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What you can find here

This page will always reflect the latest Release Notes, Improvements and Changes made to Nimbus.

Other areas of interest:

INC External News Resources

 

Note: the following scenario regarding browser cookie restrictions may affect both Nimbus Teams Tab, Nimbus Personal App and has been added to the Installation Prerequisites. It is not relevant to this Nimbus release, but was added to the release notes for awareness.

✅ Administrative action MAY be required when (more restrictive future) browser cookie policies affect your Nimbus user login experience. In such cases, please read the following contents carefully.

☝ Note of third-party cookie restriction: In 2024 Google Chrome started restricting third-party cookies “by default for 1% of Chrome users to facilitate testing, and then plans to ramp up to 100% of users in H2 2024.” Other browser vendors are likely to follow suit with similar policies.

✅For Tenant Administrators: Most Enterprise users should be excluded from the 1% experiment group. However, Luware recommends that admins proactively use the BlockThirdPartyCookies and CookiesAllowedForUrls policies in Chrome to avoid sign-in issues, as described in this MS “Teams doesn't load” help article reference.

Add the following sites to the third party cookie exception list:

[*.]microsoft.com
[*.]microsoftonline.com
[*.]teams.skype.com
[*.]teams.microsoft.com
[*.]sfbassets.com
[*.]skypeforbusiness.com
⁠[*.]luware.cloud

🤔 What are the risk scenarios? 

Not following the recommendations by Google involves a risk that Nimbus stops working in Chrome (or other default browsers) when the Nimbus App is launched embedded via MS Teams.

  • MS Teams client in your browser: A likely cookie-related risk scenario occurs as you launch launch the Nimbus App or Nimbus Teams Tabs. This triggers a user authentication using 3rd party cookies.
  • MS Teams standalone client: Microsoft claims that Nimbus should continue working in the client. Furthermore, Nimbus standalone tab will open and work when "Open app in browser tab" link is used.

To avoid either scenario, we recommend whitelisting cookie-exceptions in your browsers so that Teams can continue continue working with Nimbus. To allow (whitelist) specific URLs in your browser, refer to the steps described in this MS “Teams doesn't load” help article reference.

 
 

🤔 What are the effects/problems?

We identified the following issues in regards to cookie-related authentication: 

  • Warning at startup - A warning message is shown every time when the user start Nimbus in Teams. It seems it's a general error in case of the third party cookies are blocked.
  • Authentication popup issue - Returns a Cancelled By User error even if the authentication was not cancelled by user.
 
 
 

10 Nov 2024 - 1.102 Release Notes

🔖 This is a major update, bringing many changes and improvements into Nimbus. This update is rolled out sequentially on our clusters on the following dates:

Cluster Update on
United Kingdom 01 10/11/2024
Switzerland 02 / Germany 02 /United States 01 11/11/2024
Switzerland 01 / Australia 01 12/11/2024
Germany 01 17/11/2024

Bulk Editing of Users

With this first iteration of our Bulk Editing feature, the User Administration now allows Tenant Admins to change user settings in bulk. 

INC Bulk Editing Limitations

KNOWN LIMITATIONS - BULK EDITING

INC Beta Feature

This feature is in BETA status. Functionality, design, and scope may change significantly over time.

Bulk Editing is in Beta stage and underlies technical limitations and UI design constraints. We will update this note continuously as we improve the feature during its Beta design stages. 

☝ Please read the following limitations carefully to understand where the limitations lie. We also continuously update our Latest Release Notes whenever changes and improvements to this feature will be made.

🤔 Which features are available for Bulk Editing?

Bulk Edit - Users Only: This feature is currently intended to allow only user bulk editing. Further configuration entities (e.g. services, configuration items) will follow at a later date. 

What can be changed in Bulk What can't be changed in Bulk

1 Changing User “Services” and “Roles” tabs are disabled during Bulk Editing. Changing roles would have large-scale implications on the existing Service Provisioning and User Assignment Types in Nimbus. We are actively planning new approaches in future updates.

 
 

🤔 What design limitations are there?

💡By current design: (below were active design decisions, please do not report these as issues.)

☝ No Undo Option - Bulk editing does NOT provide any way of undoing your changes. We recommend making small changes at first to see the effects.

