Improvements and New Features: Voice Enabled IVR, Track Presence via Application Permission & User Performance Widget
27/06/2024
New features are live in our production environment! Learn what exciting updates you can expect in this blog post. New Features
- Input Customer (advanced) – Voice enabled IVR
- Track Presence via Application Permission
- User Performance Widget
Input Customer (Advanced) – Voice Enabled IVR
The new and improved Input Customer (Advanced) workflow element offers greater flexibility in your IVR scenarios. Customers can now interact using their voice or by pressing keys. This element is designed to complement, not replace, the existing Input Customer element. It offers the combined advantage of both voice and DTMF input, allowing customers to choose their preferred method. Since the recognition of DTMF has been optimized with the new version, we recommend building all new IVRs based on the Input Customer (Advanced) element.
In a future release, we'll be introducing a functionality that allows you to easily replace existing Input Customer elements with the new advanced element directly within your workflow. This will save you time and ensure your IVRs leverage the latest advancements.
Track Presence via Application Permission
Luware Nimbus uses the Microsoft Teams presence status in addition to other indicators to determine whether an agent can join a call. To track extended user presence and correctly identify whether an agent is on a call, you needed to invite Luware Nimbus guest users into your tenant. The presence status in Microsoft Teams allows users to indicate their current availability and status to others. By default, any user within your organization who is using Teams can see in near real-time whether other users are currently available online. Users within an organization will see another user's presence status with all the information configured for Microsoft Teams (e.g., "Busy - In a call" or "Busy - In a meeting"). Meanwhile, external users or applications such as Luware Nimbus can only access the user-configured presence state (e.g., "Busy").
In the past, we used so-called presence accounts to get the enhanced presence. We are pleased to announce that we implemented a new and improved way to access enhanced presence information in Luware Nimbus. This means that you no longer need to use the presence accounts. To enable this feature, you simply need to agree to the Presence.Read.All application permission for the Luware Nimbus Azure AD app registration. Once you have granted the permission, the configured presence accounts will be disabled from your tenant.
User Performance Widget
We are excited to introduce the new User Performance Widget for the non-personal dashboards. This widget shows you a comprehensive overview of your team's performance and gives you the relevant values like overall number of accepted or declined calls within a certain time range (1 day, 48 hours, 7 days, 30 days).
Gain further insights with the optional call distribution chart. This visualizes how calls are handled by your agents, categorized by status (accepted, declined, missed, etc.). This can help you identify areas for improvement and optimize agent allocation. However, the chart is rendered on the client side, which means that it could slow down your browser or device. You will see a warning message on the configuration tab about this.
Smaller Improvements
- The name of the transfer destination is now shown in clear text in OData
- Clicking the name of the Non-Personal Dashboard opens the Dashboard in edit mode now
- The IM Bot registration button in Luware Nimbus Portal is shown now also after registering for Instant Message Handling