The "Users" view allows administrators to search, create and configure Nimbus users. It consists of the following elements:
- A user list with search, filter and create options. 💡The availability of Nimbus users is directly tied to your (Azure) user directory. You can search users by common or unique criteria such as @domain or their O365 ID.
- A user detail view, opened when clicking on or creating a user. The view is distinguished by several tabs as explained further below.
Filtering
|
When your current Nimbus view offers filters:
When filters are already active: Unless “All” is shown as filter content, your results are filtered.
|
 |
Overview - User Listing
The table of existing users lists the following details:
| Column | Description / Purpose |
|---|---|
| Display Name | Clear Name of the user - as shown to other users |
| Organization Unit |
All items (including services) in Nimbus are structured into Organization Units (OU). The user's OU also determines:
|
| UPN | User Principal Name to which calls get forwarded to by Nimbus services. |
| O365 ID | Unique Azure / O365 ID under which the user is identified by. |
| Department | Department field (blank if not specified within Azure). |
| Attendant Console enabled | Shows if an Attendant Console license is enabled for this user. This is a separate Luware application that can also run within the Nimbus Portal UI. |
| Active Profile | Shows the currently active Responsibility Profile for that user. Primarily used to indicate Contact Center participation. |
| Number of routing services | Shows the amount of services that this user is a part of. |
Managing Users
Nimbus retrieves all users from your local O365 user directory. Creating a user means that Nimbus assigns User Roles and Groups for that user, as well as define criteria used from call distribution to that user.
Creating Users
INC User Assignment Types
Each Nimbus service can be of a different user assignment type that determines how users are associated to this service:
- MS Teams-based: Directly tied to your MS Teams "Teams" as determined during Service Provisioning. Users get automatically added and synced to a Nimbus service.
- Skill-based: Applies for manually created services via Service Administration. Requires skill-assignment from users you assign to the service from within your tenant directory.
- None: Has no users, but can be configured by any administrator. Used for IVR or first-level redirection services.
☝ Important to know: The user assignment type is fixated when a service was either provisioned via MS Teams or manually created via Service Administration, e.g. for IVR or skill-based distribution purposes. A switch between MS Teams-based and Skill-based services is not possible due to how individual users are configured and how Nimbus Features operate.
GOOD TO KNOW
💡 In its default scenario, Nimbus will add users automatically to its internal directory, keeping it in synched with your MS Teams “Team” structure. This is called “MS Teams-based” Service Provisioning.
Other scenarios involve manual service and (optional) user provisioning in the Administration backend, without the need of a Teams channel. Typical examples are IVR routing or skill-based services with a company-wide team of specialists.
🤔 When should I create Nimbus users manually?
| Use Case | Description |
|---|---|
| Contact Center Agent | In case you want to create a Contact Center service without a direct MS Teams "Team" connection you can add users manually by searching within your O365/Azure user directory. By individually a ssigning licenses to those users you enable Skills and Responsibilities for skill-based distribution within any (future) Contact Center service type. |
| Frontpage Support / First Contact | Some users may not directly participate in a Nimbus service, but use Luware Interact to directly communicate with customers via embedded Website widget. These users need to be added to the Nimbus list before setting up Interact. |
☝ Important to know: The user assignment type is fixated when a service was either provisioned via MS Teams or manually created via Service Administration, e.g. for IVR or skill-based distribution purposes. A switch between MS Teams-based and Skill-based services is not possible due to technical constraints.
🔍 Things to note:
- Manually added users will get login access to the Nimbus portal but may not see any relevant reporting data until they are part of at least one service.
- Certain Features are individually enabled as extensions within the Service Settings of a service. → For example, one service may have the Attendant Console extension enabled for its users, so the menu option becomes available to all of them.
- Any user that already exists in any Nimbus Service does not need to be recreated / added again and can be upgraded for further licenses and use cases. A user can act in multiple different Roles simultaneously.
- Nimbus keeps track of users only for its internal Organization Units and Role Access Concept assignment system. Any Nimbus users are always created by reading from your existing O365 / Azure user directory. Nimbus does not create user accounts on its own.
Removing Users
☝ Removing users will also remove their access to the Nimbus portal. Please note that there are constraints that may prevent you from removing a user. A tooltip over an inactive deletion icon will inform you why deletion is not possible.
GOOD TO KNOW
- You can delete any user that has been manually added and is not synched to a MS Teams-based service yet.
