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Nimbus Reporting Model

An overview of data used in Nimbus reporting

Intro and Taxonomy

Nimbus reporting concepts explained on this page distinguish data by the following criteria :

Services and Users are the point of interest for Nimbus Power BI reports. In the context of reporting they are dynamic (slowly-changing) dimension tables for fact gathering and output display.
Outcomes (of call sessions) are static dimensions with a fixed set of possible results to a conversation.
Facts are business process events and metrics gathered with appropriate measures. They are the numeric data aggregated in the reporting visualizations and contain keys which refer to the dimension tables.
KPI of various form are generated as calculations from these facts and dimensions.

Dimensions and Facts

A dimension is a structure that categorizes facts in order to enable users to answer business questions. In Call Center context such questions could be:

Who called – Customer (caller Sip)
Where did the call go to – Service (Service Sip)
When did the call start – Started Date and Started Time
What was done – Task Type (the type of the task, e.g. Inbound Service, Inbound Direct, etc.)

💡 In other words, a dimension is a window to view information in the facts.

Overview

💡 Data contents of tabs below are generated from individual pages of this Knowledge Base. If you need to view multiple concepts simultaneously, use the main menu at the left to open the individual pages.

OData Feeds

OData Feed

OData, short for Open Data Protocol, is an open protocol to allow the creation and consumption of queryables. Using OData queries is the recommended approach for pulling data into Power BI.

TEXT
OData.Feed (serviceUri as text, optional headers as nullable record, optional options as any) as any

Returns a table of OData feeds offered by an OData service from a URI serviceUri.

List of OData tables available by connection string.

Odata Table	Where to find details	Related KB pages
Callers	Slowly Changing Dimensions > Callers	-
DistributionAlgorithm	Static Dimensions > Distribution Algorithm	Task Queue and Distribution
DistributionPriorityType	Slowly Changing Dimensions > Distribution Priority	Task Priority
DistributionType	Static Dimensions > Distribution Type	Distribution Types
ModalityTypes	Static Dimensions > Modality	Supported Modalities
NotAvailableReasons	Slowly Changing Dimensions > NotAvailableReasons	Not Available Reasons
OpeningHoursTypes	Slowly Changing Dimensions > Opening Hours	Opening Hours
OrganizationUnits	Slowly Changing Dimensions > Organization Units	Organization Units
PrimaryCodes	Slowly Changing Dimensions > Codes	Codes
ResponsibilityProfiles	Facts > User States	Responsibility Profiles
SecondaryCodes	Slowly Changing Dimensions > Codes	Codes
ServiceDataPermissions	-	Reporting Roles
ServiceSessionOutcomeGroups	Static Dimensions > Service Session Outcomes	Historical Sessions
ServiceSessionOutcomes	Static Dimensions > Service Session Outcomes	Historical Sessions
ServiceSessions	Facts > Service Sessions	-
Services	Slowly Changing Dimensions > Services	Service Administration
ServiceSessionTags	Facts > Service Session Tags	-
ServiceSessionTagStrings	Facts > Service Session Tag Strings	-
Tags	Slowly Changing Dimensions > Tags	Tags
TaskDirections	Slowly Changing Dimensions > Tasks	Task Queue and Distribution / Outbound Call
TaskType	Slowly Changing Dimensions > Tasks Static Dimensions > Task Type	Task Queue and Distribution
TaskTypeGroups	Static Dimensions > Transfer Sessions	-
TransferSessionDestinationTypes	Static Dimensions > Transfer Sessions	-
TransferSessionOutcomes	Static Dimensions > Transfer Sessions	-
TransferSessionTypes	Static Dimensions > Transfer Sessions	-
TransferSessions	Static Dimensions > Transfer Sessions	-
UnifiedSessions	Facts > Unified Sessions	-
UserDataPermissions	-	Reporting Roles
UserSessionActionGroups	Static Dimensions > User Session Outcomes	-
UserSessionOutcomeHandledTexts	Static Dimensions > User Session Outcomes	-
UserSessionOutcomes	Static Dimensions > User Session Outcomes	-
UserSessions	Facts > User Sessions	-
UserStateTypes	Static Dimensions > User State Type	-
UserStates	Facts > User States	-
UserTransferActionTypes	Static Dimensions > Transfer Sessions	-
Users	Slowly Changing Dimensions > Users	User Administration

💡Our Nimbus Power BI Template will be regularly updated to make use the latest OData interface features. However, you can also customize your report and update Update BI Report OData Sources manually.

Slowly Changing Dimensions

A slowly changing dimension (SCD) in data management and data warehousing is a dimension which contains relatively static data which can change slowly but unpredictably, rather than according to a regular schedule.

Services

A Service is a Endpoint acting for the service tasks as a middle layer between users and customers (or other task initiators).

Attribute	Data Type	Description
Id	guid	Primary key
Name	text	Service name
OrganizationUnitId	guid	References Organization unit of the service
ServiceOrganizationUnitId	guid	Contains service Organization Unit for permission purposes

🔍 Services are managed via Nimbus Service Administration.

Users

Users are the the persons who interact with Nimbus e.g. to accept calls.

Attribute	Data Type	Description
Id	guid	Primary key
O365Id	guid	Nimbus user O365 identifier
Upn	text	Nimbus caller User Principal Name
UserName	text	Display name of the Nimbus user First name + Last Name
OrganizationUnitId	guid	Reference user's organization

🔍 Users are synced from your Microsoft Entra ID and added via Nimbus User Administration.

Callers

Callers are the customers that contact the service.

Attribute	Data Type	Description
Id	integer	Primary key
O365Id	guid	caller O365 identifier
Upn	text	caller User Principal Name
TelNumber	text	caller telephone number
TenantId	guid	Tenant Id
CustomerIdentifier	text	Caller's UPN, telephone or O365 id (depending on origin type)

Organization Units

Organization units are used to describe hierarchal structure of the organization.

Attribute	Data Type	Description
Id	guid	Primary key
Name	text	Organization name
ParentId	guid	References parent Organization unit
🔍 Fields below are not provided by OData feed, but calculated in Power BI template
OU_PATH	text	Represents path to OU from root level
OULevel1	text	Name of OU at level 1 of the hierarchy
OULevel2	text	Name of OU at level 2 of the hierarchy
OULevel...7	text	Name of OU at level 7 of the hierarchy

🔍 Visit Organization Units to learn more about the concept and its configuration.

Opening Hours

Opening Hours are applied as part of General Service Settings and added to the session at the point of an incoming task.

Attribute	Data Type	Description
Id	guid	Primary key
Name	text	None Open Closed Holiday 1 Special 2 Special 3 Special 4 Special

🔍 Visit Opening Hours to learn more about the concept and its configuration.

Codes

Connected with FirstPrimaryCodeId field of Service Sessions table.

Attribute	Data Type	Description
Id	guid	Primary key
PrimaryCode	text	primary code name
Description	text	primary code description

Connected with FirstSecondaryCodeId field of Service Sessions table.

