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23 Jun 2024 - 1.95 Release Notes

🔖 This is a major feature update, bringing many new changes and options into Nimbus.

Cluster Update on
United Kingdom 01 23.06.2024
Switzerland 02 24.06.2024
Switzerland 01 / Germany 02 25.06.2024
Germany 01 26.06.2024

New Workflow Activity Input Customer (Advanced) for Audio/Video

Enterprise Contact Center The workflow activity Input Customer (Advanced) with speech to text option for IVR was added to Conversation Handling Workflow Activities. Input Customer (Advanced) is available for Enterprise and Contact Center licensed services and works only with the Audio/Video modality.

Input Customer (Advanced) offers the following additional functionalities:

  • An optimized DMTF input
  • DMTF and voice input are allowed alongside each other or separately
  • Multilingual STT (speech to text) support

💡 Note: Barging in (input during announcement) is not possible for voice input. This is a limitation from Microsoft and there is currently no workaround.

Tip: Use Input Customer (Advanced) for an optimized DTMF input

To make use of the optimized DTMF input, it is recommended to always use Input Customer (Advanced) in new workflows.

 

Multilingual STT (speech to text) for IVR input

As for Input Customer, multilingual Prompt Languages are also available for IVR in the Input Customer (Advanced) workflow activity. If a multilingual Prompt Language is selected, you can write the Prompt Text in multiple languages which will then be read in the respective language:

NEW - STT for voice input: You can configure multiple expected keywords in multiple languages:

💡Note that the expected keywords need to be separated by a comma and should be in order of their expectation (most expected input first).

🔎 For the list of supported languages, see the Microsoft documentation.

 

Upcoming feature: Replacing Input Customer with Input Customer (Advanced)

We plan to add the option to replace the Input Customer workflow activity with Input Customer (Advanced) in workflows. If you have many workflows in which you would like to replace Input Customer with Input Customer (Advanced), we recommend you to wait for this functionality and only do it manually when absolutely necessary.

 

Related KB changes:

Extended Presence Tracking via Application Permission

Introduced extended presence tracking via application permission. With this change, no guest account invitation is needed anymore for the extended presence tracking purposes.

The permission to track the extended user presence can be granted either by running provisioning script or clicking the grant link in Extensions Tenant Settings one.

Grant permission by running the provisioning script

Granting permission by running the provisioning script requires Tenant Administrator rights.

 

To grant the permission this way, run the provisioning script as a Tenant Administrator.

 
 

Grant permission with the grant link

  1. Go to  Extensions Tenant Settings.
  2. In section Presence Tracking, click the grant permission button. 

    ⮑ This will ask you to sign in with your account. A green checkmark is shown if the permission was granted successfully:

You can check if the permission was granted successfully by clicking Test Connection and entering your UPN:

 
 

Track presence over guest accounts will be deactivated in near future

The option to use guest accounts will be deactivated in near future. We advise you to switch to extended presence tracking via application permission at your earliest convenience.

 

Related KB changes:

Dashboards - User Performance Widget

Contact Center - Added the User Performance Tabular Dashboard Widget for both Personal Dashboards and Non-Personal Dashboards. This widget shows the user performance information in a tabular view and generally acts like the “User Statistics” widget known from the service Reporting view.

💡The "Performance Chart" is rendered on client side, which means that it could slow down your browser or device. Note that:

  • The column "Performance Chart" is therefore not shown per default. Instead, the columns "# Declined", "# RONA", “# Accepted” are shown.
  • For browser performance reasons,  the “Performance Chart” column is only suggested if less than 20 users are shown on the widget.
  • If the “Performance Chart” column is selected, an info message about possible performance degradation is shown.
✅ Preconditions for the User Performance Tabular Dashboard Widget:
 
The User Performance Tabular widget shows the following columns (configurable):
  • Avatar (icon)
  • User (name)
  • Organization Unit 
  • Performance Chart of (not) accepted tasks. Shows an average dashed vertical line for all selected users.

Historic Reporting

  • OData - The name of the transfer destination is now shown in clear text in Historic Reporting.
    • Added new attribute in TransferSessions entity (type: String): DestinationName.
    • The destination name is
      • the service display name in case the destination is a Nimbus service
      • the display name of the user in case destination is a Nimbus user
      • empty, if no destination name is available.
  • OData - ServiceSessionTagStrings - A new entity is available via the OData interface.
    • This entity enables users to view all the tags associated to a single Service Session ID
    • When multiple tags apply, the tags are shown in a single string, separated by a comma (e.g. Tag1, Tag2, Tag3, ...)
      💡 Note that this entity starts getting populated with data from the moment of the release and it is not backfilled.

Other Changes and Improvements

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