📣Important Announcements

Please take note of the following long-term and ongoing announcements below:

^{End of announcements. Regular release notes continue below.}

26 June 2025 - 1.113 Release Notes

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

Virtual Users: Nimbus AI-Driven Service bots

Virtual Users are helpful self-service bots that can meet Customer requests without the need of a Nimbus queue. You can configure them at your convenience, to be used variably within your Nimbus Workflows. The benefits are as follows: 

• Responsive: A bot can answer your customers immediately, without having to wait in queues.
• Flexible: Via individual “Initial Message” and interchangeable bot configuration, the Customer can be engaged as you need to. 

Related changes in Nimbus

• Added the following items to the Configuration (Admin-UI only)
  • Virtual Users - AI-driven self-service bots that you can add to your Workflows
  • Bots - Allow configuration of external AI services (API and Authentication settings) to be used in Virtual Users.
  • Bot Response Templates - allow to map Bot responses to be used Nimbus parameters and the new “Add Virtual User” activity.
• Workflows > Conversation Handling Activities - New “Add Virtual User” activity. This activity engages the preconfigured Virtual User with the customer. 
  •  Queue is not necessary, as the Conversation is immediately established.
  • ☝Note: Initially this activity and related Virtual Users are limited limited to handling Audio/Video modality tasks.
• System Fields and Parameters - added new fields:
  • $(Caller.Sentiment) (UI: Customer Sentiment)
  • $(Caller.Intent) (UI: Customer Intent)
  • Initially these fields are blank, for future use.
• New Use Cases to ease into this feature - more to follow soon™: 
  • Use Case - Setting up a Nimbus Virtual User using Copilot 
  • Use Case - Building a Classification Agent.

Nimbus API: Manage Licenses, User Configuration Details, Copy and Delete

• The Nimbus API has been greatly expanded and now supports the following new methods: 
  • GET Details of Existing User - Allows to query all configuration details of an existing Nimbus user. 
  • GET License usage - Performs a check in available Nimbus licenses, as also reflected in the Admin UI: License Management.
    • Total number of licenses purchased.
    • Total number of licenses in use.
    • Total number of licenses available.
  • COPY an existing User* - Creates a copy of an existing user, using their Nimbus User settings as template.
  • DELETE an existing User* - Removes a User profile from the Nimbus Admin Portal. The User is also removed as Service Agent/Service Owner from the services where applicable.

Workflow Activity - Mark / Disconnect as Handled

Mark as Handled

• Audio/Video Activity for Inbound / Outbound direction workflows.
• Conversation Handling Activities - New Activity: “Mark as Handled”:  - When this activity succeeded it will mark the task with a result “Workflow Marked As Handled” in Nimbus Reporting.
  ☝ KPI Impacts: When using this feature, note that Service Session Results and related Outcomes in the Nimbus KPI Calculations can be significantly impacted. Whenever this Activity is passed in your workflow, the final session results will not NOT change anymore, even if potential task result-changing interactions take place within the same workflow.

Disconnect as Handled

• Email Activity for Inbound direction workflows only.
• Conversation Handling Activities - Renamed Activity: “Disconnect as Handled”:  Renamed from “Mark as Handled” to differentiate its use. In comparison to the regular “Disconnect” activity, “Disconnect as handled” has a failed exit. 
  ☝ “Disconnect as Handled” should should still be followed-up upon with a “Disconnect” activity as a fallback in case moving an Email within the Inbox fails.

Flow Action: Check Opening Hours

Flow Actions > General Flow Actions > “Get Opening Hours”: Checks against first applicable status as per:

• Primary Opening Hours calendar of Service, THEN ….
• Secondary Opening Hours calendar of Service …

… at the  selected date and time. When no date/time is passed, the service status is checked at the time when this flow action is triggered.

Customer Insights

The Customer Insights view allows Team/Service Owners and Service Supervisors to search for a customer by UPN, EMail or Phone Number and follow the entire Task flow in Nimbus by diving deeper into the single Service and User Sessions related to that Customer interaction.

Elapsed Time Display

The Nimbus UI now shows an additional “Elapsed Time” in session on both Attendant Console and My Sessions. “Elapsed Time” will always continue counting the overall task runtime in the background, even while Parking / Holding a task.

In Attendant Console the “Elapsed Time” is shown as an extra column within the task card itself.

Other changes and improvements

• Supervision:
  • Dashboard Supervision Widgets: A toast message will be shown when Supervisors try to engage in a Session that is currently On Hold. 
    Related KB page rework to make the On-hold and Parking scenarios more clear, also including limitations when MS-Teams is used in parallel.
  • Attendant Console - (unchanged behavior): Supervised sessions cannot be put on-hold. A tooltip will show why the UI button is inactive.
  • Task Management - Rollout on all clusters is now complete, according messages removed.