Attribute	Data Type	Description
Id	guid	Primary key
SecondaryCode	text	secondary code name
Description	text	secondary code description

🔍 Visit Codes to learn how the codes are defined and used.

DistributionPriority

DistributionPriorityTypes is connected with DistributionPriority field of Service Sessions table.

Attribute	Data Type	Description
Id	int	Primary key
Name	text	Distribution name

UserSessionDistributionPriority isConnected with DistributionPriority field of User Sessions table.

Attribute	Data Type	Description
Id	int	Primary key
Name	text	Distribution name

🔍Both DistributionPriorityTypes and UserSessionDistributionPriority are sharing the same OData endpoint.

Tasks

TaskDirections are connected with TaskType dataset and Service Sessions table.

Attribute	Data Type	Description
Id	int	Primary key
Name	text	Distribution name

TaskTypeGroups areconnected with TaskTypeGroupId field of TaskType table.

Attribute	Data Type	Description
Id	int	Primary key
Name	text	Distribution name

TaskTypes areconnected with TaskTypeGroupId field of TaskType table.

Attribute	Data Type	Description
Id	int	Primary key
Name	text	Distribution name
IsService	bool	Flag true or false
TaskDirectionId	int	Reference to Task direction table
TaskGroupId	int	Reference to Task group table

NotAvailableReasons

NotAvailableReasons are used with UserStates table.

Attribute	Data Type	Description
Id	quid	Primary key
Name	text	NAR name
TenantId	guid	Reference to Tenant
OrganizationUnitId	guid	Reference to Organization unit in which particular NAR is used.

Row-level security (RLS)

Row-level-security datasets.

ServiceDataPermissions areused to create Row-level security rules in Power BI Desktop. This data is available via OData, but it is not represented as a dataset in Power BI and must be added manually.

Attribute	Data Type	Description
UserId	guid	UserId who has permission to Organization Unit
OrganizationUnitId	guid	Organization Unit which is mapped to User.

UserDataPermissions areused to create Row-level security rules in Power BI Desktop. This data is available via OData, but it is not represented as a dataset in Power BI and must be added manually.

Attribute	Data Type	Description
UserId	guid	UserId who has permission to Organization Unit
OrganizationUnitId	guid	Organization Unit which is mapped to User.

NOTES

These dimensions are slowly changing, meaning have changing set of dimension members. The set changes depending on data configuration.

💡Note: Description columns are generally not part of the dataset.

Static dimension: Members (Values)

Static Dimensions

Static dimensions consists of a fixed member list. This list is static on every deployed system and may change only by a Nimbus system version update.

🔍NOTES OUTCOME GROUPS

Outcome Groups - To generalize and simplify reporting, all Service Session outcomes are classified into groups.

Id	Name
1	Handled By User
2	Handled By System
3	Hangup By Customer
4	Not Handled
5	Error
6	Outbound Accepted
7	Outbound Not Accepted

💡Outcome Calculation - Note that these columns are not provided by the OData feed, but calculated in the Power BI Template.
💡Description columns are generally not part of the dataset.
💡Lines greyed out (if shown) are used for error-handling. They are not included in the dataset.

Service Session Outcomes

Service session outcomes determine how a task has concluded (Handled or Not Handled), with a more detailed outcome.

Id	MeansHandled	HandledText	GroupId (see 🔍▲)	Outcome	Description
1	False	Not Handled	3	Customer Hangup Before Accept	Customer hung up the call before it was accepted
2	False	Not Handled	3	Customer Hangup In Ivr	Customer hung up the call before it was put into the queue
3	False	Not Handled	3	Customer Hangup In Ivr After Queue	Customer hung up after the call left the queue
4	False	Not Handled	3	Customer Hangup In Queue	Customer hang up the call during the time the task was enqueued
5	True	Handled	1	User Accepted	User accepted the task and was connected to the customer, this includes Consultation Call (without merge or transfer) and External Tasks
6	True	Handled	1	User Internal Transfer Success	User accepted the task and transferred it to another service Line or user. This includes as well the case if a user transfers the call after a consultation call
7	True	Handled	1	User External Transfer Success	User accepts the task and transferred to a non Nimbus service line or user. This includes as well the case if a user transfers the call after a consultation call
8	False	Not Handled	4	Workflow Disconnect After Queue	Workflow terminates the call conversation or task (external, email) after it was put once into the queue
9	False	Not Handled	4	Workflow Disconnect	Workflow terminates the callconversation or task (external, email), which was never put into the queu
10	False	Not Handled	5	System Failure	An severe unhandled error occurred. May relate to Microsoft infrastructure.
11	True	Handled	2	Workflow Conversation Recorded	Workflow recorded a voice message / mail
12	True	Handled	2	Workflow Internal Transfer Successful	Workflow transferred the call to another Service Line or a User from the same o365 tenant successfully
13	False	Not Handled	4	Workflow Internal Transfer Failed	Workflow couldn't transfer the call to another Service Line or a User from the same o365 tenant
14	True	Handled	2	Workflow External Transfer Successful	Workflow transferred the call successfully to a non Nimbus service Line target (e.g to an external user or phone number)
15	False	Not Handled	4	Workflow External Transfer Failed	Workflow couldn't transfer the call to a non Nimbus service Line target (e.g to an external user or phone number)
16	True	Handled	1	User Internal Transfer Failed	User accepted the task and transferred it to another service Line or user, but didn't succeed
17	True	Handled	1	User External Transfer Failed	User accepts the task and transferred to a non Nimbus service line or user, but didn't succeed
18	True	Handled	1	User Conferenced	User accepts the task and adds a 3rd Participant (Expert, Merges a Consultant) into the customer session
21	False	Cancelled by External System	4	External System Cancelled Before Accept	The task was terminated via Power Automate before it was accepted by the system Analogue of Hangup Before Accept in AV conversations
22	False	Cancelled by External System	4	External System Cancelled	The task was terminated via Power Automate before it was put into the queue Analogue of Hangup In IVR in AV conversations
23	False	Cancelled by External System	4	External System Cancelled In Queue	The task was terminated via Power Automate after it left the queue Analogue of Hangup In IVR after Queue in AV conversations
24	False	Cancelled by External System	4	External System Cancelled In Queue	The task was terminated via Power Automate in queue Analogue of Hangup In Queue in AV conversations
31	True	Handled	6	Destination Accepted
32	False	Not Handled	7	Destination Declined
33	False	Not Handled	7	Destination Not Reached
34	False	Not Handled	4	User Aborted
35	False	Not Handled	4	Lost in Queue
41	True	Handled	2	Workflow Marked as Handled	Workflow marked Email session as handled.
42	True	Handled	2	Forwarded by Workflow	Workflow forwarded Email to any email destination.
43	True	Handled	1	User marked as handled	User marked Email session as handled without any other action (e.g. no reply or forward).
44	True	Handled	1	User forwarded	User forwarded Email to any other email destination.