  • Maximum 25 users can be edited at same time. 
    • If the number of entries in the user list is larger than 25, “Select All”  is disabled.
    • You have to filter your users to below this threshold to apply changes.
  • No bulk creating/deleting users - While in bulk edit mode, users cannot be mass created or deleted (as a precaution.)
  • Dependent changes - Certain features rely on dependencies (e.g. a change-enabling additional feature tabs). For this reason, there are editing differences, requiring you to confirm partial changes first before applying further bulk changes.
  • Limited Changeset view - The “Details” inspection feature next to the “Save” button only shows complete set of changes, no delta changes (this is a technical limitation at the moment). Any changes will always be a full value list. Please be patient as we are working on a dedicated change history feature.

💡Known Limitations: (technical limitations and issues that we already know about.)

  • “Disappearing” Details view - Confirming a bulk change via tab change shows a saving dialog as intended. However, the “Details” inspection feature was only visible on the previous tab bottom and thus cannot be shown on the new tab.
  • Search deletes user choice - The user search currently deletes any existing bulk selection. You have to manually select users from the paginated list to continue bulk editing.
 
 

🤔 Other things to consider?

With this change, it will be possible to modify Organization Units of many entities (e.g. users) simultaneously. ☝ This will inevitably create “Non-Path References” (NPR) warnings in your UI.

What does Non-Path Reference mean?

A Non-Path Reference (NPR) is signaled with a small warning icon in the UI, indicating that “Reading along the path / up to the root” rules were violated with a prior Organization Units change on an entity.

Items with a NPR flag can only be removed, as the OU reference is now going against the “reading along the path” rule of Organization Units.

🤔What is an entity? Anything configured within Nimbus that has its own OU - users, services, workflows, profiles, etc. 

🤔Is there a risk to creating NPRs? Your existing Nimbus references (and related services) will continue to operate even with NPR warnings, but the changed entity (e.g. a OU-moved user) will not be visible for selection anymore once removed. All existing dependent entities (e.g. a service defining this user as “Agent” ) will still consider the user for tasks as long as the user itself is not actively removed from their configuration.

 
 
 
 

🔎 Related Best Practices: We also recommend reading our Best Practices - Bulk Editing for tips and tricks as well as considerations before engaging with this feature. We will continuously update the page alongside with these known limitations.

 

Bulk Editing - Comparing Differences

Bulk Editing allows to adjust the configuration of up to 25 users simultaneously, allowing equalizing settings by either removing or adding Nimbus Features. 

During Bulk Editing, different and equal (matching) settings are highlighted.

Getting started with bulk editing

☝ Bulk editing is quite powerful, but can also considerably disrupt your existing Nimbus configuration. For those reasons we prepared several new Knowledge Base pages for you:

  • Read our Best Practices - Bulk Editing page for general considerations before you start.
  • Once ready, head over to Bulk Editing and learn how the feature operates.
  • As this feature is still in Beta status, ensure that you have read the Known Limitations.

To start bulk editing:

  1. Go to User Administration and select at least one user via the checkbox on the left side of the display name.
    ⮑ The “Bulk Edit”  popup window is shown near your selection.

    ⮑ You can now select more users via their checkbox or clicking into the rows.
  2. Use the search or filters to narrow down your choices. 
    ⮑ Your already selected users (even those outside of the filter or search view) remain selected.
    ☝ Note that “Select all” is not an option if your choice would exceed 25 users. You need to filter or use the search to narrow down your selection.
  3.  Once satisfied with your selection, click “Bulk Edit” to start editing the selected users.
    ⮑ The bulk edit process will start on the General tab.
 

Distribution Policy - Initial Skipped Preferred Users States

If “Preferred User Routing” is enabled for a Distribution Policy, you can define the user states, under which users are not considered for the preferred user list in the new dropdown “Initial Skipped Preferred User States”:

  • Off Duty and Not Available (default): Does not consider users for the preferred user list that are off duty and offline.
  • Off Duty or Offline: Does not consider users for the preferred user list that are either off duty or offline.
  • None: Considers all users for the preferred user list. 

Once a user is considered for the preferred user list, the preferred user waiting time is started.

