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Luware Product Glossary

This is a auto-generated Article of all your definitions within the glossary.

Glossary

This is a auto-generated Article of all your definitions within the glossary.

  • ACW

    Short for "After-Call Work". Additional time granted to Users to complete Tasks following a call, such as: complete CRM tickets or adding Tags and Codes to the Session for Reporting purposes.

  • Adaptive Card

    Flexible, open-source format for displaying interactive content. Used in Nimbus to display Task information in MS Teams channels. Cards can be updated (adaptive) to reflect updates or provide the user with functionality (e.g. Access Recordings, Open context, Answer, etc.).

  • Administrator Role

    Refers to either Tenant Admin or Service Admin. This role is required to access the Admin Portal of Nimbus.

  • Agent

    In Nimbus context, Agents are a subset of Users which have specific Skills and Responsibilities assigned. Nimbus uses skill-based Distribution Policies to route incoming calls according to the best-matching or preferred Agents.

  • Assistant

    Nimbus extension also available as locally installed App. Allows to show call/task context or trigger actions without the need to keep Nimbus open in a browser.

  • Attendant Console

    Addon for Nimbus used by receptionists. Offers powerful search and call handling features as well as templates for call forwarding, consultation and conferencing.

  • Azure

    Cloud platform and services hosted by Microsoft. Used to host Nimbus infrastructure and services.

  • Azure Active Directory - AAD

    Azure Active Directory (Azure AD) is a Microsoft identity and access management solution that helps organizations securely manage identities.

  • Calling Bot

    Handles all Nimbus call related Workflow Activities and their actions during a call (e.g. Answer, Play Prompts, Decline, Hang-up, Invite)

  • Codes

    Used to complete After-Call Work, e.g. indicate Sales Codes or Task resolutions. Codes can be individualized per Service.

  • DAX

    Data Analysis Expressions (DAX) is a library of functions and operators that can be combined to build formulas and expressions in Power BI, Analysis Services, and Power Pivot in Excel data models.

  • Distribution Policy

    A ruleset/requirement set of skills and responsibilities required that a Nimbus user must fulfill in order to receive a task.

  • DTMF

    Dial-tone multi-frequency signaling. Used in Nimbus Workflow Activities.

  • Duty/Off Duty

    State that signals if a user is ready and capable to receive calls.

  • E.164

    Phone number format used in some parts of the system (for example PSTN Numbers, contact details).

  • Entra

    Also Entra ID. Identity and access management solution by Microsoft that includes Azure AD (AAD) as one of its core components. Entra expands upon Azure AD by adding more advanced security and governance features.

  • Fact

    Facts are business process events and metrics gathered with appropriate measures. A fact table is a table that keeps numeric data that might be aggregated in the reporting visualizations.

  • Flexible Dashboards

    Collective noun for personal and non-personal dashboards.

  • Interact

    Addon for Nimbus allowing customers to use their browser to directly interact with Nimbus users and services via website widget.

  • KPI

    Key Performance Indicator. Data calculated from facts gathered during a session/call. Examples for KPI are "% of lost calls" or "Time that a customer spent in queue".

  • Live Caption

    Live voice-to-text tracking a call between a user, a customer, and/or other 3rd-party participants, such as bots or consultants.

  • Live Translation

    Live voice-to-text tracking a call between a user, a customer, and/or other 3rd-party participants, such as bots or consultants.

  • Media Bot

    Handles text and voice related call actions during a session (e.g. Record Voice Messages, Transcribe Calls)

  • MSFT

    Abbreviation for Microsoft. In this context generally used when referred to services provided by Microsoft, such as Azure.

  • Multimodality

    Multimodality is the application of multiple modalities within one medium. A multimodal contact center supports any means of contact (chat, call, email, etc.)

  • Nimbus Companion

    Industry term for AI bot with the primary purpose to help service customers without any human support (automation).