- Users that are automatically created (e.g. during Service Provisioning) are tied to an active service team and cannot be deleted.
- Users removed from the Azure user directory are also automatically removed from Nimbus.
- Deleting users in the Nimbus UI will not remove them from your O365 / Azure user directory, nor remove them from MS Teams.
Editing User Details
To edit a single user, click anywhere on its entry.
☝ Please note:
- Certain aspects of a user, e.g. Skills and Responsibility Profiles can also be managed by Team Owners, Supervisors or the user themselves via their view of the Frontend UI. 🔍 Also see Agent Service Settings and Duty States.
- Changes to users can be applied by any (Admin) user with the corresponding role. It is highly recommended for Administrators to coordinate with Team Owners and other Admins when a change of user configurations is planned, as changes can have significant impact on services distributing tasks to that user.
Settings Tabs
🔍 The tabs contents below reflect the user settings available in the Nimbus UI. Please note that some tabs only show when related Nimbus Features were made available on Tenant Level and got enabled via the General tab of the respective user.
General
General User Settings
| Column | Description / Purpose |
|---|---|
| Display Name | Display name of the user, as shown in the Nimbus UI. |
| Organization unit |
The Organization Units of this user. 💡 Note: This determines the items the user can see within Nimbus, not necessarily reflecting which services or rights this user has. |
| First Name | First Name - as provided by user directory. |
| Last Name | Last Name - as provided by user directory. |
| UPN | User Principal Name to which calls get forwarded to by Nimbus. |
| O365 ID | Unique Azure / O365 ID under which the user is identified by. |
| Licenses | See chapter below. |
USER ACCOUNTS AND USER DETAILS SYNCHRONIZATION
🤔 Why are details read-only? User details are read from your tenant's user directory. Changes are made by your local tenant administrator. Nimbus does not alter these fields to avoid conflicts.
🤔 How are new users added? After Service Provisioning Nimbus adds additional users and grants User Roles accordingly. This " MS Teams-based" User assignment type is the default for Nimbus "Advanced Routing" services. You may however add users manually e.g. to assign them in standalone services that use Skills and Responsibility-based routing without a dedicated Teams channel necessary. More on this topic can be found on Service types.
USER SYNCHRONICITY ON DELETED TEAMS
When a MS Teams "Teams" is removed manually - without prior Uninstallation of the related Nimbus service - the users are not shown within the Nimbus user administration list anymore. However, the team and its members are still shown within Service Administration until the Nimbus team is fully removed from Azure.
Additionally
- Users may still be shown when part of at least one (still) operational service.
- Nimbus keeps a history of the team members (retrieved from MS teams channel) even after the channel was removed from the teams client. To the User / Service Administrator this will appear as a mismatch of user count.
Licenses
Note that certain Nimbus Features described in the tabs below are tied to a license. You may not see all user options and configuration tabs until a corresponding license is applied to the user.
The following licenses are available:
| License | Description | Enables Features (Tabs) |
|---|---|---|
| Contact Center | Allows assignment of Skills and Responsibilities for this user to act as Service Agent (either in combination with existing MS-Teams services or standalone). Call distribution to Agents is done via Distribution Policies. |
🔍 Also see Distribution Order. |
| Attendant Console | Grants access to Attendant Console features for that user, to be found within the Nimbus frontend main menu. |
None. 💡 Users can operate Attendant Console immediately via Frontend and adjust their personal Attendant Settings. |
| Interact | Grants access to Interact features, allowing the user direct interaction with customers visiting via a Website or different Frontend. |
Interact Tab. 🔍 Also see Interact prerequirements and Use Case - Enabling additional authorization for Interact |
| Assistant | Grants access to Assistant, a standalone app that provides context and open Direct Call Templates during a service call. |
Assistant Tab. 🔍 Also see Assistant Prerequirements, Assistant User Settings, Assistant Configuration |
| Transcription | Grants access to Transcription, enabling live caption and transcription for calls. |
None. 💡Users immediately see the Transcription feature widget in My Sessions when enabled and made visible in a widget for their service(s). |
✅ Related Requirement: Certain user Nimbus Features also require a service service with the corresponding license applied via Service Administration. For example: Only a Contact Center service can assign Agents manually and enact Distribution Policies.
Modalities
INC Modalities
Modalities are indivdual channels of communication and can be individually enabled or disabled for a user.