INC Preferred Users List Table

The following table shows you in which cases users are considered for the preferred user list:

Nimbus User being in:

Initial Skipped Preferred User States set to:
User State Duty State Off Duty and Not Available Off Duty or Offline None
Online On ✅ ✅ ✅
Off ❌ ❌ ✅
Available On ✅ ✅ ✅
Off ❌ ❌ ✅
Busy (NOT distributed to the user) On ✅ ✅ ✅
Off ❌ ❌ ✅
Busy (Distributed to the user) On ✅ ✅ ✅
Off ❌ ❌ ✅
Do not disturb (NOT distributed to the user) On ❌ ✅ ✅
Off ❌ ❌ ✅
Away (NOT distributed to the user) On ❌ ✅ ✅
Off ❌ ❌ ✅
Away (Distributed to the user) On ✅ ✅ ✅
Off ❌ ❌ ✅
Offline On ❌ ❌ ✅
Off ❌ ❌ ✅
ACW On ❌ ✅ ✅
Off ❌ ❌ ✅
Persistent Rona On ❌ ✅ ✅
Off ❌ ❌ ✅

✅ User is considered for preferred user list.

❌ User is not considered for preferred user list.

Nimbus Assistant - Info Tab in Ringing State

We added the option to Assistant to show the pre-call info toast before accepting an incoming call (ringing state). Showing the call info toast for both inbound and outbound calls can be configured in Assistant Settings in the General tab:

  • Show pre-call information: If enabled, Assistant shows the pre-call (Call Flow or Info) toast before accepting an incoming call.
  • Pre-call info: In this dropdown, you can choose whether you want to have the Info Toast or the Call Flow toast shown (both for inbound and outbound calls).
Assistant Settings Info toast for an incoming (ringing) call Call Flow for an incoming (ringing) call

 

As part of this change, we added an additional option to the silent install method to preconfigure this as a default, and updated the Assistant installation to support the additional parameters. For more information, refer to Assistant Installation.

Other Changes and Improvements

  • Nimbus Power Automate Connector  - Improved the behavior in Power Automate connectors which could lead to failures with Logic App integration.
  • Attendant Console - Improved the case when ongoing sessions can reappear in the Attendant Console.
  • Statistics - Fixed an issue that prevented the Y-axis from the Service Statistics widget to scale properly.
  • Attendant Console (2.0) - Embedded YouTube tutorials for Attendant Console, directly in the help menu.

BI Template Release Notes

The following is an embed from our official Nimbus BI Template Release Notes. Please note that we update this template outside of regular Nimbus release cadence. 

Click to open the current BI Template Release Notes…

Nimbus BI Template Release Notes

Keep up to date

This page will always reflect the latest Release Notes, improvements and changes made to the Nimbus Power BI Template. 

✅ To obtain the latest template file, please contact the Nimbus Helpdesk. Our Customer Success team will be delighted to assist. 

 
Date Template Version Changes
25-10-2024 1.101
  • User States page: users are now able to drill down all the way to actual start and end times for each given user state in the details tile
  • Model metadata: Nimbus KPI descriptions are now directly visible in the Nimbus Power BI template. Users can hover over a KPI in the data panel and read the description directly within the template. For this iteration, descriptions have been added to ServiceSessions, UserSessions and TransferSessions KPIs.
30-09-2024 1.100

Features: 

  • 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. 

Temporary known limitation Resolved

  • All historical data in the UnifiedSessions OData Feed entity is up to date for all clusters. 
  • No action required by end-users.
09-09-2024 1.99

Fixes: 

  • Session Details and User Session Details pages: fixed filter that caused latest sessions from randomly not being shown. These pages are now restricted to show top 1000 sessions based on latest StartedAt. 
  • Resolved "System Error, type mismatch" when refreshing report in Power BI Services (online) after switching UserStates parameter from false to true.
07-08-2024 1.97

Fixes: 

  • User States page: dates and timings are now taking into consideration and being converted to local time as per time zone selected in parameters.
  • Sorting for date objects: day of the week in Service Overview and User Overview pages are now sorting chronologically instead of alphabetically.
  • Fixed15Min column in ServiceSessions and UserSessions tables is now set to type time and will sorts chronologically.
15-07-2024 1.96

With this release, we are delighted to announce the latest major update to the Nimbus Power BI template which enables users to set up and take advantage of the powerful functionality in Power BI known as Incremental Refresh.

We have updated the queries in the template so that this functionality can be exploited if required. 