💡 Lines greyed out are used for error-handling. They are not included in the dataset.

User Session Outcomes

When a task is handled by multiple users, each user has an individual session with own outcome.

Id	Name	ActionGroup (🔍▲)	Handledtext (🔍▲)	Description
1	Accepted	Accepted	Accepted	User accepts a service line task or User transfer attempt (transfer via Nimbus UI, i.e. Attendant Console or Assistant) fails
2	Declined	Declined	Not Accepted	User declines a service task
3	Ignored	Missed	Not Accepted	User does not accept a service task within the defined time (RONA)
4	Canceled	CustomerAbandoned	Not Accepted	User couldn't accept a service task because it was cancelled by the system or customer
5	Transferred Internally	Transferred	Accepted	User transfers the call to a Nimbus service line or Nimbus user and the corresponding target accepts (successful transfer).
6	Transferred Externally	Transferred	Accepted	User transfers the call to a non-Nimbus service line or non-Nimbus user and the corresponding target accepts (successful transfer).
8	Consulted	Accepted	Accepted	User made a consultation call after accepting a service call
9	Consulted Transferred	Transferred	Accepted	User made a consultation call after accepting a service call and transferred the customer to the consultant.
10	Consulted Merged	Conferenced	Accepted	User made a consultation call with the Attendant Console after accepting a service call and subsequently merged the customer's call with the consultation call - creating a conference with all 3 parties. 🔎 For more information about consultation calls and the merging scenario → see Attendant - Consultation Call > "Consultation conference".
11	Outbound Accepted	Accepted	Accepted	User accepted a task to make an outbound call on behalf of a service.
12	Outbound Not Accepted	Declined	Not Accepted	User received but did not accept a task to make an outbound call on behalf of a service.
13	Outbound Aborted	Declined	Not Accepted	User accepted a task to make an outbound call on behalf of a service, but aborted it.
14	Outbound Destination Not Reached	Destination Unreachable	Not Accepted	User accepted a task to make an outbound call on behalf of a service, but the destination did not respond in time.
15	Outbound Destination Declined	Destination Unreachable	Not Accepted	User accepted a task to make an outbound call on behalf of a service, but the destination did reject the call.
16	Marked as Handled	HandledByUser	Accepted	User marked Email session as handled without any other action (e.g. no reply or forward).
17	Forwarded	HandledByUser	Accepted	User forwarded Email to any other email destination.

Distribution Algorithm

The distribution ordering algorithm determines how a task was distributed to a user, either preferring task queue duration or qualification.

Id	Name
1	Longest Idle
2	Best Qualified

🔍 Also see Distribution Order and Skills and Responsibilities.

Distribution Type

Describes in which way the call was sent to the user.

Id	Name
1	Direct
2	Broadcast
3	Pickup
4	Pickup Through Transfer
5	Direct Conference
6	Pickup Conference

🔍 Directly relates to the "Queue" Workflow Activity which defines Distribution Type setting.

Modality

Describes the modality (communication channel) of handled tasks.

Id	Name
0	Used for Data Aggregation (not modality-specific)
1	Audio / Video
2	Instant Messaging
3	External Tasks
4	Email

🔍Note that Data Aggregation is done in specific time intervals per modality in both Service and User sessions.

Task Type

Describes the type of a task.

Id	Name	TaskDirectionId	IsService	TaskTypeGroupId
0	Inbound Service	1	TRUE	1
1	Call on Behalf	2	TRUE	2
2	Outbound Service Call	2	TRUE	2
3	Inbound Direct	1	FALSE	3
4	Outbound Direct	2	FALSE	4

🔍 Also refer to the "Tasks" tab in Slowly Changing Dimensions.

Transfer Session

Describes Transfer Session source and targets and results

TransferSessionDestinationTypes

Id	Name
1	User
2	Service
3	External

TransferSessionTypes

Id	Name	DestinationTypeId
1	User to User	1
2	User to Service	2
3	User to External	3
4	Service to User	1
5	Service to Service	2
6	Service to External	3

UserTransferActionTypes

Id	UserTransferActionTypeName
1	Blind Transfer
2	Safe Transfer
3	Consultative Transfer

TransferSessionOutcomes

Id	Name	MeansSuccessful
111	Successful User Transfer to User	1
112	Successful User Transfer to Service	1
113	Successful User Transfer to External	1
121	Successful Service Transfer to User	1
122	Successful Service Transfer to Service	1
123	Successful Service Transfer to External	1
511	Failed User Transfer to User	0
512	Failed User Transfer to Service	0
513	Failed User Transfer to External	0
521	Failed Service Transfer to User	0
522	Failed Service Transfer to Service	0
523	Failed Service Transfer to External	0
611	Failed	0

User State Type

Describes the status of the user, defining the ability to handle tasks.

Id	Name
1	Offline
2	Off Duty
3	Selectable
4	Not Selectable
5	Ringing
6	Connected
7	After Call Work

🔍 Also refer to User States.

Facts: Columns and Data Types

Facts - Columns and Data Types

A fact is a numerical piece of data, which in a business environment is used to measure a business process. Values can be arbitrary.

Service Sessions

Service Session facts are created when conversation stays in one context of the system. The Service Session is terminated when ... :

... the Customer hangs up a call.
... the Service terminates the task or transfers call to another service.

Fact table grains below are considered finalized when the session ended.

Attribute	Data Type	Category	Description
Id	guid	Primary Key	Primary key
ServiceId	guid	Reference	Reference to Service
UnifiedConversationId	guid	Reference	Reference to Unified session. Unified session can contain several Service sessions.
ServiceOrganizationUnitId	guid	Reference	Organization Unit ID of the service (TeamId)
OrganizationUnitId	guid	Reference	Parent Organization Unit ID of the service (ParentId)
OutcomeId	integer	References	Reference to Service Session Outcomes
StartedAt	datetime		Session start timestamp
TotalQueueTime	integer	measure	Queue time summary
TotalIvrTime	integer	measure	IVR time summary
TotalConnectedTime	integer	measure	Connected with user time summary
HoldTime	integer	measure	Hold time summary per session. Time when a customer was "on hold" during consult sessions. Park attempts are not included.
HoldCount	integer	measure	Hold count summary per session. How often a customer was put "on hold" during consult sessions. Park attempts are not included.
IsUnderSla	boolean	Degenerate dimension	If Time in queue is less SLA time of this service
DistributionPolicyLevel	integer	Degenerate dimension	Profile level. In which distribution profile the user was selected (1, 2, 3... )
DistributionAlgorithm	integer	References	Reference to Distribution Algorithm
AcwTime	integer	measure	Duration of after conversation work
CallerId	guid	Reference	Reference to Callers
TenantId	guid	Degenerate dimension	Unique Tenant identifier
FirstPrimaryCodeId	guid	References	Reference to Primary Code
FirstSecondaryCodeId	guid	References	Reference to Secondary Code
DistributionPriority	integer	Reference	Reference to DistributionPriority
TaskTypeId	integer	Reference	Reference to task type
LastTransferDestination	string	Reference	UPN or PSTN of transfer destination, which leads to the termination of the Service session (Successful or Failed)
LastTransferTypeId	guid	Reference	Transfer type id of the transfer, which leads to the termination of the Service session (Successful or Failed)
IsShortConversation	boolean	Degenerate Dimension	Flag (True/False) indicating whether the call is within the Short Abandons Threshold as set for the service in the Nimbus General Service Settings > Reporting section > Short Abandons Threshold.
🔍 Fields below are not provided by OData feed, but calculated in Power BI template
InitialCallerId	text	Calculated Column	Renamed column CallerId
O365Id	guid	Degenerate dimension	Lookup value from Callers
Upn	text	Degenerate dimension	Lookup value from Callers
TelNumber	text	Degenerate dimension	Lookup value from Callers
TotalTime	integer	Calculated Column	Calculated: TotalQueueTime + TotalIvrTime + TotalConnectedTime
LocalTime	integer	Calculated Column	StartedAt shifted to local timezone of the system
Date	date	Calculated Column	Date part of LocalTime
Time	time	Calculated Column	Time part of LocalTime
Hours	integer	Calculated Column	Hours extracted from Time
Minutes	integer	Calculated Column	Minutes extracted from Time
Fixed15Min	text	Calculated Column	Time rounded to the 15 minutes timeslot e.g. 11:15:00, 11:30:00
OriginType	text	Calculated Column	PSTN/INTL
Tags	text	Calculated Column	Comma separated string of tags