Related Steps / Preconditions
- Modalities draw from the license pool shown via License Tenant Settings and can be distributed to users in bulk via License Management.
- Each modality type is configured via individual Workflows. Note that a modality is not handled by a service unless enabled via Modalities Service Settings with the corresponding workflow applied.
Modality Concepts
For more detailed information, refer to the individual pages on Audio / Video, Instant Messaging, External Tasks and Email, each explaining how they tie into the Task Handling concept behind Nimbus.
Services
Services User Settings
The "Services" tab shows the Nimbus service teams the user is currently a part of:
| Column | Description / Purpose |
|---|---|
| Service | Display name of the service as shown in the Nimbus UI. Can be changed via the Service Settings. |
| Users | Amount of users in total within that service. |
| User Assignment Type |
Specifies how this user was assigned to a service:
|
💡 This tab is only for information purposes. The removal of a user is based on the User assignment type of the service.
- For Microsoft Teams-based services, the user is removed as soon as it also no longer part of the team.
- For Skill-based (Nimbus) services the user must be manually removed via the Service Administration > Users/Permissions tab.
Roles
Roles User Settings
The "Roles" tab allows you to inspect and assign (additional or custom) roles to a particular user. It also provides an overview in which Organization Unit scope each individual role applies.
Good to know
- Tenant Administrators can act outside of the Organization Units restriction and freely can assign Nimbus roles to users.
As Tenant Administrator you are also a regular “Nimbus” user and can also grant yourself (and other admins) access to services. Consult the Change History to follow any changes on roles done by other administrators.
Assigning Default Roles
In this view, Tenant Administrators can do the following:
- Inspect the existing roles on a user. Note that some roles are granted automatically (e.g. as part of a MS Teams Ownership) so the "Edit" or "Remove" button may not be shown.
- Adjust the Organization Units assignment of any existing roles.
- Apply further default or Custom Roles → Read more on this below.
Nimbus Default Roles
🔍The tabs below are an excerpt of available Nimbus default Portal Roles and Admin Roles. Consult the User Role (RBAC) Matrix for more detailed information.
Admin Roles
Admin Roles
NOTES
Admin roles described on this page have access to the Nimbus Admin (Backend) Portal.
Show Admin URLs…
Nimbus Admin URLs
| Switzerland 01 | https://admin.ch-01.luware.cloud/ |
|---|---|
| Switzerland 02 | https://admin.ch-02.luware.cloud/ |
| Germany 01 | https://admin.dewe-01.luware.cloud/ |
| Germany 02 | https://admin.dewe-02.luware.cloud/ |
| United Kingdom 01 | https://admin.ukso-01.luware.cloud/ |
| Australia 01 | https://admin.aue-01.luware.cloud/ |
| West Europe 01 | https://admin.euwe-01.luware.cloud/ |
| East United States 01 | https://admin.use-01.luware.cloud/ |
✅ Make sure to configure your web proxies to allow access to these domains or whitelist the complete *.luware.cloud domain.
✅ Admin roles are granted by Luware Support or selected Service Partners. Details will be discussed during your Onboarding and first Nimbus Installation.
🔎The table below lists all detail permissions. In a nutshell, Admin user roles can do the following:
| Tenant Administrator |
|
|---|---|
| Organization Unit (OU) Administrator |
|
| Workflow (WF) Admin Limited |
|
Table: Nimbus Admin Portal Roles and Permissions
🔎Legend: Create, Read, Update, Delete, Execute.
