within My Sessions and Historical Sessions. 
⮑ Previous custom Parameters  / and  Conversation Context items (e.g. Customer details or URLs dynamically retrieved via Nimbus Power Automate Connector) may not resolve or open correctly anymore.

This storage behavior can be changed by enabling the “Store Conversation Context Data”.

 

☝ Note that the “Store Conversation Context Data” option is disabled by default as potentially sensitive caller data can appear in historical records and seen by Administrators (e.g. via Historical Sessions). The setting must therefore be enabled by a service owner (Opt-in).  
💡Enabling this setting has no retroactive effect, meaning that only data after enabling this setting will get stored.

 

🤔What happens when I enable this?

☝ Task information / Session detail data is stored per service session on call termination (transfer by workflow or user).

• The following is stored per session in both My Sessions and Historical Sessions 
  • Custom (user created) Parameters
  • System Fields and Parameters (both “Custom” and "System" parameters like call id, service upn, etc.)
• On historical (concluded) sessions within My Sessions  
  
  • ... the "Embedded Context widget" will resolve the currently configured URL with a previously saved call information. This means that also historic sessions will use the link currently configured in the Extensions Service Settings .
  • ... the separate "Open Context" link remains clickable if at least one Conversation Context URL is currently configured.
  • ... the "Session Details" widget will still show Custom and Customer parameters if available.

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☝ Default "My Session Parameters" user data is not stored as it is retrieved dynamically from the internal user directly of your Tenant. 

 

 

🤔What happens in service transfer scenarios?

Nimbus always stores live context on transfer to services (either initiated by workflow or user). The "Store Conversation Context Data" option will have no impact there. 

☝ However, enabling the "Store Conversation Context Data" setting will cause such live context data to be stored as historical record after call termination. This also applies on each transfer between services, creating a historical record entry for each service that has the setting enabled. 

In an example transfer scenario this may cause historical data to “accumulate” between services, as data gets updated and appended.

Example - Transfer from Service A to B to C:

Parameter	Service A  ► transfer to	Service B ► transfer to	Service C
Customer Name	John Doe	John Doe	John Doe
Spoken Language	German	<Not Relevant>	<Not Relevant>
Gender	<Not Relevant>	Male	<Not Relevant>
Ticket ID	#1111	#3151 (overwritten Ticket Parameter)	<Not Relevant>
“Store Conversation Context Data”  enabled	✅	⬜	✅
Stored Historical Sessions data shown	John Doe (1) German  Not used #1111	John Doe  (1) Not available (not stored) Not available (not stored) Not available (not stored)	John Doe  (1) German (from Service A) Male (from Service B) #3151 (from Service B)

 ⁽¹⁾ The user name will always be resolved from a UPN / PSTN when it was found within the existing O365 user directory.

 

 

🤔How long is data being stored?

• Caller info is updated on a “terminated”  workflow Trigger Events and stored for a maximum of 30 days for the last available service session (in case of transfers).
• Conversation context data will also be stored for failed/killed calls.
• After 30 days the data is cleared. This also happens when either the service or tenant is being unprovisioned when Uninstalling Nimbus. 

☝ Best Practice: If you wish to store critical or personal session data permanently, you need to do so during an active session and within a system of your choice (e.g. a CRM or Database).

 

🔍 Whitepapers: You can also learn more about the data retention policy in our whitepapers, available in the Documents section.

 

 

 

 

 

 

 

Power BI Improvements

• DayOfMonth which is used in the Sessions Overview tile "Session Volume by date and Hour, % Handled Rate" has been updated to ensure that it sorts in chronological order.
• When drilling down to the day of month, the data is now sorted in a meaningful way:  

GDPR - Historical Data Retention Settings

• Data Retention Time 
  • New: Added a “Data Retention Time” setting to Tenant Administration > Data Privacy.
     

• 💡 This setting is currently read only. We plan to make the retention threshold setting user-configurable in the near future (up to 24 months).
• Unchanged behavior: Historical data exceeding the retention time is purged within the next 24 hours.

Service Distribution Settings - Auto Redirect in Emergency Case 

Added a new toggle Auto Redirect in Emergency Case in Distribution Service Settings. You can define where to forward calls when they are being blocked by Nimbus. 

 Currently, there are three options for redirecting calls:

• PSTN number
• User UPN
• Service UPN

Power Automate Connector - Address Books limitation

Added character limits per Address Books contact properties within Power Automate Connector > Flow Actions. Specific backend error messages will be shown when these limits are exceeded.

Other Changes and Improvements

• Adaptive Cards “Solved”  status -  Fixed an issue that prevented Adaptive Cards with status “New” from being marked as “Solved”. ☝ Please note that this fix will only work on newly incoming Voicemails and their corresponding Adaptive Cards.
• Extensions Service Settings >  "Store Custom Context Data" option
  • Historical Data - Fixed an issue that prevented Custom Parameters from being correctly stored historically, according to the "Store Custom Context Data" setting individually enabled per Service Settings.
  • KB: Updated the "Store Custom Context Data" wording to make its effects more clear, when storing (potentially private) parameter data in a Multi-Service Transfer context.
• Workflows
  • Workflows > Input Customer Activity (IVR) - Improved internal handling of DTMF inputs to speed up processing.
  • Workflows - Fixed a workflow scenario issue that prevented IVR recognition after previous transfers.
• Instant Messaging / Interact
  • Added support for emojis within chat.
  • Updated limit of 249 characters for the initial chat topic (service name + customer's name).
• Other Fixes and Improvements
  • My Services - Total number of calls is displayed now in a tooltip in Portal > My Services > Service Statistics.
  • Improved scrolling behavior in User Administration Skills tab.
  • My Sessions - Adjusted the height and position of the Codes and Tags widget.
  • Extensions Tenant Settings - Interact and Assistant section cleanup for both UI and behavior.

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.