Service Session Tags

Used to connect the service sessions table to their tags.

Attribute	Data Type	Description
ServiceSessionId	guid	Service session primary key
TagId	guid	Tag primary key

Service Session Tag Strings

Service Session Tag Strings enables users to view all the tags associated to a single Service Session ID. When multiple tags apply, the tags are shown in a single string, separated by comma (e.g. Tag1, Tag2, Tag3, ...).

💡 Note that this entity starts getting populated with data from the moment of the release and it is not backfilled.

Transfer Sessions

User Sessions

User Sessions are used to assess user performance. User Sessions are a sub process of Service Sessions and are always related to only one User.

A session is created for accepted, missed and declined user conversations.
With several users in a conversation, User Sessions are created for each User.

Multiple user sessions may be created (e.g. when a user transfers a call to another user in the same service).

Attribute	Data Type	Category	Description
Id	guid	Primary Key	Primary key
UserId	guid	Reference	Reference to user slowly changing dimension
UnifiedConversationId	guid	Reference	Reference to Unified session. Unified session can contain several Service sessions.
TenantId	guid	Reference	Unique Tenant identifier.
OrganizationUnitId	guid	Reference	Organization Unit ID of the user.
OutcomeId	integer	Reference	Reference to User Session Outcomes static dimension
UserSelectedAt	datetime	measure	User selected at timestamp
RingTime	integer	measure	Ring time summary. The time invitation card was shown to this Nimbus user for the Handled attempt (i.e. Declined and RONA attempts should be ignored) for the selected period. Average time customer is connected this Nimbus user (applicable to Accepted calls excluding PickupThroughTransfer) for the selected period
ConnectedTime	integer	measure	Connected time summary
ConferencedTime	integer	measure	Total time user spend in conference with customer and consultant
ConsultationTime	integer	measure	Total time user spend in conference with consultant only (customer on hold)
ConsultationCount	integer	measure	Count of consultations during the user session
ServiceSessionId	guid	Reference	Reference to Service Sessions fact
AcwTime	integer	measure	Duration of after conversation work
DistirbutionAlgorithm	integer	Reference	Reference to Distribution Algorithm
DistributionPolicyLevel	integer	Reference	Profile level. In which distribution profile the user was selected (1, 2, 3... )
DistributionTypeId	integer	Reference	In which way the task was sent to the user. Broadcast, DirectConference etc.
DistributionPriority	integer	Reference	Reference to UserSessionDistributionPriority
TaskTypeId	integer	Reference	Reference to task type
LastTransferDestination	string	Reference	UPN or PSTN of transfer destination, which leads to the termination of the User session (Successful or Failed)
LastTransferTypeId	guid	Reference	Transfer type id of the transfer, which leads to the termination of the User session (Successful or Failed)
Fields below are not provided by OData feed, but calculated in Power BI template
LocalTime	datetime	Calculated column	UserSelectedAt shifted to local time zone, defined by parameter
Date	date	Calculated column	Date part of LocalTime
Time	time	Calculated column	Time part of LocalTime
Hours	integer	Calculated column	Hours extracted from Time
Minutes	integer	Calculated column	Minutes extracted from Time
Fixed15Min	text	Calculated column	Time rounded to the 15 minutes timeslot e.g. 11:15:00, 11:30:00

User States

User states is a list of periods in time showing durations and user responsibility profile during this period.

Attribute	Data Type	Category	Description
Id	guid	Primary Key	Primary key
TenantId	guid	Reference	Reference to Tenant table
UserO365Id	guid	Reference	Reference to user slowly changing dimension
ResponsibilityProfileId	guid	Reference	Reference to Responsibility Profile dimension
NotAvailableReasonId	guid	Reference	Reference to NotAvailableReasons dimension
NotAvailableReasonComment	text	Reference	Comment which is added by User for NAR
Start	datetime	measure	Period start time
End	datetime	measure	Period end time
UserStateTypeId	guid	measure	Reference to User State Type dimension
Fields below are not provided by OData feed, but calculated in Power BI template
PeriodLength	text	Calculated column	Represent Period Length as dd.HH:MM:SS.XXXXXXX formated string

🔍 Also refer to User States.

UnifiedSessions

UnifiedSessions - available through the OData interface, provides insights into the end-2-end concept of a call as opposed to single sessions. A Unified Session can include one or more ServiceSessions and/or UserSessions for which the common denominator is the UnifiedConversationId.

Unified Sessions visibility depends on the permissions assigned to the role used to access the data. If the role is allowed to see the Incoming Service AND First Queued Service AND Last Queued Service, then the associated unified session will also be visible.
Service Sessions are ordered by StartedAt .
The customer path is combined from Service names based on ordered sessions.
Where multiple sessions belong to a Unified Session the dimensional attributes are mostly taken from the first service session ( Caller, Date, Time). The outcome is taken from the last session.
If there was only one session per call, then UnifiedConversationId is equal to Service Session Id.
HighestDistributionPriority represents distribution priority among Service sessions with same UnifiedConversationId. The lower the DistributionPriorityId the higher the priority.

☝Performance Impact: Please note that at the moment Power BI using its own logic in the Nimbus Power BI Template to generate its own UnifiedSessions table and this can be very resource and time consuming even on high-end PCs. A toggle in the template has been provided to disable the loading of this table and help reduce the size of the model if size limits are reached.

