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Data Privacy Tenant Settings

In this tab you can configure Nimbus user, service and customer related data privacy settings.

On Data Privacy Settings and Restrictions

Certain Settings in this section are restricted to be changed by Customer Tenant Administrators only. Luware and delegated support partners cannot perform these changes on their own. For any questions on data privacy you can also consult the whitepapers in our Documents section, or contact Luware Support if you are uncertain about their use case. 

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 Luware Website https://luware.com/support/
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Option / Element Description
Allow Partner to see User Identifiers

Determines if the partner is able to see Nimbus user (team member) clear names.

  • When enabled, the full user names are shown.
  • When disabled, Nimbus users will be shown anonymized with asterisk * placeholders.
Allow Partner to see Customer Identifiers

Determines if the partner is able to see Nimbus calling customer identifiers.

  • When enabled, the full customer identifiers are shown.
  • When disabled …
    • on Service Operations Nimbus calling customers will be shown anonymized with asterisk * placeholders. 
    • on Customer Operations Partners will not find Customer Tenant name listed anymore.
Allow Partner to access Change History

Determines if the partner is able to see the Change History within Admin > Operations. Also affects Change History Popups for Entities (e.g. Services, Users, ...).

 

  • When enabled, the Change History for Partner Administrator(s) becomes visible for that Tenant. Also allows access to all previous history detail records.
  • When disabled, no change records from that tenant are visible. 
    💡 Note: This also hides changes made by (other) partner administrators on the tenant. 

💡Default: Disabled. This flag should only be enabled when the Tenant gives consent to his Partner to access the full Change History, as the Change History lists personal details of users making any (bulk) changes.

 

GDPR Related:  → "Allow Partner to see User Identifiers" Option
When this toggle is off Partner Administrators are not eligible to see user identifiers, as the existing masking logic is also applied here.

 
Persist User States in Reporting

Contact Center This feature can be enabled Tenant-wide, but mainly makes use of Contact Center service features for reporting.

With this feature active, User States are tracked and added as part of the Nimbus Reporting Model and exposed via the Nimbus OData Feed.

  • When enabled, data becomes visible in Power BI reports (User State Tab). 
    ✅ You require a "User Supervisor" Reporting Role to query these extended user details.
  • When disabled, existing User Presence State reports will be closed and no further entries are generated. 💡Already existing data is not affected.

🤔 When to enable this? Tracking presence states can generate considerable amounts of personal user data. Aside from Power BI query performance considerations on a large userbase you need to consider privacy and EU GDPR compliance before enabling this feature.

🤔 What data is being tracked? User, User ID, Organization Unit, Responsibility Profiles (User State), MS Teams Presence Status, and all related event changes with timestamps and durations. 

🔎For details on recorded data fields, refer to Nimbus Reporting Model > Facts > User Session / User States tables respectively.

 
Persist MS Teams Direct Calls in Reporting
  • When enabled, the system will write MS Teams direct call data for all current Nimbus users according to the data ingestion and model. The direct data is exposed to the OData according to existing RBAC.
  • When disabled, the system will not collect any MS Teams data related to any Nimbus user.
    💡Note that previously collected MS Teams data related to current or past Nimbus users will continue to persist in the storage unless and until expressly requested to handle differently, for example, upon explicit Data Privacy request (e.g., right to be forgotten, deletion request etc.).
    💡 The previously recorded direct call data continues to be exposed to the OData.
Show User Time in State
  • When enabled, User State times are tracked and shown as "Time in State" within the Nimbus UI (e.g. in customizable and service Personal Dashboards, Widgets, etc.). The List of Services within the Service Administration also shows this column.
  • When disabled, the "Time in State" columns will not be shown in either Portal UI.
Data Retention Time

The time after which historical data is purged.

💡 The purge is completed within 24 hours after the data retention time has expired.
Allow to share Personal Identifiable Information (PII)
  • When enabled, PII is used as User Identifier.
  • When disabled, pseudo anonymized string without PII is used.

💡Raise a ticket with Luware Support if you want to change this setting.

💡For more information, refer to the Whitepaper in Documents.
Tenant Administration

The Nimbus Tenant view allows to assign security groups, change tenant details an...

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