25. March 2024 - 1.91 Release Notes

🔖 This last major feature update, was rolled out on all productive clusters already. The update leaned heavily into UX and UI improvements alongside with many, less-visible backend changes.

• My Services UI Adjustments:
  • Adjusted maximum width per service entry so that a FullHD Screen (1920px width minus the browser borders) displays 4 services simultaneously.
  • Reduced "Distribution Level" overall column size (for Contact Center services).
  • Modalities, State and Active toggles will remain visible at all times. Other headers and contents of the user list table (or service table) are allowed to be cut off using (…).
  • If a service user has no modalities configured a dash is shown “-”. This can be changed in the General User Settings.
  • User presence states are now shown as a color only. The textual representation is shown as mouseover tooltip. 
• Workflow Editor
  • The list of activities (formerly on the left) has now been replaced with “Add Activity” button. 💡 The new button is placed on the top right, following concepts like Opening Hours “Add Period” and Dashboards “Add Widget”.
  • “Add Activity” now opens a popup with a grouped list of activities instead of a fixed sidebar. 
    • The window is freely movable and stores its last postion. 
    • Right-aligns to browser window and resets when “Add Activity” is clicked again.
  • Features both activity search and counter for existing (used) activities in the workflow editor area.
• Dashboards - “Add Widget” dialogue refresh.
  • Using “Add Widget” (top right) now opens a popup with a grouped list of Dashboard Widgets instead of a fixed sidebar. 
    • The window is freely movable and stores its last postion. 
    • Right-aligns to browser window.
  • Features both widget search and counter for existing (already used) widgets in the Dashboard grid area.
• Autocomplete controls. Dropdown menus in Nimbus were replaced with a new autocomplete feature. Handling of pulldowns and selection fields should now feel more streamlined and responsive, featuring search-as-you type and logical reactions to user inputs. 
  • The visible UI locations being updated include:
    • Tenant Administration (e.g. in  tabs General, Authorization, Provisioning, "Add User" popup)
    • Service settings (various locations in both Admin and Portal UI)  
    • Configuration (Skills, Workflows)
    • Workflow editor (Audio selection, Dropdowns, Playlists, Text-To-Speech selector)
    • Portal
      • Call-as popup
      • My Session Page (Codes & Tags)
      • User Preferences (Language, Theme, Date/Time)
• Direct Access to configurable properties
  • Configuration - Added additional properties “cog” icons to various overview pages for the following areas. 💡The same items will also show the properties configuration icon in their header
    • Workflows
    • Workflow templates
    • Opening hours
    • Non personal dashboards
• Streamlined Configuration header and footer
  • Configuration page headers will now Title, Name and OU where applicable and not already part of the item configuration itself.
  • Further efforts to standardize the position of Save and Cancel buttons.
• Other Changes and Improvements
  • Minor improvements to the Round-Robin call-distribution algorithm. 
  • My Sessions Fixes:
    • Fixed a wrongfully shown “Unsaved changes” dialog on services that have only primary Codes configured but were actually saved correctly.
    • Fixed a wrong green border color on connected calls. 
    • Fixed an issue that shows My Sessions widgets with empty space on lower resolutions.
  • Interact User Settings - Now shows a warning when user is not registered in the bot and thus not able to receive Instant Messaging modality (chat) conversations.
  • Fixed scaling issue on flexible Dashboard tabular widgets.
  • Opening Hours - Fixed an weekly recurring period issue with periods ranging over a DST (daylight savings time) date.
  • Administration Overview  - Added a pagination for the service overview rendering grid, effectively speeding up rendering on Tenants with a large amount of services (teams).
  • Workflow Activities 
    • “Text To Speech” conversion - Added error pop-up in case of a preview-rendering error on Microsoft side.
    • “Transfer” activity - fixed an issue in the user search.
  • Fixed an issue that prevented removed Nimbus tabs to be re-added to already licensed teams.
  • Adaptive Cards - Fixed a rare “Unable to reach App” error scenario.
  • Responsibility Profiles - Fixed an issue related to profiles, preventing users in Nimbus Admin UI to be listed correctly.
  • Fixed a consultation call related closure issue for of service and user session reporting, effectively preventing the user from becoming selectable again.
  • Nimbus Assistant:
    • Assistant Configuration > “Service/ Direct Templates” > Actions - fixed an layout issue caused by selecting the POST-multipart HTTP method.
    • Assistant Call Context is now correctly opened even if a SignalR connection is in error status (e.g. due to being blocked or an outage).
  • Fixed an issue that prevented saving of PSTN details on General Service Settings.

04 Mar 2024 - 1.90-2 Release Notes

🔥This is a minor hotfix update with changes to existing functionality.

• Fixed a rare issue that caused stuck tasks in a preferred agent service transfer scenario.