Tenant
| Tab | Section | Property | Tenant Admin | OU Admin | WF Admin limited |
|---|---|---|---|---|---|
| General | - | Name | R | ||
| O365 Domain | R | ||||
| O365 Name | R | ||||
| Tenant Id | R | ||||
| Billing Address | RU | ||||
| Contact | - | Name | RU | ||
| RU | |||||
| Phone Number | RU | ||||
| SIP Address | RU | ||||
| Data Privacy | - | Allow Partner to see User Identifiers | RU | ||
| Allow Partner to see Customer Identifiers | RU | ||||
| Allow Partner to see Change History | RU | ||||
| Persist User States in Reporting | RU | ||||
| Data Retention Time (in Months) | R | ||||
| Show user Time in State | RU | ||||
| Allow to share User Identifiers in clear text | R | ||||
| Provisioning | - | Default OU for MS Teams creation | RU | ||
| Allow service provisioning via MS Teams | RU | ||||
| Enable Multihoming | R | ||||
| Default Team Owner Role | RU | ||||
| Enable Provisioning API | R | ||||
| Application Permissions | CRUD | ||||
| Extensions | Outbound | Directly Invite PSTN for Outbound Calls | R | ||
| Directly Invite UPN for Outbound Calls | R | ||||
| Max Scheduled Outbound Tasks per Service | R | ||||
| Interact | Interact enabled | RU | |||
| ACS connection string | RU | ||||
| O365 UserId | RU | ||||
| Widget Key | RE | ||||
| Session Recovery Timeout in Seconds | RU | ||||
| Authorization | RU | ||||
| Assistant | Use your own ACS instance | RU | |||
| Attendant Console | Global Contact Search MS Graph Filter | RU | |||
| Team Visibility | RU | ||||
| Presence Tracking | Track Presence over Guest Accounts | RU | |||
| Grant Permission | E | ||||
| Primary Account | R | ||||
| Test UPN (primary) | RU | ||||
| Secondary Account | R | ||||
| Test UPN (secondary) | RU | ||||
| Modalities | Instant Messaging | Inactivity Timeout | R | ||
| Primary Account | R | ||||
| Test UPN (primary) | RU | ||||
| Secondary Account | R | ||||
| Test UPN (secondary) | RU | ||||
| Max concurrent IM Tasks per service | R | ||||
| Use your own ACS instance | RU | ||||
| ACS connection string | RU | ||||
| ACS resource ID | RU | ||||
| External Tasks | Max concurrent External Tasks per Service | R | |||
| Email Tasks | Max concurrent Email Tasks per Service | R | |||
| Licenses | - | Tenant State | R | ||
| Service | Advanced | R | |||
| Enterprise | R | ||||
| Contact Center Service | R | ||||
| Interact | R | ||||
| User | Attendant Console | R | |||
| Contact Center User | R | ||||
| Interact User | R | ||||
| Assistant | R | ||||
| Modalities - Instant Message Modality | R | ||||
| Modalities - External Task Modality | R | ||||
| Modalities - Email Modality | R |
Services
| Tab | Section | Property | Tenant Admin | OU Admin | WF Admin Limited |
|---|---|---|---|---|---|
| Grid1 | UI / View Access | Services | CRUD | CRUD | RU |
| Tasks | E | E | |||
| Download PowerShell Script | E | E | E | ||
| Tasks | Tasks List | RD | RD | ||
| Download Traces | E | E | |||
| Copy Trace Link | |||||
| Settings | General | Name | RU | RU | R |
| Service Display Name | RU | RU | R | ||
| Service UPN | RU | RU | R | ||
| Application ID | R | R | R | ||
| Organization Unit | RU | RU | R | ||
| PSTN Active | RU | RU | R | ||
| PSTN E.164 Number | RU | RU | R | ||
| Primary Opening Hours | RU | RU | R | ||
| Secondary Opening Hours | RU | RU | R | ||
| SLA Hangup | RU | RU | R | ||
| SLA Acceptance | RU | RU | R | ||
| Short Abandons Threshold in Seconds | RU | RU | R | ||
| Hide User Statistics from Reporting | RU | RU | R | ||
| Show on Historical Session Page | RU | RU | R | ||
| Licenses | RU | R | R | ||
| Addons | RU | R | R | ||
| Modalities | Audio Video checkbox | RU | RU | R | |
| Instant Messaging checkbox | RU | RU | R | ||
| External Task checkbox | RU | RU | R | ||
| Email checkbox | RU | RU | R | ||
| Audio Video - Inbound Conversations toggle | RU | RU | R | ||
