🎉 30 Sep 2024 - 1.100 Release Notes 🎉

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

Note that update is rolled out sequentially on our clusters:

🎉 We are celebrating the 100th Nimbus release! 🎉

A lot has happened from the beginnings with Advanced and Enterprise Routing to the Contact Center, from Nimbus Assistant to various modalities like Email, External Tasks, and Instant Messaging. Each of the releases has brought us closer to achieving our vision and has significantly enhanced our product's capabilities. We want to take this opportunity to thank everyone who has been part of this journey with us. Your feedback and support have been instrumental in shaping this release, and we look forward to continuing this path together!

In this 100th sprint release, we are also excited to introduce the Attendant Console 2.0 Design - a complete redesign of the Attendant Console that brings an enhanced user experience and streamlined functionality. This update reflects our commitment to continuously improving the customer experience.

Find an overview of the new Attendant Console 2.0 Design below and through the linked pages:

The New Attendant Console 2.0 Design

Attendant Console 2.0 (AC2) is a complete rework of our previous Attendant Console (AC1). The goal was to completely streamline the experience without sacrificing any known features. When switching to AC2, you can expect the following new features: 

• A modern design, improved based on our most frequent customer feedback.
• More information at a glance, featuring a new side panel with rich context information.
• A fresh look and user experience that shows its Attendant roots but puts more focus on the task at hand, changing dynamically during customer interactions.

How to get started

✅ Attendant Console 2.0 needs to be enabled in your Nimbus Extensions Tenant Settings > Attendant Console before being available for selection. 

⮑ Once the option is enabled on your tenant, individual Nimbus users each can opt in to the experience by their Attendant Console Settings and check the “Use new Attendant Console Design” option:

⮑ The new design will become active immediately with the next website refresh. A new interactive tour feature should welcome new user, but can also be manually triggered via the help icon on the top right next to the Attendant Settings. 
 

🔎 You can find more info on requirements, features and usage on the Attendant Console page.

 

AC2 Walkthrough: Header

• The header is now a compact strip displaying information about your status, including the services you are currently active or inactive in.
• You can toggle your activation status for team-based services. The color coding is as follows:
  • green indicates active team-based services
  • grey represents services where the user is a member but not active
  • blue stands for Contact Center services that the user belongs to.

AC2 Walkthrough: The Queue

• Calls and Tasks are displayed as Queued Task Cards, which show all vital details.
• The Queue area is now smaller because the Queue Cards are more compact. 
• A new feature allows the Queue to be collapsed further for minimal distraction.
• If pickup is configured for the call, you will see a pickup card with a pickup button on the right side (where the time waiting time is presented).

AC2 Walkthrough: Task Cards

The Task Cards have a fresh new look, sharing the essential information you may need:

The redesigned system makes managing consultation calls smoother and more intuitive. Features such as transferring to a consultant, creating a conference, swapping active/inactive participants, and hanging up or retrieving calls with either the customer or the consultant are all included:

AC2 Walkthrough: Contact Groups

The updated Contact Groups are more powerful and have enhanced search capabilities. You can edit your Contact Groups within the Attendant Settings as previously in AC1:

 Once configured, Contact Groups appear in your Contacts search:

AC2 Walkthrough: Filters and Search

We have made significant improvements to the filters and search:

• New filter options, such as postal code, address, and initials, have been added for greater precision in identifying the right contacts:
   

• “Contains” search is now possible within the Contact Groups.
  💡 Note that in the “All” section, the search remains limited to Graph search, which only supports term-based searches. More info on the search capabilities and supported fields are explained on the Attendant Console main page.
• Filters can now be pinned to the contact search and will remain there until deactivated again via the filter menu. This eliminates the need to re-add or remove filters each time. You can now enable your filters and search for values right after:
   

Learn more about filtering…

INC Filtering

When your current Nimbus view offers filters: Click the filter icon for a filter selection menu. Click on a filter name to directly add it and start. Click the toggles to show or hide a filter. When filters are already active: Unless “All” is shown as filter content, your results are filtered. Click ✖ inside a filter to clear its contents. The filter itself will remain available for use. To hide a filter again, use the filter menu.  ⮑ Doing so will also clear the filter from your search results.

 

 

AC2 Walkthrough: Side Panels

Clicking on a Contact Card will open/close the new Side Panel. Here you can find Contact Details, check the Calendar, send an Instant Message or Email to the selected contact, or view the Organizational Structure:

Input Customer (Advanced): Conversion in Workflow Templates

We introduced the conversion feature to replace the workflow activity Input Customer with Input Customer Advanced also within Workflow Templates. By right-clicking the Input Customer workflow activity in a workflow template, you can replace it with Input Customer (Advanced):

Notes: 

💡 When replacing Input Customer with Input Customer (Advanced), all connections (entries and exits) and properties are preserved.
☝ The replacement only works if the workflow template has a structure or a workflow lock.
☝ It is currently not possible to downgrade from Input Customer (Advanced) to Input Customer.

Power BI

From the Nimbus BI Template Release Notes:

• Major refactoring and optimization of the Unified Sessions query. 
• The Unified Sessions page now features Incoming Service, First Queued Service, and Last Queued Service instead of the Customer Path. These new data objects allow the user to filter and group data more effectively when multiple services are included in a single Unified Session.

Other Changes and Improvements

• Adjusted the Not Available Reasons logic - Users are not being asked for a NAR anymore when they are considered not selectable due to a switch to or still being in state “Busy in a call” or “Busy in a conference call” (e.g. after task).
• English (United States) - JennyMultilingualNeural is now the default language for all TTS-related activities instead of the previous non-multilingual English.
• Fixed a bug that caused Calls On Behalf being rejected for compliance recording-enabled users if direct invitations were enabled.