INC Public Preview Beta Feature
This feature is in PREVIEW and may not yet be available to all customers. Functionality, scope and design may change considerably.
Nimbus Call vs. MS Teams Direct Call
In Nimbus, most calls are managed through structured workflows that include routing, queuing, and logging to ensure efficient handling and complete visibility in reporting. However, not all communication follows these workflows. Sometimes, customers reach out to team members directly in Microsoft Teams, bypassing Nimbus routing. These MS Teams Direct Calls enable immediate, private, person-to-person conversations, but they don't appear in reporting by default, causing gaps in performance tracking.
MS Teams Direct Call Reporting addresses this scenario, closing the gap between reporting Nimbus Calls and MS Teams Direct Calls. The feature extends Nimbus reporting capabilities by tracking person-to-person Teams calls outside of Nimbus and making them visible in reporting.
Good to know
MS Teams Direct Calls differ from Nimbus Calls in many aspects: They don't follow Nimbus routing, queuing, and IVR processes. Instead of being managed through a Nimbus workflow, MS Teams Direct Calls connect one user to another immediately and privately within Microsoft Teams.
How MS Teams Direct Call Reporting Works
- When a direct MS Teams call takes place, Microsoft automatically tracks the interaction and stores the details in a Graph database.
- To authorize processing of this data and make it available in Nimbus reporting, the Tenant Administrator must toggle the feature on and run Provisioning script.
💡 The Provisioning Script sets the necessary permissions for Nimbus to access the information for MS Teams Direct Calls on behalf of the Tenant. - MS Teams Direct Call information related to Nimbus users, is identified, processed, and brought into the existing Nimbus data model, enabling Nimbus to generate KPIs.
- The processed MS Teams Direct Call information and pertinent KPIs are then made available via the OData API already available for Nimbus reporting.
Key Benefits of MS Teams Direct Call Reporting
- Complete visibility into all communication activity involving Nimbus users (Nimbus and Teams MS Teams Direct Calls).
- Holistic reporting that supports better capacity planning and decision making.
- Enhanced transparency into time spent on direct customer interactions.
Enabling MS Teams Direct Call Reporting
✅ Preconditions
Enterprise App setup
✅ Global Admin account requirement: Monitoring direct calls on your Tenant requires creation of an Enterprise application and an App registration. This is something only a Global Administrator can do.
🤔Why is this needed? The permission which is granted is CallRecords.Read.All. Nimbus already does this for its own users. This permission will allow Nimbus to collect the users, then filter out the relevant ones defined in Nimbus for reporting.
Feature enablement in Nimbus
- ✅ As Tenant Administrator you can enable the MS Teams Direct Call Reporting feature globally for your tenant, then …
- ✅ … as either Tenant Administrator or User Administrator you can individually enable MS Teams Direct Calls tracking for your users.
☝️Prior to enabling MS Teams Direct Call Reporting, make sure to properly inform all affected users and have their explicit consent where required.
- Within the Data Privacy Tenant Settings: Toggle on “Persist MS Teams MS Teams Direct Calls in Reporting”
- Once enabled, you need to run the Provisioning script to grant Nimbus the required permissions.
🔎 You can find the Provisioning script download under User Preferences (Admin) > Resources.
🔎 The number of max. allowed to-be-tracked users is shown, as well as for how many users it is already enabled. Read Fair Usage Policy further below for more information. -
Select the user you want to track MS Teams Direct Calls for and go to General User Settings.
- In the Reporting section , enable “MS Teams MS Teams Direct Calls” and save your settings.
⮑ The feature now captures MS Teams Direct Call data from the Microsoft Graph API for the selected Nimbus user.
💡Note that there might be a delay of up to 150 minutes before the data is made available by Microsoft.
Fair Usage Policy
The Fair Usage Policy ensures a fair resource allocation and helps maintain consistent service quality by preventing features from being overused beyond the licensed scope. This reduces the risk of performance issues and ensures Nimbus remains reliable for all users.