| Audio Video - Outbound Conversations toggle | RU | RU | R | ||
| Audio Video - Audio Video Workflow dropdown | RU | RU | R | ||
| Audio Video - Voice Message Channel | RU | RU | R | ||
| Instant Messaging - Instant Messaging Workflow dropdown | RU | RU | R | ||
| Instant Messaging - Service System Messages | RU | RU | R | ||
| External Task - External Task Workflow dropdown | RU | RU | R | ||
| Email - Email Workflow dropdown | RU | RU | R | ||
| Email - Mailbox dropdown | RU | RU | R | ||
| Distribution | User Assignment Type | RU | RU | R | |
| Distribution Policy | RU | RU | R | ||
| Users Immediately Active | RU | RU | R | ||
| Conversation Distribution - Available | R | RU | R | ||
| Conversation Distribution - Dnd | R | RU | R | ||
| Conversation Distribution - Offline | R | RU | R | ||
| Conversation Distribution - Busy | RU | RU | R | ||
| Conversation Distribution - Away | RU | RU | R | ||
| Task Priority | RU | RU | R | ||
| ACW | RU | RU | R | ||
| Persistent RONA | RU | RU | R | ||
| Auto Redirect in Emergency Case | RU | RU | R | ||
| Redirect Destination | RU | RU | R | ||
| Extensions | Codes - Primary Codes | RU | RU | R | |
| Codes - Secondary Codes | RU | RU | R | ||
| Assistant - Assistant Conversation Context | RU | RU | R | ||
| Assistant - Service Call Templates | RU | RU | R | ||
| My Sessions - Conversation Context | RU | RU | R | ||
| My Sessions - Store Conversation Context Data toggle | RU | RU | R | ||
| My Sessions - Widgets - Codes & Tags toggle | RU | RU | R | ||
| My Sessions - Widgets - Contacts toggle | RU | RU | R | ||
| My Sessions - Widgets - Embedded Context toggle | RU | RU | R | ||
| My Sessions - Widgets - Embedded Context dropdown | RU | RU | R | ||
| My Sessions - Widgets - Live Caption toggle | RU | RU | R | ||
| My Sessions - Widgets - Transcript toggle | RU | RU | R | ||
| My Sessions - Widgets - Session Details toggle | RU | RU | R | ||
| My Sessions - Widgets - Map toggle | RU | RU | R | ||
| My Sessions - Widgets - Session Parameters | RU | RU | R | ||
| Permissions | Service Agents List | RU | RU | R | |
| Service Agents Levels and Profiles | |||||
| Service Owners List | RU | RU | R | ||
| Service Owners Levels and Profiles | |||||
| Users | Default Team Owner Role | RU | RU | R | |
| Team member can change active state | RU | RU | RU | ||
| Users - list | R | R | R | ||
| Users - Role - Member | R | R | R | ||
| Users - Role - Owner / Limited Team Owner | RU | RU | R | ||
| Users - Active toggle | RU | RU | RU | ||
| Interact | Interact - Active Toggle (general) | RU | RU | R | |
| Interact - Allowed Modalities - Audio&Video Toggle | RU | RU | R | ||
| Interact - Allowed Modalities - Instant Message Toggle | RU | RU | R | ||
| Interact - Restriction - Restrict Access Toggle | RU | RU | R | ||
| Interact - Restriction - Domain Templates Dropdown | RU | RU | R | ||
| Interact - Integration | RU | RU | R | ||
| Virtual Assistant | Virtual User Assistant - Voice Transcription toggle | RU | RU | R | |
| Virtual User Assistant - Live Captioning toggle | RU | RU | R | ||
| Virtual User Assistant - Speech Recognizer dropdown | RU | RU | R |
Users
| Tab | Section | Property | Tenant Admin | OU Admin | WF Admin Limited |
|---|---|---|---|---|---|
| Users | List / View | Users | CRUD | CRUD | |
| General | Display Name | R | R | ||
| Organization Unit | RU | RU | |||
| First Name | R | R | |||
| Last Name | R | R | |||
| UPN | R | R | |||
| O365 ID | R | R | |||
| Licenses | RU | RU | |||
| Modalities | RU | RU | |||
| Services | Services (user belongs to) | R | R | ||
| Roles | Teams-based roles | R | R | ||
| Not Teams-based roles | RU | RU | |||
| Skills | Skills and levels | RU | RU | ||
| Profiles | Profiles | RU | RU | ||
| N/A Reasons | Not Available Reasons toggle | RU | RU | ||
| Not Available Reasons | RU | RU | |||
| Interact | User active | RU | RU | ||
