3 Apr 2025 - 1.109 Release Notes

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

Bulk Editing Services - Permissions Tab

The Permissions tab is now available when bulk editing Contact Center licensed, Skill-based services. 

💡Users can either be added as Service Agents or Service Owners. If a user already exists in one of the roles in a service, they will not appear in the user selection list for the other role. Once the user is removed from one of the roles, they can be added to the other.

The following color codes apply:

• Equal (green) users have the role already assigned for all selected services.
• Different (yellow) users doesn't have the role assigned for all selected services. If the user has access to all services (due to OU access rules), clicking the plus icon at the end of the line will assign the role to the user for all selected services. Otherwise the skill will be marked with a “Non-path reference” warning.
• A grey user means that the user has both Service Agent and Service Owner roles in different services. In this case, the user can only be removed.

Bulk Editing Users - Roles Tab

The Roles tab is now available when bulk editing users. You can bulk edit the following roles for users:

• Nimbus Service Supervisor
• Nimbus User Supervisor
• OU Admin
• WF Admin Limited
• All newly added Custom Roles

💡Note that the Supervisor role can only be assigned when selected users have a Contact Center license. If a selected user doesn't have a Contact Center license, the Supervisor role can only be removed.

The following roles are read-only (grey) and cannot be edited, applied, or deleted:

• Nimbus Service Agent
• Nimbus Service Owner
• Team Member
• Team Owner
• Team Owner Limited

Read-only (grey), different (yellow) and equal (green) roles and OUs are shown color coded:

If not all users have access to a custom role due to the OU access concept, assigning and editing the role is disabled. In this case, the role can only be removed:

💡 Note that the Non-path Reference warning (caused when changing Organization Units) is currently not shown in the Roles tab. This is a known limitation and subject for future improvement.

After adding a role to all users, at least one OU needs to be selected. The bulk edited users will then have the role for the selected OU(s). Yellow marked OUs can be added to all users by clicking edit and selecting the respective OU:

Context Handover: Transfer of Custom Context Parameters to Users

With this update, we added a new Service Setting control to allow/prevent the Transfer of Context Parameters between Services and Users. Related to this feature we defined what the term “Context” actually means within Nimbus.

Learn more about Context Settings…

INC Context Settings 

As a Nimbus session gets transferred between multiple Services and Users, related System Fields and Parameters automatically carry over. In addition to this, a separate Setting allows to steer if additional Custom Context Parameters should be kept during a transfer from this Service to Users as well.

☝Note that the “Keep Custom Context Parameters on transfer” option is enabled by default for both Services (currently fixed) and Users (optional).

 

🔎 Custom Context Parameter Transfer Settings 

The following Diagram is meant to illustrate the effects of context-related Service settings.

• Each Service can steer these settings individually. This means that Session Data storage and handover settings from a Service A are in effect until a new (receiving) Service B decides to handle the (received and potentially updated) data differently.
• Assuming your starting point is a Service A:
  • Call Data & System Data will always transfer to Services and User. 
  • Custom Context Parameters will always transfer to Services.
  • Custom Context Parameters will only transfer to Users if enabled on the originating Service. If toggled off, they will be nulled/reset to defaults.
• The Nimbus Power Automate Connector can react to various Trigger Events (e.g. Workflow Started, Parameter Updated, Connected to User). 
  • By doing so, parameters within a specific scope (Service Session or User Session) can be updated, anonymized, or cleared. 
  • In the Sessions List this may result in different parameter values being shown for each interaction, as each session can have their context updated via separate Flow Actions.

 

 

 

 

🔎 Related Pages:

• Extensions Service Settings: Added new “per Service” Setting to “Keep Custom Context Parameters on Transfers” to Users. This setting was and still is “always enabled” for Transfers between Services.
• KB: New Context Handover page with definitions on what we define as “Context” in Nimbus.
• Sessions List - now reflects the Context and Parameters per User Session. 

☝Context Transfer - Limitations

Flow Actions - New Service/User Session ID fields

As tie-in with the new Context Parameter Transfer, the read-only fields Service Session Id and  User Session Id were added to the to-be-certified Power Automate Connector > "Update Task" Flow Action. 

💡The certification is ongoing and the following functionality should be available soon:

These IDs allow to narrow down the Session Data scope on which System Fields and Parameters (including Custom Context Parameters) from your Configuration and Workflows are updated.

• If Task Id (Unified Session Id) AND Service Session Id are set, all parameters for the Service Session and, additionally, all CustomContextParameters for all User Sessions belonging to that Service Session are updated.
• If Task Id, Service Session Id AND User Session Id are set, only parameters of the (e.g. transferred to) user B get updated, while the transferring user A will keep their old parameters.
• If neither Ids were set, the Task Id(Unified Session Id) is used. 💡This is the default for all flows up until now to remain compatible.
• If ONLY Task Id is set, all parameters for the last Service Session of this Unified Session are updated. 💡Additionally, all CustomContextParameters for all User Sessions belonging to that Service Session are updated.

Other Improvements

• Transcription - The transcription bot is not joining as a guest anymore, allowing the user to transfer the calls via MS Teams. If the call is transferred, the transcription will stop.
• Role Changes on Power Automate Connector - We phased out the “Team Owner Limited” role from using the Nimbus Power Automate Connector. If you are using any of your Flows with this role (e.g. to schedule Outbound Calls), please switch to any of the supported Power Automate Roles.
• OData - Facts - Columns and Data Types
  • Updated values LastPrimaryCodeId, LastSecondaryCodeId, LastAcceptedUserId in UnifiedSessions table.
  • Added new fields HoldCount, HoldTime, and StartedWithTransfer to User Sessions.
  • Updated description of HoldCount and HoldTime in Service Sessions.
• Data Aggregation - Added values CntHold, SumHoldTime, and AvgHoldTime to User Session Aggregates.
• Conversation Context has been updated to better indicate how and where Context is shown, also updating the references and Tie-Ins with the concept of Parameters (as part of an URL) and Context Handover (Transfers between Services and Users).