Column	Data Type	Category	Description
UnifiedConversationId	Guid	Primary Key	Primary key
TenantId	Guid	Reference	Unique Tenant identifier
InitialCallerId	Guid	Reference	CallerId of the FIRST service session
StartedAt	DateTime		StartedAt value of the FIRST service session
TaskTypeId	integer	Reference	TaskTypeId value of the FIRST service session
InitialModality	integer	Reference	Modality value of the FIRST service session
IncomingServiceId	Guid	Reference	Service Id of the FIRST service session
IncomingOrganizationUnitId	Guid	Reference	OrganizationUnitId of the FIRST service session
IncomingServiceOrganizationUnitId	Guid	Reference	ServiceOrganizationUnitId of the FIRST service session
OutcomeId	integer	Reference	OutcomeId defined by the outcome of the last session
IsLastHandled	bool		IsHandled flag associated with the last service session
FirstPrimaryCodeId	Guid	Reference	PrimaryCodeId of the first connected Service
FirstSecondaryCodeId	Guid	Reference	SecondaryCodeId of the first connected Service
FirstAcceptedUserId	Guid	Reference	ID of the user who accepted on FirstQueuedService (if applicable otherwise null)
FirstQueuedDistributionPolicyLevel	int	Reference	DistributionPolicyLevelId of the Service Session where the Conversation was FIRST queued
FirstQueuedDistributionAlgorithm	int	Reference	Distribution Algorithm id of the Service Session where the Conversation was FIRST Queued
FirstQueuedServiceId	Guid	Reference	ServiceId of the Service Session where the call was FIRST queued
FirstQueuedOrganizationUnitId	Guid	Reference	OrganizationUnitId of the Service Session where the call was FIRST queued
FirstQueuedServiceOrganizationUnitId	Guid	Reference	OrganizationUnitId of the Service Session where the call was FIRST queued
LastQueuedDistributionPolicyLevel	int	Reference	DistributionPolicyLevelId of the Service Session where the Conversation was LAST queued
LastQueuedDistributionAlgorithm	int	Reference	Distribution Algorithm id of the Service Session where the Conversation was LAST Queued
LastQueuedServiceId	Guid	Reference	ServiceId of the Service Session where the call was LAST queued
LastQueuedOrganizationUnitId	Guid	Reference	OrganizationUnitId of the Service Session where the call was LAST queued
LastQueuedServiceOrganizationUnitId	Guid	Reference	ServiceOrganizationUnitId of the Service Session where the call was LAST queued
LastPrimaryCodeId	Guid	Reference	PrimaryCodeId of the last connected Service
LastSecondaryCodeId	Guid	Reference	SecondaryCodeId of the last connected Service
LastAcceptedUserId	Guid	Reference	ID of the user who accepted on the LastQueuedService (if applicable otherwise null)
IvrTime	integer	measure	Sum of all IvrTime of related Service Sessions in seconds
QueueTime	integer	measure	Sum of all QueueTime of related ServiceSessions in seconds
ConnectedTime	integer	measure	Sum of all ConnectedTime of related ServiceSessions in seconds
HoldTime	integer	measure	Sum of all HoldTime of related ServiceSessions in seconds
AcwTime	integer	measure	Sum of all AcwTime from the related User Sessions included in the unified session.
AcwExtendedTime	integer	measure	Sum of all AcwExtendedTime of related User Sessions included in the unified session.
DialoutTime	integer	measure	Sum of DialoutTime related to the User Sessions included in the unified session. The dial out time is the time spent dialing out to the destination. This attribute is populated only in case of outbound calls.
HoldCount	int	measure	Sum of all HoldCounts occurred in the unified session
RONACount	int	measure	Count of RONA (UserSession = Declined or Missed)
OutboundAttempts	int	measure	Count of all OutboundAttempts for all service sessions included in the unified session.
ContainsFailedSession	bool	Degenerate dimension	True/False flag indicating whether the unified session contains any instance of Handling of "Failed": ServiceSession/UserSession/TransferSession.
VoiceMailRecordedOnServiceId	Guid	Reference	Service ID of Service where Outcome=11 (Workflow Converstation Recorded)
WorkflowTransferCount	int	measure	Count of successful Service Session transfers with Outcome: - Workflow Internal Transfer Successful 12, - Workflow External Transfer Successful 14
ServiceTransferCount	int	measure	Count of transfers to a service occurred in relation to the unified session
UserTransferCount	int	measure	Count of successful transfers where initiated by the users. Count of Service Session with Outcome (User Internal Transfer Successful 6, User External Transfer Successful 7)
IsUnderSLA	bool	Degenerate dimension	Set to true if “IsUnderSLA” for the first OR last queued Service Sessions is set to true (IsUnderSLA is true for a Service Session if the time spent in queue for that Service Session is below the SLA time set for the service).
TopDistributionPriority	int	Reference	Lowest DistributionPriority id for the first OR last queued Service Session (whichever is lowest).
IsAnyHandled	bool	Degenerate dimension	Set to true, if any related service session is handled. Accepted by user, service transfer, marked as handled in WF (email), ...)
LastTransferDestination	string	Degenerate dimension	Destination UPN of the last successful transfer session if applicable (otherwise it is null).
LastTransferType	integer	Reference	Transfer type ID of the last transfer session if successful (otherwise it is null).
IsLastTransferExternal	bool	Degenerate dimension	Set to true if last service session was successfully transferred to external destination (Workflow External Transfer Successful 14, User External Transfer Successful 7)

Data Aggregation

With our release launched on January, 18th 2024, we introduced Data Aggregations which are exposed via our OData interface and can be used in your Workforce Management (WFM) software system to calculate the usage of services and plan for future staffing.

The following aggregations have been added:

UserStatesAggregates
UserSessionsAggregates
ServiceSessionsAggregates

Aggregates in your historic data

☝️Please note:

Data prior to the Nimbus Update in January, 18th 2024 was not aggregated retroactively.
The aggregation is done every 15 minutes.
Both ServiceSession and UserSession both get Static Dimensions aggregations per timeslot (Modality=0) and additionally per modality (i.e. Audio=1, Instant Messaging=2, External Task=3, Email=4). This means that in extreme cases you have 5 records per service, per timeslot and can choose what you need.

In this scenario we expose the aggregated data via the OData Interface which can be loaded and transformed according to the requirements of your Workforce Management System:

How Nimbus interfaces with WFM (Workforce Management) systems

This article will heavily lean into Data tables described in the Nimbus Reporting Model page.

Furthermore, OData URLs are mentioned with a {{ODataAPI}} placeholder which you need to replace according to your data cluster:

INC Nimbus OData Connector URLs

Switzerland 01	https://api.ch-01.luware.cloud/v1/odata
Switzerland 02	https://api.ch-02.luware.cloud/v1/odata
Germany 01	https://api.dewe-01.luware.cloud/v1/odata
Germany 02	https://api.dewe-02.luware.cloud/v1/odata
United Kingdom 01	https://api.ukso-01.luware.cloud/v1/odata
Australia 01	https://api.aue-01.luware.cloud/v1/odata
West Europe 01	https://api.euwe-01.luware.cloud/v1/odata
East United States 01	https://api.use-01.luware.cloud/v1/odata

Nimbus Power BI data cluster OData connector URLs

✅ Make sure to configure your web proxies to allow access to these domains or whitelist the complete *.luware.cloud domain.