| Restrict Access | R | R | |||
| Domain Template | R | R | |||
| Integration | R | R | |||
| Assistant | Direct Call Templates | RU | RU |
Licensing
| Tab | Section | Property | Tenant Admin | OU Admin | WF Admin Limited |
|---|---|---|---|---|---|
| Licensing | - | Tenants Widget | |||
| Tenant State Widget | R | ||||
| Service Licenses Widget | R | ||||
| User Licenses Widget | R | ||||
| Level 1 (Tenants List) | |||||
| Level 2 (Licenses List) | R | ||||
| Edit licences icon | E | ||||
| Level 3 (Edit Popup) | RU |
Configuration
| Group | Section | Property | Tenant Admin | OU Admin | WF Admin Limited |
|---|---|---|---|---|---|
| Tenant | Organization Units | Organization Units | CRUD | ||
| Name | RU | ||||
| Parent | R | ||||
| Description | RU | ||||
| Workflows | Resources | Resources | CRUD | CRUD | CRUD |
| Name | RU | RU | RU | ||
| Organization Unit | RU | RU | RU | ||
| Audio File | RU | RU | RU | ||
| Playlists | Playlists | CRUD | CRUD | CRUD | |
| Name | RU | RU | RU | ||
| Organization Unit | RU | RU | RU | ||
| Playlist Entries | RU | RU | RU | ||
| Workflows | Workflow Instances | CRUD | CRUD | RU | |
| Name | RU | RU | R | ||
| Organization Unit | RU | RU | R | ||
| Template Type | R | R | R | ||
| Workflow Template | R | R | R | ||
| Workflow (Editor) | RU | RU | RU | ||
| Workflow Templates | Workflow Templates | CRUD | CRUD | ||
| Name | RU | RU | |||
| Organization Unit | RU | RU | |||
| Template Type | R | R | |||
| Workflow Template (Selection) | R | R | |||
| Workflow Template (Editor) | RU | RU | |||
| Codes | Primary Codes | Primary Codes | CRUD | CRUD | |
| Name | RU | RU | |||
| Organization Unit | RU | RU | |||
| Description | RU | RU | |||
| Secondary Codes | Secondary Codes | CRUD | CRUD | ||
| Name | RU | RU | |||
| Organization Unit | RU | RU | |||
| Description | RU | RU | |||
| User | Not Available Reasons | Not Available Reasons | CRUD | CRUD | |
| Name | RU | RU | |||
| Organization Unit | RU | RU | |||
| Service | Conversation Context | Conversation Context | CRUD | CRUD | |
| Name | RU | RU | |||
| Organization Unit | RU | RU | |||
| URL | RU | RU | |||
| Mailboxes | Name | CRUD | CRUD | ||
| Organization Unit | RU | RU | |||
| Email Address | RU | RU | |||
| Parameters | Parameters | CRUD | CRUD | ||
| Name | RU | RU | |||
| Organization Unit | RU | RU | |||
| Default Value | RU | RU | |||
| ID | R | RU | |||
| Opening Hours | Opening Hours | CRUD | CRUD | RU | |
| Name | RU | RU | R | ||
| Organization Unit | RU | RU | R | ||
| Default | RU | RU | R | ||
| Periods | CRUD | CRUD | CRUD | ||
| Virtual Assistant | Speech Recognizer | Speech Recognizer | CRUD | CRUD | |
| Name | RU | RU | |||
| Organization Unit | RU | RU | |||
| Type | RU | RU | |||
| Language (MSFT) | RU | RU | |||
| Region (MSFT) | RU | RU | |||
| Key | RU | RU | |||
| Distribution | Skills | Skills | CRUD | CRUD | |
| Name | RU | RU | |||
| Organization Unit | RU | RU | |||
| Skill Categories | R | ||||
| Skill Categories | Skill Categories | CRUD | CRUD | ||
| Name | RU | RU | |||
| Organization Unit | RU | RU | |||
| Skill Levels | RU | RU | |||
| Responsibility Levels | RU | RU | |||
| Distribution Policies | Distribution Policies | CRUD | CRUD | ||
| Name | RU | CRUD | |||
| Organization Unit | RU | CRUD | |||
| Order | RU | RU | |||
| Preferred User Routing | RU | RU | |||
| Waiting Time toggle | RU | RU | |||
| Waiting Time editbox | RU | RU | |||
| Last User Routing toggle | RU | RU | |||
| Last User Routing Treshold editbox | RU | RU | |||
| Distribution Levels | RU | RU | |||
| Responsibility Profiles | Responsibility Profiles | CRUD | CRUD | ||
| Name | RU | RU | |||
| Organization Unit | RU | RU | |||
| Duty toggle | R | R | |||
| Instant Messaging | Direct System Messages | Direct System Messages grid1 | CRUD | CRUD | |
| General - Name | RU | RU | |||
