In the context of data warehousing, "Slowly Changing Dimensions" (SCDs) change over time, but do so unpredictably rather than according to a regular schedule. These dimensions are used to track changes in data that are not constant but evolve gradually.
💡Examples:
- An Administrator restructures some Organization Units, which also impacts various Users and their parent OU.
- A Customer with an already known Identifier calls from a different PSTN number than last time.
- A Service owner changes the Opening Hours calendar, leading to different task routing within the Workflows
- A User (Agent) selects a random choice of Tags for his call.
💡Note: Description columns in the tables below are generally not part of the dataset.
Services
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
Users are 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
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
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
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 |
|
🔍 Visit Opening Hours to learn more about the concept and its configuration.
Codes
Codes
🔍Codes are defined as part of the Configuration and applied to Extensions Service Settings. They are distinguished by Primary and Secondary in the UI, but otherwise functionally identical.
PrimaryCodes: provides information to resolve the details of PrimaryCodeId referenced as foreign keys in fact tables (e.g. FirstPrimaryCodeId in ServiceSessions and SecondaryCodeId in UserSessions).
Attribute |
Data Type |
Description |
| Id | guid | Primary key |
| PrimaryCode | text | primary code name |
| Description | text | primary code description |
Secondary Codes: provides information to resolve SecondaryCodeId referenced as foreign keys in the fact tables (e.g. FirstSecondaryCodeId in Service Sessions and SecondaryCodeId in UserSessions).
Attribute |
Data Type |
Description |
| Id | guid | Primary key |
| SecondaryCode | text | secondary code name |
| Description | text | secondary code description |
Tags
Tags
🔍 Tags are used in the My Sessions view to complete open task as part of "After Call Work" (ACW). They are freely User-definable.
Attribute |
Data Type |
Description |
|---|---|---|
| Id | guid | Primary key |
| Tag | text | tag description |
🔍This data is connected via the TagId field of Service Session Tags table.
DistributionPriority
DistributionPriority
DistributionPriorityTypes is connected with the DistributionPriority field of Service Sessions table.
Attribute |
Data Type |
Description |
| Id | int | Primary key |
| Name | text | Distribution name |
UserSessionDistributionPriority isconnected with the 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
Tasks
TaskDirections are connected with the TaskType dataset and Service Sessions table.
Attribute |
Data Type |
Description |
|---|---|---|
| Id | int | Primary key |
| Name | text | Distribution name |
TaskTypeGroups are connected with the TaskTypeGroupId field of TaskType table.
Attribute |
Data Type |
Description |
|---|---|---|
| Id | int | Primary key |
| Name | text | Distribution name |
TaskTypes are connected with the 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 (NAR)
NotAvailableReasons are used with UserStates table.
Attribute |
Data Type |
Description |
|---|---|---|
| Id | guid | 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 (RLS)
Row-level-security datasets. ServiceDataPermissions are used to create Row-level Security rules in Power BI Desktop. This data is available via OData Feed, but it is not represented as a dataset in Power BI and must be added manually.
🔍 Also see our related Use Case - Publishing the Power BI Report with Row-level Security.
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 |
ResponsibilityProfiles
ResponsibilityProfiles
ResponsibilityProfiles are used with the UserStates entity. They provide the information related to responsibility profiles set in Nimbus and made available to Contact Center users.
💡Note that responsibility-based distribution is a Contact Center feature.
Attribute |
Data Type |
Description |
|---|---|---|
| Id | guid | Unique Globally Unique Id for the profile. Can be used to join to other entities that require resolving profile details, e.g. to UserStates.ResponsibilityProfileId |
| IsDuty | bool |
Flag indicating whether the profile has been set as "on duty" or "off duty" when the profile was created. This flag returns a value of true (1) when the profile was set as "On Duty". |
| OrganizationUnitId | guid | Unique Id of the Organization Unit of the profile |
| ProfileName | string | Name of the profile as defined in Nimbus |
| TenantId | guid | Unique Id of the tenant where the profile was created |
🔍 Also see Responsibility Profiles.