🔎 This page will showcase filtering examples. You can find a description how to filter OData on Odata.org.

User States Aggregates

Returns a list of entries containing aggregated time values per state for a user within an interval of 15 minutes starting at a given date time.

Aggregated User States Example

On January 11th from 14:15 pm to 14:30 pm Agent Nicole Roberts worked with the Contact Center (SumWorkTime) the whole timespan of 15 minutes. She took a break for 4.3 minutes (SumPause) and was ready for taking calls for 10.7 minutes in total (SumReadyTime). She was also in a waiting state for the same amount of time (SumWait). We can conclude that she hasn't taken any call within that time span.

{
	"DateFrom": "2024-01-11",
	"TimeFrom": "14:15",
	"Id": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"Interval": 15,
	"UserId": "xxxxxxx-xxxx -xxxx-xxxx-xxxxxxxxxxxxxx",
	"UserUpn": "nroberts@yourtenant.com",
	"UserDisplayName": "Nicole Roberts",
	"UserOrganizationUnitId": "xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxx",
	"TenantId": "xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxx",
	"SumWorkTime": 15.0,
	"SumReadyTime": 10.7,
	"SumConnectedTime": 0.0,
	"SumAcwTime": 0.0,
	"SumPause": 4.3,
	"SumOffDuty": 0.0,
	"SumWait": 10.7
}

The User States Aggregates can be called via the following GET statement:

https://{{ODataAPI}}/v1/odata/UserStatesAggregates

The following parameters can for example be used to filter the data:

Parameter	Description	Example
DateFrom	Select the Start Date	2024-01-15
TimeFrom	Select the Start Time (UTC)	13:15
Interval	Select the duration	15
UserId	Select the Office 365 UserId	xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx
UserUpn	Select the Nimbus User UPN	your.user@yourtenant.com

Example with filter:

https://{{ODataAPI}}/v1/odata/UserStatesAggregates?$filter=DateFrom gt 2024-01-28 AND DateFrom le 2024-01-29

🔎 You can find a description how to filter OData on Odata.org.

The User States Aggregates will return a list of entries containing the following data:

Field	Description	Formula
Id	Generated ID of the Record
DateFrom	Date (UTC) of interval (start) in the format YYY-MM-dd
TimeFrom	Time (UTC) of the interval (start) in the format hh:mm
Interval	Interval duration in minutes
UserId	O365 User Id of the Nimbus User
UserUpn	UPN of the Nimbus User
UserDisplayName	Displayname of the Nimbus User
UserOrganizationUnitId	Organization Unit Id of the Nimbus User
TenantId	O365 Tenant Id of the Nimbus Tenant
SumWorkTime	Expected worktime of the user (not offline and not offDuty) in minutes	SUM(UserStateTime WHERE UserStateType != 1 OR UserStateType != 2)
SumReadyTime	Time user is either waiting for calls or handling tasks (selectable or ringing or connected or ACW) in minutes	SUM(UserStateTime WHERE UserStateType = 3 OR UserStateType = 5 OR UserStateType = 6 OR UserStateType = 7 OR UserStateType = 10)
SumConnectedTime	Sum of time in which the user is handling a task in minutes	SUM(UserStateTime WHERE UserStateType = 6)
SumAcwTime	Sum of ACW/wrap up time in minutes	SUM(UserStateTime WHERE UserStateType = 7)
SumPause	Sum of time, the user is not working although it is in worktime (Not available / RONA) in minutes	SUM(UserStateTime WHERE UserStateType = 4 OR UserStateType = 9)
SumOffDuty	Sum of OffDuty time in minutes	SUM(UserStateTime WHERE UserStateType = 2)
SumWait	Sum of time in which the user has been selectable	SUM(UserStateTime WHERE UserStateType = 3)

The UserStateType is defined as follows:

Id	Name	Description
1	Offline	User is not signed in
2	OffDuty	User has a OffDuty profile selected
3	Selectable	The user is selectable for Nimbus
4	Not Selectable	The user is not selectable for Nimbus
5	Ringing	The call is signalled to the user
6	Connected	The user is handling a task
7	After Call Work	The user is in After Call Work (ACW) or wrap-up time
9	Rona	The user has the state “RONA”
10	Dialing Out	An outbound call is being established (Call on behalf/Outbound Call)

Please refer to the tables in Nimbus Reporting Model

User Sessions Aggregates

Returns a list of entries containing aggregated time values for of all user service sessions within an interval of 15 minutes starting at a given date time.

Aggregated User Sessions Example

On January 11th from 14:15pm to 14:30 pm, Agent Nicole Robert worked with the Contact Center. During these 15 minutes, she accepted 9 calls (CntAccepted). She did not accept 7 calls (CntNotAccepted). She did not transfer (CntTransferred) or did not try to consult a colleague (CntConsulted). Her overall connection time has been 283 seconds (SumConnectedTime). The average connected time per call was 31,4 seconds (AvgConnectedTime). After Call Work time was not configured for Nicole Roberts.

{
	"DateFrom": "2024-01-11",
	"TimeFrom": "14:15",
	"Id": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"Interval": 15,
	"ServiceName": "Demo Service",
	"ServiceUpn": "demo.service@yourtenant.com",
	"ServiceId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"TenantId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"ServiceOrganizationUnitId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"OrganizationUnitId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"Modality": 1,
	"UserId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"UserUpn": "nroberts@yourtenant.com", 
	"UserDisplayName": "Nicole Roberts",
	"UserOrganizationUnitId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"CntAccepted": 9,
	"CntNotAccepted": 7,
	"CntTransferred": 0,
	"CntConsulted": 0,
	"AcceptanceRate": 0.562,
	"TransferredRate": 0.0,
	"ConsultedRate": 0.0,
	"SumConnectedTime": 283.0,
	"SumAcwTime": 0.0,
	"AvgConnectedTime": 31.4,
	"AvgAcwTime": 0.0
}

The User Sessions Aggregation can be called via the following GET statement:

https://{{ODataAPI}}/v1/odata/UserSessionsAggregates

The following parameters can for example be used to filter the data:

Parameter	Description	Example
DateFrom	Select the Start Date	2024-01-15
TimeFrom	Select the Start Time (UTC)	13:15
Interval	Select the duration	15
ServiceId	Select the Nimbus Service Id	xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx
ServiceUpn	Selected Nimbus Service UPN	your.service@yourtenant.com
UserId	Select the Office 365 UserId	xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx
UserUpn	Select the Nimbus User UPN	your.user@yourtenant.com
Modality	Select the modality	1 (Audio), 0 (All modalities)

Example with filter:

https://{{ODataAPI}}/v1/odata/UserSessionsAggregates?$filter=DateFrom gt 2024-01-20 AND DateFrom le 2024-01-29 AND UserUpn eq 'your.user@yourtenant.com' AND Modality eq 1

🔎 You can find a description how to filter OData on Odata.org.