| General - Organization Unit | RU | RU | |||
| General - Description | RU | RU | |||
| General - User | RU | RU | |||
| General - Custom Usert Display Name | RU | RU | |||
| Messages to User - "Acccept" Adaptive Card | RU | RU | |||
| Messages to User - "Terminate" Adaptive Card | RU | RU | |||
| Messages to User - Session Embed | RU | RU | |||
| Messages to Customer - Session Connected | RU | RU | |||
| Messages to Customer - Session Ended by User | RU | RU | |||
| Messages to Customer - Session Declined by User | RU | RU | |||
| Service System Messages | Service System Messages grid1 | CRUD | CRUD | ||
| General - Name | RU | RU | |||
| General - Organization Unit | RU | RU | |||
| General - Description | RU | RU | |||
| General - User | RU | RU | |||
| General - Custom Usert Display Name | RU | RU | |||
| Messages to User - "Acccept" Adaptive Card | RU | RU | |||
| Messages to User - "Terminate" Adaptive Card | RU | RU | |||
| Messages to User - Session Embed | RU | RU | |||
| Messages to Customer - Session Connected | RU | RU | |||
| Messages to Customer - Session Ended by User | RU | RU | |||
| Attendant Console | Address Books | Address Books | CRUD | CRUD | |
| Name | RU | RU | |||
| Organization Unit | RU | CRUD | |||
| Image | RU | CRUD | |||
| Interact | Domain Templates (CORS) | Domain Templates (CORS) | CRUD | CRUD | |
| Name | RU | RU | |||
| Organization Unit | RU | RU | |||
| Domain | RU | RU | |||
| Nimbus Assistant | Direct Call Templates | Direct Call Templates | CRUD | CRUD | |
| Name | RU | RU | |||
| Organization Unit | RU | RU | |||
| Description | RU | RU | |||
| Trigger Event | RU | RU | |||
| Call Type | R | R | |||
| Actions | RU | RU | |||
| Inbound Internal Teams Calls | RU | RU | |||
| Inbound PSTN Calls | RU | RU | |||
| Inbound External Teams Calls | RU | RU | |||
| Service Call Templates | Service Call Templates | CRUD | CRUD | ||
| Name | RU | RU | |||
| Organization Unit | RU | RU | |||
| Description | RU | RU | |||
| Trigger Event | RU | RU | |||
| Call Type | R | R | |||
| Actions | RU | RU | |||
| Inbound Internal Teams Calls | RU | RU | |||
| Inbound PSTN Calls | RU | RU | |||
| Inbound External Teams Calls | RU | RU | |||
| Outbound Service Calls | RU | RU |
Operations
| Tab | Section | Property | Tenant Admin | OU Admin | WF Admin Limited |
|---|---|---|---|---|---|
| Service | Widgets | Tenant dropdown | R | ||
| Service dropdown | RU | ||||
| Tasks doughnut | R | ||||
| Tasks list | RD | ||||
| Last Interaction | R | ||||
| Interactions | R | ||||
| Last Updated | RE | ||||
| History | R | ||||
| Download Traces | E | ||||
| Copy Trace Link | |||||
| Customer | Widgets | Tenant dropdown | R | ||
| Customer dropdown | RU | ||||
| Last Interaction | R | ||||
| Interactions | R | ||||
| History | R | ||||
| Download Traces | E | ||||
| Copy Trace Link | |||||
| Change History | Widgets | Tenant dropdown | RU | ||
| Last Updated | RE | ||||
| Change History | R | ||||
| Details view | R |
1 The term “grid” describes a permission to list (and potentially manipulate) already existing entries of the same type.
Portal Roles
Portal Roles
NOTES
Roles described on this page have access to the Nimbus (Frontend) Portal.
Show Portal URLs…
Nimbus Portal URLs
| Switzerland 01 | https://portal.ch-01.luware.cloud/ |
|---|---|
| Switzerland 02 | https://portal.ch-02.luware.cloud/ |
| Germany 01 | https://portal.dewe-01.luware.cloud/ |
| Germany 02 | https://portal.dewe-02.luware.cloud/ |
| United Kingdom 01 | https://portal.ukso-01.luware.cloud/ |
| Australia 01 | https://portal.aue-01.luware.cloud/ |
| West Europe 01 | https://portal.euwe-01.luware.cloud/ |
| East United States 01 | https://portal.use-01.luware.cloud/ |
✅ Make sure to configure your web proxies to allow access to these domains or whitelist the complete *.luware.cloud domain.