Note that the template parameters no longer offer the option to select “x number of days”: if you need to refresh the template regularly for x number of days, please set up the Incremental Refresh functionality as explained under in PBI Incremental Refresh.

 

Features: 

  • Nimbus template enabled for Incremental Refresh. Users are now able to take advantage of this Power BI in-built functionality if they wish to regularly refresh the report for a given period of time (replaces the old parameter “x number of days”).
  • Transfers page updates:
    • Destination column updated to show Destination name if available, or Destination UPN if name not available, if neither available, a null value is shown.
    • New column called "Destination UPN or USPN" showing transfer destination PSTN number or UPN as applicable.
  • Various query optimizations to improve performance.

Fixes: 

  • TotalTime measure calculation updated in the template to exclude HoldTime since this is already included in TotalConnectedTime which is used in the underlying logic of TotalTime.
  • Unified Sessions page: the date slicer is now filtering dates as expected.
     

Temporary limitation:

  • In this version of the template we have temporarily removed the caller column from the Unified Sessions details of the report. This will be brought back into the template in a more performant way as soon as possible in an upcoming release.
    It is still possible to filter unified sessions by caller, using the slicer on the top of the page.
24-06-2024 1.95

Fixes: 

  • Fixed a filter problem in Unified Sessions page. When selecting a new date range or dragging the slider in the date slicer, the page is now updated to select the relevant date range.
13-05-2024  1.93

Features: 

  • Code optimizations for the template's fact tables to improve performance. 

Fixes: 

  • Fixed sorting issue with DayOfMonth date dimension which is used in the Sessions Overview tile “Session Volume by date and Hour, % Handled Rate”. When drilling down to the day of month, the data is now sorted in chronological order.

 
25-03-2024 1.91

Features: 

  • Time Zones: updated logic to take into consideration different switching for Day Time Savings in the US. 
  • 8x new measures for After Call Work Extended (AWC Extended) available for creating your own visuals: 
    • ServiceSessions: ØAverageAcwExtendedTimeS, ΣTotalAcwExtendedTime, ΣTotalAcwExtendedTime_HHMMSS, ØAverageAcwExtendedTime_HHMMSS
    • UserSessions: ØAcwExtendedTimeS, ΣAcwExtendedTime, ØAcwExtendedTime_HHMMSS, ΣAcwExtendedTime_HHMMSS

Description of the new measures available in the Nimbus Reporting Model page and in the template (hovering with the mouse on the measure).

 

Fixes:

  • Fixed an issue where not all Organization Units a User Supervisor has access to were provided via OData and visible in PowerBI so that they can be used as filters. 
  • Removed obsolete Service filter from the Unified Sessions page.
26-02-2024 1.90

Features: 

  • Caller Overview page: added column with Opening Hours
  • Modality filter added to the following template pages: Service Overview, User Overview, Session Details, Tags-Codes.
  • Caller Overview: the page is by default filtered for modality = Voice.

 

Fixes: 

  • Resolved issue with ServiceSessionTags table which prevented new tags to be shown in the template following subsequent data loads.
06-02-2024 1.89.1

Alignment of the Nimbus Power BI Template with the Historic Reporting features made available with 1.89 Latest Release Notes

 

Features:

  • New Opening Hours filter and Opening Hours Types dimension table available for selection in Power BI template. (Ref. NIMB-I-116).
  • IsShortConversation flag available in the Service Sessions fact table. Description available in KB Nimbus Reporting Model and in the template metadata. This object can be added to the visuals or filters as needed.

Fixes: 

  • "Or From date/To Date" parameter now correctly selecting the expected date ranges.
  • Re-introduced missing date hierarchies.
03-11-2023 1.84 v5 

Fixes:

  • Optimized TransferSessions query
  • Resolved intermittent error on TransferSessions table when retrieving large datasets: “ServiceSessionIdFrom in Table ‘ServiceSessions’ contains duplicate value xxxxxxxx-xxxx-xxxx-xxxx and this is not allowed for columns on the one side of many-to-one-relationship or for columns that are used as primary key of a table."
04-10-2023 1.84

Features: 

  • Added transfers report page
  • Expanded time zones selection in parameters (Ref. NIMB-I-238). The list is taken from the Windows database. Please note that the current solution switches the daylight savings on/off based on European daylight savings timelines.  
     

 

 

 
 

 

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