The UserServicesAggregation returns a list with entries containing the following values:

Field	Description	Formula
Id	Generated ID of the Record
DateFrom	Date (UTC) of interval (start) in the format YYY-MM-dd
TimeFrom	Time (UTC) of the interval (start) in the format hh:mm
Interval	Interval duration in minutes
Service Name	Displayname of the Nimbus Service
Service UPN	UPN of the Nimbus Service
Service Id	Internal ID of the Nimbus Service
TenantId	O365 Tenant Id of the Nimbus Tenant
Service OrganizationUnitId	Id of the Service Organization Unit
OrganizationUnitId	Id of the Parent Organization Unit of the Service
Modality	Id of the ModalityType; 0 = All Modalities combined
User Id	O365 User Id of the Nimbus User
User UPN	UPN of the Nimbus User
User Displayname	Displayname of the Nimbus User
User OrganizationUnitId	Organization Unit Id of the Nimbus User
CntAccepted	Count of all UserSessions which have been accepted by the user. The following user session outcomes apply: Accepted Outbound Accepted Outbound Aborted Outbound Destination Not Reached Outbound Destination Declined All consulted All Transferred	Count(Accepted)
CntNotAccepted	Count of all UserSessions which have not been accepted by the user after being offered. This means the following user session outcome apply: · Declined · Ignored · Cancelled · Outbound Not Accepted (If the user accepted, but the customer/target didn’t count it as Accepted)	Count(NotAccepted)
CntTransferred	Count of UserSessions which have been accepted and then transferred by the user. This means the following user session outcomes apply: · Transferred Internally · Transferred Externally	Count(Transferred)
CntConsulted	Count of UserSessions which have been accepted and then needed consultation by the user. This means the following user session outcomes apply: · Consulted Transferred · Consulted Merged	Count(Consulted)
AcceptanceRate	Rate of all accepted user session compared to all user sessions in % (1.0 = 100%)	CntAccepted/TotalUserSessions
TransferredRate	Rate of all transferred user session compared to all accepted user sessions in % (1.0 = 100%)	CntTransferred/CntAccepted
ConsultedRate	Rate of all consultated user session compared to all accepted user sessions in % (1.0 = 100%)	CntConsulted/CntAccepted
ConnectedTime	Sum of all connected times for all user sessions in the interval in sec	SUM(ConnectedTime)
SumACWTime	Sum of all acw times for all user sessions (incl. ExtendedACW if used) in the interval in sec	SUM(ACWTime)
AvgConnectedTime	Average connected time for all user sessions in the interval being connected in sec	SUM(ConnectedTime)/SUM(UserSessions WHERE ConnectedTime > 0)
AvgACWTime	Average ACW / wrapup time for all user session (incl. ExtendedACW if used) in the interval in sec	SUM(ACWTime)/SUM(UserSessions WHERE ACWTime > 0)

Service Sessions Aggregates

Returns a list of aggregated data entries about service SLA's Counts, Sums, Averages and Maximums for a given modality on all tasks within an interval of 15 minutes starting at a given date time.

Aggregated Service Session Example

This dataset returns metrics on all calls (Modality=1) that went through a service called Demo Service on January the 11th from 15:00 pm to 15:15 pm.

We see that calls were queued for 1782 seconds (SumQueueTime) and the sum of ACW time is 0 (SumAcwTime), maybe ACW is not enabled for this service. The longest call took 49 seconds to handle (MaxHandlingTime). 44 times an agent has been involved in call handling (CntUsersInvolved). 44 Sessions (CntSessionsQueued) have been queued. All accepted calls together have been queued for 889 seconds (SumQueueTimeAccepted).

{
	"DateFrom": "2024-01-11",
	"TimeFrom": "15:00",
	"Id": "70933980.01dcb441-8b28-4f8e-8a82-a62659c83d7f.1",
	"Interval": 15,
	"ServiceName": "Demo Service",
	"ServiceUpn": "demo.service@yourtenant.com",
	"ServiceId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"TenantId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"ServiceOrganizationUnitId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"OrganizationUnitId": "xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx",
	"Modality": 1,
	"AcceptanceSla": 1.0,
	"HangupSla": 1.0,
	"Reachability": 0.614,
	"AvgQueueTimeAccepted": 32.9,
	"AvgQueueTimeAbandoned": 26.5,
	"AvgQueueTime": 40.5,
	"AvgHandlingTime": 31.6,
	"AvgAcwTime": 0.0,
	"CntSessionsAbandoned": 2,
	"CntSessionHangupByCustomerBeforeSla": 2,
	"CntSessionHangupByCustomerShort": 0,
	"CntUsersInvolved": 44,
	"CntSessionsQueued": 44,
	"CntSessionsAccepted": 27,
	"CntSessionsAcceptedInSla": 27,
	"CntOverflowSessionsIn": 0,
	"CntOverflowSessionsOut": 0,
	"SumQueueTimeAccepted": 889.0,
	"SumQueueTimeAbandoned": 53.0,
	"SumQueueTime": 1782.0,
	"SumHandlingTime": 853.0,
	"SumAcwTime": 0.0,
	"MaxQueueTimeAccepted": 45.0,
	"MaxQueueTimeAbandoned": 36.0,
	"MaxHandlingTime": 49.0,
	"MaxAcwTime": 0.0
}

The Service Sessions Aggregates can be called via the following GET statement:

https://{{ODataAPI}}/v1/odata/ServiceSessionsAggregates

The following parameters can for example be used to filter the data:

Parameter	Description	Example
DateFrom	Select the Start Date	2024-01-15
TimeFrom	Select the Start Time (UTC)	13:15
Interval	Select the duration	15
ServiceId	Select the Nimbus Service Id	xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx
ServiceUpn	Selected Nimbus Service UPN	your.service@yourtenant.com
UserId	Select the Office 365 UserId	xxxxxxxx.xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxxxx
UserUpn	Select the Nimbus User UPN	your.user@yourtenant.com
Modality	Select the modality	1 (Audio), 0 (All modalities)

Example with filters:

https://{{ODataAPI}}/v1/odata/ServiceSessionsAggregates?$filter=DateFrom gt 2024-01-20 AND DateFrom le 2024-01-29 AND ServiceUpn eq 'MyExample@nimbus-service.de' AND Modality eq 1

🔎 You can find a description how to filter OData on Odata.org.