With the Fair Usage Policy, you can track
- up to 50 users per service-based license and
- one user per user-based license
💡By enabling MS Teams MS Teams Direct Calls for a user in General User Settings, the license is automatically assigned.
💡The number of users you can track adds up tenant-wide. e.g., if you have 2 service-based licenses and 10 user-based licenses, you can track up to 110 users' MS Teams Direct Calls. A tooltip in Data Privacy Tenant Settings and General User Settings shows you the maximum number of licenses as well as for how many users it is already enabled:
Data Access
Reporting Data Access
- MS Teams Direct Call Reporting data is only available to respective User Supervisors or the Nimbus Tenant Administrator.
- MS Teams Direct Call Reporting data is only accessible via OData Feed and Nimbus Power BI Template.
Data Integration
Captured data is exposed through OData, enabling seamless integration with the existing Reporting Model and flexible analytics tools. You are free to use the data as you need to get visibility into user communications for compliance, productivity, and customer analysis. MS Teams Direct Call Data is written into the existing User Sessions table. Only a subset of relevant are populated for MS Teams Direct Calls.
Who can see MS Teams Direct Call Reporting KPIs?
A User Supervisor can view the MS Teams Direct Call User Sessions of the users they supervise, based on the users’ Organizational Unit (OU). Access is determined by the supervisory relationship at the time of the data read request.
For example, while User X is in OU A, they are supervised by User Supervisor A and as such User Supervisor A can see all MS Teams Direct Calls for this user (past or present) irrespective of the OU the user was at the time of the MS Teams Direct Call.
If the user later moves under User Supervisor B (OU B), the previous User Supervisor A will lose all access to all MS Teams Direct Call records for User X while User Supervisor B will gain access to all MS Teams Direct Call records (past and present) for the user who relocated under their supervision.
💡Tenant Admins have access to all MS Teams Direct Call data for all users. Only MS Teams Direct Call User Sessions are exposed to the User Supervisor. Nimbus-routed User Sessions will never be exposed to the User Supervisor.
🔎Also see Reporting Roles.
Disabling MS Teams Direct Call Reporting
💡Disabling MS Teams Direct Call Reporting doesn't affect Historical Reporting. This means that previously tracked data will remain available after disabling the feature.
…for Users
When you disable MS Teams Direct Call Reporting for one or several Nimbus users, no MS Teams data related to those users will be collected anymore. However, …
- …previously collected MS Teams data related will continue to persist in the long term reporting data storage and …
- …continues to be exposed to the OData Feed until expressly requested to handle differently, for example, upon explicit Data Privacy request (e.g. right to be forgotten, deletion request, etc.). 🔎Details can be found in the Nimbus Whitepapers located in our Documents section.
…for the entire Tenant
☝When disabling the MS Teams Direct Call Reporting feature on tenant level within the Data Privacy Tenant Settings, MS Teams Direct Call tracking will be disabled for all users, to the same effect as described above. This change cannot be undone.
→ If you wish to use the feature again, MS Teams Direct Call tracking needs to be manually enabled for your users.
Change History
Changes made to the MS Teams Direct Call Reporting settings in Data Privacy Tenant Settings are reflected in Change History.
Depending on the changes you make, the following values are shown in the Change History:
- True: The feature is enabled and the script has been run.
- False: The feature is disabled.
- Provisioning: The feature is enabled but the provisioning script is not run yet.
Limitations
Known MS Teams Direct Call Reporting Limitations
- ☝Note that a new client secret is created each time the script is run.
- MS Teams Direct Call data is currently only exposed in User Sessions via OData and not shown in the Nimbus UI.
- MS Teams Direct Calls data can take up to 150 minutes to become available from Microsoft. See: Microsoft Graph Call Records API FAQ - Microsoft Graph | Microsoft Learn
- Currently, it is not possible to change MS Teams Direct Call tracking settings in bulk. The feature has to be enabled for each user individually.