29 Feb 2024 - 1.90-1 Release Notes

🔥This is a minor hotfix update with changes to existing functionality.

• Fixed an issue in the Provisioning Microsoft PowerShell script that prevented newly provisioned services to become available for calls.     
  💡As usual the script should automatically update upon next execution. You can always retrieve the latest version via Administration Overview.    
   

27 Feb 2024 - 1.90 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: 

• Assistant Changes
  • Introduced as a new “Appearance” tab in the Settings.
  • Assistant  > Settings > “Appearance” - New “Bring to the foreground” option
    • Default disabled. When enabled, brings Assistant to the foreground upon incoming events (Session, RONA, etc.)
    • Configurable via MSI Switch in the Assistant Installation.
  • Restructured options to “Notifications” and “Appearance” tabs in the Settings.
  • Open Logfolder - Icon replaced, text moved into tooltip. 
    • Moved from the Info page into the menus.
    • Fixed a German translation issue on the Logfiles-Folder description.
• Other Fixes and Improvements
  • Tenant Settings > Extensions Tab > Presence Tracking: Added a “copy fields to clipboard" so guest users can be easily retrieved for invitation into the Azure Tenant. 
  • Resources > Upload validation  - Introduced an upload limit validation. Prior to upload, individual audio files are checked to have maximum of 10 min lenght or 20 MB size. 💡If you need to chain multiple files, please resort to using multiple “Announcement” activities or use Playlists.
  • Address Books: Now following Organization Units “Read along the path” rule.
    • Previous behavior: Users were formerly just able to find Address Books on root level. 
    • New behavior: Address Books correctly follow the User's Organization Unit level. For example, a user should: 
      • a) have access to OUs on their level and Tenant OU address books (up the tree to the root)
      • b) not have access to Address Books on same-level OU (even if the user could be part of that service). 
  • Workflows > Input Customer Activity: Reduced "Max Input Timeout" to a maximum of 30 min. ☝Existing Workflow items will not be affected.
  • Historical Sessions  - UI Fix: Fixed filter dropdown entries in dark theme showing the wrong font color.
  • Attendant Console - Contact Groups: Fixed cut-off icon shown next to user icons when editing contact groups.
  • Opening Hours - UI Fix and UTC time zone change:
    • Corrected Special pulldown colors for Opening Hours Default Type pulldown to match the periods
    • Editing single exceptions from a series of events will now correctly convert the period to UTC-based timezones based on on the original event, ignoring the users current device timezone. ☝ Existing Opening Hours periods will NOT be migrated to avoid impacts on existing produtive hours. When you create new recurrent series exceptions, the new behavior will apply.
• Relevant Knowledge Base Changes. 
  • Use Cases Rework - As our Use Cases section has grown significantly over the last years, we aim to rework it in both structure and content.
    • To keep the visual load on our visitors smaller, we will hide Use Cases in most main menu entries, instead listing them in one or several categories such as Power Automate and Nimbus Administration. 
    • You can still find all hidden pages in our Page Index located at the footer of our KB.
  • KB Resource Library - As all our products rely on Microsoft Azure infrastructure, Whitepaper Documents and other technical information will get more and more into focus. To reflect this, we introduced a new Resource Library section prominently in the Knowledge Base root. As a start we list our whitepapers therein, but will continue to expand as more technical or user-data relevant information become available.

02 Feb 2024 - 1.89-3 Release Notes

🔥This is a minor hotfix update, bringing many new changes and options into Nimbus.

• Attendant Console - Fixed an issue that prevented display names to be shown in contact groups. 
• Initial improvements to our backend infrastructure were made to ensure a smooth call experience with further growth of the platform. In the coming weeks were are further committed to more adjustments to our infrastructure in order to cover the increasing load more efficiently and ensure ongoing availability at the usual level.

19 Jan 2024 - 1.89-1 Release Notes

🔥This is a minor hotfix update, bringing many new changes and options into Nimbus.

• Call Handling - Fixed an issue that caused users in After Call Work (ACW) to be selected for calls despite being Off Duty or DND.