The UserServicesAggregation returns a list with entries containing the following values:

Field	Description	Formula
Id	Generated ID of the Record
DateFrom	Date (UTC) of interval (start) in the format YYY-MM-dd
TimeFrom	Time (UTC) of the interval (start) in the format hh:mm
Interval	Interval duration in minutes
ServiceName	Displayname of the Nimbus Service
ServiceUpn	UPN of the Nimbus Service
ServiceId	Internal ID of the Nimbus Service
TenantId	O365 Tenant Id of the Nimbus Tenant
Service OrganizationUnitId	Id of the Service Organization Unit
OrganizationUnitId	Id of the Parent Organization Unit of the Service
Modality	Id of the ModalityType; 0 = All Modalities combined
AcceptanceSLA	Service Level in % (1.0 = 100%) for all Accepted (by user) Service Sessions in the interval	CntSessionsAcceptedInSla/CntSessionsAccepted
HangupSLA	Service Level in % (1.0 = 100%) for all HangupByCustomerBeforeSla Services Sessions in the interval	CntSessionsHangupByCustomerBeforeSla/CntSessionsHangupInQueue
Reachability	Reachability in % (1.0 = 100%)	CntSessionsAccepted/CntSessionsQueued
AvgQueueTimeAccepted	Average QueueTime of Sessions having been accepted (see for definition of accepted under CntSessionsAccepted) in sec	SumQueueTimeAccepted/CntSessionsAccepted
AvgQueueTimeAbandoned	Average QueueTime of Sessions having been abandoned (see for definition of abandoned under CntSessionsAbandoned) in sec	SumQueueTimeAbandoned/CntSessionsAbandoned
AvgQueueTime	Average QueueTime of Sessions in sec	SumQueueTime /CntSessionsQueued
AvgHandlingTime	Average of HandlingTime (ConnectedTime of Session) of all sessions accepted by user in sec	SumHandlingTime/(CntSessionsConnectedTime > 0)
AvgAcwTime	Average of ACWTime in sec	SumAcwTime/(CntSessionsACWTime > 0)
CntSessionsAbandoned	Abandoned Sessions are sessions, where inbound call or IM outcome was: · WorkflowDisconnectedAfterQueue · CustomerHangupInQueue · CustomerHangupInIvrAfterQueue · Session was Queued AND WorkflowConversationRecorded · WorkflowInternalTransfer (Failed or Successful) · WorfklowExternalTransfer (Failed or Successful) where outbound call (incl. CallOnBehalf) outcome was: · LostInQueue where the external task outcome was: · ExternalSystemCancelledInQueue · ExternalSystemCancelledAfterQueue · WorkflowDisconnectAfterQueue · Session was Queued AND WorkflowInternalTransfer (Failed or Successful) · WorfklowExternalTransfer (Failed or Successful) where the email session outcome was: · WorkflowDiscconectAfterQueue · Session was Queued AND WorkflowInternalTransfer (Failed or Successful) · WorfklowExternalTransfer (Failed or Successful)	see Description
CntSessionsHangupByCustomerBeforeSLA	Sessions with outcome CustomerHangupInQueue within HangUpSla-Threshold	COUNT(SessionOutcome = CustomerHangupInQueue AND QueueTime < SLA Hangup Time Threshold)
CntSessionsHangupByCustomerShort	Sessions with outcome CustomerHangupInQueue within ShortAbandonds -Threshold	COUNT(SessionOutcome = CustomerHangupInQueue AND QueueTime < IsShortAbandonThreshold)
CntUsersInvolved	Count of all user sessions related to the service session in the interval	COUNT(UserSessions)
CntSessionsQueued	Every Session where the QueueTime is > 0	COUNT(QueueTime > 0)
CntSessionsAccepted	Accepted Session are sessions, where inbound call or IM outcome was: · UserAccepted · UserInternalTransfer (Failed or Successful) · UserExternalTransfer (Failed or Successful) · UserConferenced Where outbound call (incl Call on Behalf) was: · UserAccepted · UserInternalTransfer (Failed or Successful) · (Future) UserExternalTransfer (Failed or Successful) · (Future) UserConferenced · (Future) DestinationAccepted DestinationDeclined DestiontionNotReache Where External Task outcome was: · UserAccepted · UserInternalTransfer (Failed or Successful) · (Future) UserExternalTransfer (Failed or Successful) · (Future) Where Email outcome was: · UserAccepted · UserMarkedAsHandled · UserInternalTransfer (Failed or Successful) · (Future) UserExternalTransfer (Failed or Successful)
CntSessionsAcceptedInSla	Accepted Sessions which where accepted within the define SLA Acceptance Time	COUNT(SessionsAccepted AND QueueTime < SLA Acceptance Time)
CntOverflowSessionsIn	Count of Sessions which came in as transfer on the service in question	COUNT(SessionsTransferredIn)
CntOverflowSessionsOut	Count of Sessions which have been transferred either by WF or by User, Target doesn't matter	COUNT(SessionTransferred)
SumQueueTimeAccepted	Sum of QueueTime of all sessions in the interval which where considered accepted (see CntSessionAccepted for exact definition) in sec	SUM(QueueTimeAccepted)
SumQueueTimeAbandoned	Sum of QueueTime of all sessions in the interval which where considered abandoned (see CntSessionAbandoned for exact definition) in sec	SUM(QueueTimeAbandoned)
SumQueueTime	Sum of QueueTime of all sessions in the interval independent of outcome in sec	SUM(QueueTime)
SumHandlingTime	Sum of all HandlingTime (ConnectedTime of Session) of all sessions accepted by user in sec	SUM(ConnectedTime > 0)
SumAcwTime	Sum of all ACW Times of all sessions within the interval which had ACW in sec	SUM(AcwTime)
MaxQueueTimeAccepted	Longest QueueTime of any session within the interval which was accepted by a User in sec	MAX(QueueTimeAccepted)
MaxQueueTimeAbandoned	Longest QueueTime of any session within the interval which was not accepted by a User in sec	MAX(QueueTimeAbandoned)
MaxHandlingTime	Longest HandlingTime of any session within the interval which was accepted by a User in sec	MAX(HandlingTime)
MaxAcwTime	Longest ACWTime of any session within the interval which was accepted by a User in sec	MAX(AcwTime)

Luware Knowledge

Nimbus

Recording

Resource Library

Intro and Taxonomy

Dimensions and Facts

Overview

OData Feeds

OData Feed

Slowly Changing Dimensions

Slowly Changing Dimensions

Services

Users

Callers

Organization Units

Opening Hours

Codes

Tags

DistributionPriority

Tasks

NotAvailableReasons

Row-level security (RLS)

NOTES

Static dimension: Members (Values)

Static Dimensions

🔍NOTES OUTCOME GROUPS

Service Session Outcomes

User Session Outcomes

Distribution Algorithm

Distribution Type

Modality

Task Type

Transfer Session

User State Type

Facts: Columns and Data Types

Facts - Columns and Data Types

Service Sessions

Service Session Tags

Service Session Tag Strings

Transfer Sessions

User Sessions

User States

UnifiedSessions

Data Aggregation

Data Aggregation

Aggregates in your historic data

Related Information

INC Nimbus OData Connector URLs

User States Aggregates

Aggregated User States Example

User Sessions Aggregates

Aggregated User Sessions Example

Service Sessions Aggregates

Aggregated Service Session Example

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