What you can find here
This page will always reflect the latest Release Notes, Improvements and Changes made to Nimbus.
Other areas of interest:
- Refer to the Release Note History for previous releases earlier this year.
- Updates on our Nimbus Power BI Template are distributed on request. Please refer to the Nimbus BI Template Release Notes to check for updates.
- Also visit the following sources to stay up-to-date on Nimbus in both features and (upcoming) maintenance.
External News Resources
Luware Cloud Status Page | Nimbus Newsletter | Events / Webinars on Luware.com |
22.April 2024 - 1.91-4 Release Notes
Feature deployment (Wave 2)
🔖 / 🔥 This is a combined feature toggle and hotfix update.
Nimbus now supports 4 modalities. Learn more about this in the chapters below.
- Audio/Video (existing modality)
- External Task (existing modality)
- Email (new modality)
- Instant Messaging (existing modality, now ready for productive use)
We also enabled Transcription (Beta) capabilities. Learn more about this in the chapters below.
UK01 / CH02* | 22.04.2024 |
---|---|
CH01 / DE02* | 23.04.2024 |
DE01 | 24.04.2024 |
* For this cluster features were already deployed during 1.91-3. For feature descriptions read on further below.
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
Feature deployment (Wave 1)
🔖 This is a feature toggle update. It's finally time to increase the list supported modalities to four:
- Audio/Video (existing modality)
- External Task (existing modality)
- Email (new modality)
- Instant Messaging (existing modality, now ready for productive use)
We also enabled Transcription capabilities. Learn more about this in the chapters below.
DE02/CH02 | 16.04.2024 |
---|---|
Other clusters | See above, 1.91-4 |
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.
☝ We have decided to roll this feature out in closed beta for select customers. As this feature is driven by public beta Azure AI features we are not yet putting it out for productive release yet, in order to ensure that it meets necessary quality and reliability standards right out of the box.
INC Beta Feature
This feature is in BETA status. Functionality, design and scope may still change significantly over time.
✅If you want to participate in the beta program, please get in touch with Customer Success.
- "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.
- 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.
From our Release Note History:
Improved delay handling during outbound calls, causing customer and agent to hear each other only after a while. Customer and Agent should now hear each other immediately.
📣 Please note that the elimination of the delay for outbound calls will be activated in 3 stages:
UK on Monday, January 22ndCH on Wednesday, January 24thDE/EU on Friday, January 26th
📅 Update 14.3.2024: On internal testing, this feature already works on our Innovator clusters. Productive deployment of this feature however is still pending, as Microsoft has not yet rolled out dependent functionality globally for all MS Teams tenants. We are still awaiting further clarification and will update our release notes as soon as the feature can enabled.
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.