18 Jan 2024 - 1.89 Release Notes

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

• Elimination of audio delay for outbound calls (Postponed due to delayed MSFT deployment) -  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.
• Flexible Licensing / User Modalities - This update will introduce more licensing flexibility, adding “Modality” settings for users. This will work in conjunction with the enabled modalities on service level, effectively limiting the channels on which users of that service will receive Nimbus tasks.
  • Introduction of modality addons for individual users. For each user the following modalities can now be configured individually:
    • Instant Messaging (still not enabled on productive tenants) (Chat Handling) - default: disabled
    • External Task - default: disabled. 💡Existing users with a Contact Center license which had this modality enabled already will be migrated.
    • The License Management view has been updated accordingly to reflect the new user modality options.
    • Modalities on Nimbus Portal - As individual modalities can now be toggled per user, the modalities are also now shown in the Nimbus Portal (e.g. My Services and Dashboard  views).
  • Design changes to Service Administration and User Administration UIs (Modality tabs) to reflect the new modality selections.
  • Interact is now consolidated as a Service Addon with the according licensing contingency connected to License Management. 
• Assistant - Status Display: The Luware Nimbus Assistant will now distinguish between the availability status for both Microsoft Teams and Luware Nimbus, allowing users to quickly differentiate between their different availability statuses. The Luware Nimbus availability status is now displayed in a new banner, making it easily visible. The Microsoft Teams status will be moved to the user icon at the top of the Nimbus Assistant. 
• Assistant App changes and fixes: 
  • The “Notifications” tab in the settings now allows to configure notifications per modality (IM, External Task)
  • Fixed an issue with Extended toast-pop up not being displayed during a call
  • Assistant - Call Templates - Fixed a rare issue where call details from a cancelled call were not cleared correctly and shown on the followup call.
• Historic Reporting - Aggregated Data, Short Abandons, OpeningHours 
  • Aggregated user an service statistics data is now part of the OData interface. Nimbus now generates 15 minutes timeslots and stores it in the reporting database. Users with WFM (Workforce Management Tools) use this data to get user involvements within service sessions e.g. to plan shifts with accurate data. ☝️ Please note: Reporting data prior to this update is not aggregated / migrated retroactively.
  • Added aggregation support to TiDB (OData interface) in 15' intervals each. Data is aggregated for: 
    • User sessions
    • Service user sessions
    • Service statistics
• Reporting: Short Abandons - New settings added to General Service Settings  > Reporting section > Short Abandons Threshold
  • Calls below this threshold are considered “Abandoned" and also added to reporting / aggregated data.
  • Added Opening Hours service session data to the ServiceSessions table in the OData interface. 
  • Opening Hours are now also included a BI Template update.
  • KB: Updated the Nimbus Reporting Model to reflect aggregated and Opening Hours data.
• Chat Handling Improvements (still disabled on productive tenants at this point):
  • Chat Handling  / Use Case - Setting up Instant Messaging  - removed the requirement for an own ACS instance requirement.
  • Modalities Tenant Settings  - Instant Messaging tab.
  • Now allows to invite 2 guest users instead of ACS instance (invited on the tenant level, similar to presence tracking)
  • New account info messages belwo form field inform about the account guest status
  • New Test UPN field to send a test chat message
• Workflows - New Wait for Parameter Activity: Will wait for any Parameters changes away from the default (e.g. within Flow Actions). This feature allows you to pause your Luware Nimbus workflows for a define period so that Power Automate can update the value of a parameter, for example from your CRM system. The element will wait a defined time and play either a TTS you define or a resource you provide (e.g. music).
• Nimbus Power Automate Connector (MS Flow): 
  • 💡As a reminder: Future feature updates will only be added to the new (to be certified V1) connector. Existing custom connectors (V0) will only receive minor updates and fixes to ensure ongoing productive use. When a transition or related action is necessary, we will inform about necessary steps via release notes and with according advance notification.
  • As the new Power Automate Connector is still undergoing Microsoft Certification (to be made available in the Microsoft store), we started updating first KB pages. 
  • KB changes:
    • Added a Legacy and Certified Connector Differences page to explain technical differences and prepare all users for the upcoming transition.
    • Reworked Trigger Events and Flow Actions pages mentioning first connector differences.
    • Nimbus Power Automate Connector page split up and reworked to make future updates easier to read.
    • Separated page: Update Nimbus Power Automate Connector
    • New “Integrations” category started in the Knowledge Base.
• V1 Connector changes:
  • Fix / Change:  only "Enterprise Routing" and "Contact Center" licensed Services are shown in the Action / Trigger pulldowns. This has already been the case according to the Nimbus Features matrix, but was never checked within service / user pulldown entries.
  • Previously - if you call the "Update Task" action multiple times - you had to provide all previous values (e.g. for the customer details). Otherwise set values get overwritten with NULL/null.
  • The new V1 connector now allows to “skip” overwriting values for properties passed with null/NULL to backend by using the function “string(null)”. Also see Stack Overflow source
• Other Changes and Improvements:
  • Dashboards - All users with rights to edit Non-Personal Dashboards in the Admin UI can now add any widget. This does not impact the filtering approach on the Frontend.
  • General Service Settings  - New GDPR setting Hide on Historical Sessions page - will hide the service and related tasks from the page.
  • Outbound Service Call / Call On Behalf - Now shows alternative phone destinations on existing contacts within search results.