🆕 What is coming to Nimbus?

• One workspace for agents: Agents can switch between active conversations, parked sessions, and historical interactions while keeping their workload in view.
• Two layouts: Use the Full Screen Client, the complete client with room for sessions, session details, and side panels, or the CRM CTI Client, a compact layout embedded in your CRM application.
• Standalone call control: Sessions are delivered to NimbusOne through the Unify integration model. No Microsoft Teams client is required.
• Workflows designed for Unify: NimbusOne uses Unify workflows to route conversations. The Unify integration model leads to slight differences compared to classic Nimbus workflows. NimbusOne aims for the same behavior of all known Nimbus Workflow Activities.
• Familiar administration: Unify is enabled through tenant-level and user-level Unify settings.

💡 Good to know:

• Nimbus Unify is the model that delivers sessions to the NimbusOne client. Nimbus Extend refers to the regular Nimbus experience and its workflow model, which ties into Microsoft Teams for call sessions.
• Tenant Administrators need to fulfill the NimbusOne Prerequisites before NimbusOne can be used in their tenant.
• For more information, see Nimbus Unify and the Integration Model Comparison.

🆕 What will be added to Nimbus?

• Enabled users will get their own personal call handling, tied to their own number, no need for a per-user service.
• Users will be able to define their own forwarding rules in the Nimbus Portal, based on conditions like presence (e.g. Busy, In a call) or time windows (e.g. evenings, vacation), forwarding calls to another user, voicemail, a phone number, a Nimbus service, or a workflow.
• Supervisors will be able to centrally manage forwarding rules for their team members, without needing administrator involvement.
• Direct calls will benefit from the same Nimbus capabilities as service calls: Companion transcription and sentiment, CRM screen pops, real time supervisor monitoring, and reporting dashboards.
• Direct calls will be clearly separated from Nimbus service calls in reporting and will remain excluded from queue based KPIs.

💡 Good to know:

• Forwarding rules will only apply to direct calls to a user's personal number. Calls routed through a Nimbus service are handled exactly as before and are never affected by these rules.
• If a user's presence status is unavailable for any reason, calls are treated as if the user is Available, so personal calls are never diverted unnecessarily.

🆕 What will be added to Nimbus?

• Create Allowlists: File types are grouped into Images, Videos, Audio, Documents/Text, and Miscellaneous, with separate settings for Customer to Nimbus, and Nimbus to Customer. Selecting a group selects all file types in it, and a search field helps you find specific file types.
• Assign to services: Choose an allowlist from a dropdown in the new media handling section of the Data Privacy tab. One allowlist can be used by several services.
• Bulk edit and Change History: Allowlists can be assigned to several services at once. Change History records when an allowlist is assigned to or removed from a service.

💡 Good to know:

• Files that are not on the Allowlist are not offered to the user. Instead, a text message flags the content as blocked, and the file can't be viewed or downloaded. Nimbus doesn't send an automated reply to the customer, so users should answer the customer themselves.
• System Administrators and Tenant Administrators can edit allowlists and their assignments to services.

🆕 What will be added to Nimbus?

• Clear reasons in three groups: Presence (for example Offline, Do Not Disturb, Away, Busy), Duty (Off Duty, Inactive, Off Duty and Inactive), and Activity (On a Task, In ACW, In Extended ACW, RONA, At Task Limit). If several reasons apply at the same time, presence is shown first, then duty, then activity.
• Tooltips where users are shown as Not Ready: in the header of My Overview, My Sessions, and the Attendant Console, in Nimbus Assistant, in Contact Center Assistant, and in the user state tooltips of Services Overview and Live View.
• Readable at a glance: Tooltips follow the pattern Not Ready - Reason - Not Available Reason, for example "Not Ready - On a Task" or "Not Ready - Presence - Away - Coffee Break".
• New dashboard “Readiness” columns for supervisors: The new column Not Ready Reason is available in the User State and User Supervision tables, so supervisors can scan the reasons of a whole team without hovering over each user. The column isn't added by default.
• New settings in the Data Privacy tab: Display Not Ready Reasons on Tooltips and Display Not Available Reasons on Tooltips let administrators decide which reasons are shown in tooltips. Both settings are placed after Display User State Durations.

💡 Good to know:

• Depending on the team configuration, Away or Busy presence doesn't necessarily make a user Not Ready.
• If Task Parallelization is enabled, users who work on non-blocking tasks and haven't reached their capacity aren't shown as Not Ready.
• Everyone who can see the tooltip sees the reason. There is no separate permission per role.
• System Administrators, Partner Administrators, and Tenant Administrators can edit the two tooltip settings.
• For more information about Not Available Reasons, see Not Available Reasons.

🆕 What is coming to Nimbus?

• Guided configuration: Companion asks about the key tasks of the Virtual User, the expected outcomes, the required parameters and data inputs, and the opening and final messages. If information is missing or unclear, Companion suggests best-practice defaults and examples.
• Suggested bot type and profile: Depending on your use case, Companion suggests either the Intent Analyzer or the AI Workflow profile.
• Structured configuration proposal: The proposal includes the Virtual User profile, General Instructions, suggested tools with Outcomes & Tools Instructions, and the defined outcomes and parameters.
• Create and update from Companion: Administrators can create or update bots and Virtual Users directly in Companion. Enter a name and select the organization unit from a form, without pasting object IDs. For a Virtual User, you choose whether to create a new bot, use an existing one, or update a bot.
• Improve existing Virtual Users: Companion can refine the prompts of an existing Virtual User, identify missing elements such as intents, parameters, or opening and final messages, and propose additions. It can also suggest a consistent conversation style and configuration structure across several Virtual Users, including adjustments for each one.
• License assignment: Companion allows you to assign a license. If no license is available, you can still save the Virtual User and Companion notifies you about the missing license.
• General questions and concrete requests: For general questions about configuring a Virtual User, Companion gives a concise overview and offers to help you configure one in your tenant.

💡 Good to know:

• Companion always asks for your confirmation before it creates or updates a bot or Virtual User.
• The configuration assistant is currently only available for Nimbus AI Services.
• Only users with sufficient permissions can create or update Virtual Users. If you don't have the required permissions, the organization unit drop-down menu in the form is empty.
• Tools for the AI Workflow profile are currently limited to web requests. MCP tools aren't supported yet. The tools must already exist, because Companion doesn't handle endpoints or secrets. If they don't exist yet, Companion offers to save your progress so you can create the tools manually.
• New Virtual Users are created with English as the default language and the default voice Alloy. If you mention a specific voice, Companion uses it.