  • OData Connector

    The means to connect Nimbus Odata sources to other systems for large historical data retrieval. Also see Microsoft Power Automate Connector or Power BI.

  • OU

    Organization Units (OU) are used to organize teams of people with same background for definition in programming rule sets (e.g. for call-routing or access management).

  • Parking

    Parking describes the pausing of a Nimbus task while being free for other non-Nimbus related tasks or MS Teams calls.

  • Portal

    The general graphical interface of Nimbus for all users, requiring authentication to interact with.

  • PSTN

    Public Switched Telephone Network. Synonymous with the telephone numbers we know of today.

  • RONA

    Redirect on No Answer. Ensures that the call doesn't get lost and is instead redirected to the queue (or handled otherwise via the workflow). A Nimbus user in MS Teams is given RONA status if they ignore a service call or do not answer it within a set period of time.

  • RTC

    Real-time Communication (RTC) is a category of software protocols and communication hardware media that gives real-time guarantees. In Nimbus context, this protocol enables to establish sessions between customers and service (agents).

  • SDK

    A Software Development Kit (SDK) is a collection of software development tools in one installable package. They facilitate the creation of applications by having a compiler, debugger, and sometimes a software framework.

  • Short Abandons

    Calls that are abandoned on or after the short abandon threshold time.

  • Single sign-on (SSO)

    Single sign-on (SSO) is an authentication scheme that allows a user to log in with a single ID to any of several related, yet independent, software systems

  • SIP

    Session Initiation Protocol. Also used as short descriptor for "SIP-address". Peer-to-peer protocol standard developed by the Internet Engineering Task Force (IETF), used for initiating—and also managing and terminating—voice call sessions over the internet.

  • SLA

    The Service Level Agreement (SLA) is a threshold value that defines whether a fact calculation formula is meeting business criteria.

  • Snippet

    A small piece or brief extract of a larger data entity (e.g. Service). Can also refer to a code or HTML snippet to be included in your website.

  • STT

    Speech to text (STT) is a technology that transcribes spoken audio to text.

  • Tags

    Tags are individual descriptive words used in My Sessions to describe and distinguish call sessions for reporting purposes.

  • Tenant

    A "Tenant" refers to an data-isolated instance of Azure Active Directory (Entra ID) that an Organization receives when they sign up for a Microsoft Cloud Service. Nimbus leverages Tenant features (e.g. User directory, Authentication and Access management) to provide its own services.

  • Transcription

    The Transcription feature converts spoken language into written text, enabling accurate documentation of conversations.

  • TTS

    Text to Speech (TTS) is a technology to translate written text into speech sounds imitative of the human voice.

  • UPN

    A User Principal Name (UPN) is an internet communication standard for user accounts. It consists of a prefix (e.g. user account name) and a suffix (domain name), joined by the separator (@ symbol), e.g. john.doe@example.com.

  • URI

    A Uniform Resource Identifier (URI) is a string of characters that unambiguously identifies a particular resource. All URIs follow a predefined set of syntax rules, but also maintain extensibility through a separately defined hierarchical naming scheme (e.g. "http://").

  • Virtual Assistant

    Individual AI-driven bot that does specific tasks to help Nimbus users in different roles to help with their daily tasks.

  • Virtual Customer Assistant (VCA)

    Virtual Customer Assistants (VCAs) are AI-powered bots with the primary purpose to help service customers without any human interaction (automation).

  • Virtual User

    Virtual Users are self-service bots acting as virtual customer assistants (VCAs), enabling automated, multi-modal customer interactions between customers and AI-driven services, across both inbound and outbound communication channels.

  • Virtual User Assistant (VUA)

    Virtual User Assistants (VUAs) are AI tools that interact with and help service owners and users across multiple modalities (augmentation).

  • Voice Transcription

    Voice-to-text transcription after a customer service interaction.

  • Workflow

    A sequence of steps (or Activities) that describes how an incoming caller is processed.

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