Codes in Nimbus can be used to mark off task completion results, highlight upselling opportunities or track any other details you want reflected in your Nimbus Reporting. Codes will visible in My Sessions after the customer interaction. Once submitted via the UI, they will also be reflected as PrimaryCodes and SecondaryCodes in the OData Feed and reflected in the Nimbus Power BI Template.

Defining Primary and Secondary Codes

✅ Codes are configured via Configuration > Codes section. 

1. By clicking "Create New" you can add new primary or secondary Codes → a dialog will open to configure your new code.
2. Define a short Name for your Code.
   💡This is how the entry will be shown in the Nimbus UI. If you have a lot of codes, prefer short namings.
   💡 Aside from their naming, Primary and Secondary Codes have no technical difference. You can define freely decide how you name them. Their categorization will re-appear in the Power BI Template > Primary/Secondary Codes area.
3. Define the Code Organization Units placement. 
   💡The OU placement determines which codes will be available to the Service Owner when adjusting Extensions Service Settings > Codes. 
   💡Nimbus users will only see Codes that are made available within their respective team. 
4. Add an optional description which will be used in listings and tables to tell the codes apart.
   💡The description will also be shown when users mouse-over the Code entry within the Nimbus UI. You can therefore use it as a tooltip to explain short codes.

Optional: Companion Context

In the field Companion Context, you can add the context related to this code to support Nimbus Companion in suggesting codes.

✅Related Precondition: Companion-related Transcription features are required in order to analyze the call transcript for Code suggestions. After a session, one or several Codes will be suggested to Nimbus users in the UI. If you define no Companion Context, it will not be suggested, but users can still select the Code manually.

Assigning Codes in your Service

✅ In order to show any Codes to users during an incoming call or task, you (or any Service Owner) must assign it to a Service via Extension Service Settings > Codes. This determines the selection of Codes available to users, as well as limiting the Code suggestions by Companion.

Using Codes in the UI

All previously assigned Codes will be available to users in the Portal UI (e.g. My Sessions). As long as those codes have not been confirmed within a session already, users can directly assign and save them.

Code Suggestion

✅ Precondition: Companion-related Transcription features are required in order to analyze the call transcript for Code suggestions. A Transcriber that interprets the spoken language must be set in Companion Service Settings to get code suggestions.

💡With Transcription features enabled, the spoken text gets analyzed and Codes get auto-suggested in My Sessions after the session with the customer is finished. If users haven't added codes to the session yet, Companion automatically suggests them. By clicking on the suggestions they can be added to the existing codes.