✅ Portal Roles are granted depending on Service type, as Services can be provisioned with different User Assignment Types:
Learn more about User Assignment…
INC User Assignment Types
Each Nimbus service can be of a different user assignment type that determines how users are associated to this service:
- MS Teams-based: Directly tied to your MS Teams "Teams" as determined during Service Provisioning. Users get automatically added and synced to a Nimbus service.
- Skill-based: Applies for manually created services via Service Administration. Requires skill-assignment from users you assign to the service from within your tenant directory.
- None: Has no users, but can be configured by any administrator. Used for IVR or first-level redirection services.
☝ Important to know: The user assignment type is fixated when a service was either provisioned via MS Teams or manually created via Service Administration, e.g. for IVR or skill-based distribution purposes. A switch between MS Teams-based and Skill-based services is not possible due to how individual users are configured and how Nimbus Features operate.
🔎The table below lists all detail permissions. In a nutshell, Portal user roles can do the following:
| Tenant Administrator |
|
|---|---|
| Organization Unit (OU) Administrator |
|
| Workflow (WF) Admin Limited |
|
| User Supervisor(1) |
Contact Center Requires a Contact Center license on the user. An addition to an Owner-type role, manually granted via User Administration.
|
| Service Supervisor(1) |
Contact Center Requires a Contact Center license on the user. An addition to an Owner-type role, manually granted via User Administration.
|
| Contact Center (CC) User |
Contact Center Requires a Contact Center (CC) license on the General User Settings.
|
| Service Owner |
Contact Center Requires a Contact Center (CC) license on the General User Settings.
|
| Service Agent |
Contact Center Requires a Contact Center (CC) license on the General User Settings. An associated Microsoft Teams channel is not required anymore, so the user can act as “standalone” specialist for dedicated tasks.
|
| Team Owner |
Default role granted during Service Provisioning via MS Teams.
|
| Team Owner Limited |
A reduced role that can be granted during Service Provisioning via MS Teams.
|
| Team Member |
A Nimbus user synched from the Tenant's user directory.
|
(1) GDPR General Data Access limitation: If a user has a Supervisor but not a Team Owner / Service Admin role within a service, only limited datasets in the historical BI Template will be shown. Other tabs and queries in the Power BI Report may appear blank.
☝ This is intended by design. To see a full dataset (including live Reporting data on the portal), the same user also needs a "Service/Team Owner" role assigned for the respective service(s).
(2) Nimbus “Team” roles are only referenced to limit access to Nimbus-related functionality. Vice-versa, MS Teams roles are not affected by Nimbus role assignment. Even in a “limited” Nimbus role - Team Owners can continue to act with all their non-Nimbus related privileges within MS Teams.
(3) ☝Data visibility consideration: Note that MS Teams “Guests” may also get “indirect” access to Nimbus service data, e.g. by seeing call context posted in Adaptive Cards in generally available chat channels. → We recommend to review your MS Teams user privileges regularly to prevent data leaks.
Table: Nimbus Frontend Portal Roles and Permissions
🔎Legend: Create, Read, Update, Delete, Execute.
Services Overview
| Section | Service Supervisor | CC User | Team Member | Service Agent | Team / Service Owner | Team Owner Limited |
|---|---|---|---|---|---|---|
| Services Overview | R | R | R | R | R | |
| Service Settings icon | E | E | E | |||
| Call On Behalf | E | E | E | E | ||
| Users - Own Active Toggle | N/A | RU | N/A | RU | RU | |
| Users - Active Toggle | R | N/A | R | N/A | RU | RU |
| Users - Presence icon | R | R | R | R | R | |
| Pickup | N/A | E | N/A | E | E |
Service Details
| Tab | Section | OU Admin | WF Admin Limited | Service Supervisor | CC User | Team Member | Service Agent | Team / Service Owner | Team Owner Limited | |
|---|---|---|---|---|---|---|---|---|---|---|
| Dashboard | Dashboard | R | R | R | R | R | ||||
| Users List | R | R | R | R | R | |||||
| Users - Own Active Toggle | N/A | N/A | RU | N/A | RU | RU | ||||
| Users - Active Toggle | RU | N/A | R | N/A | RU | RU | ||||
| Pickup | N/A | E | N/A | E | E | |||||
| Today's Reporting KPIs | R | R | R | R | R | |||||
| Reporting | Service Statistics | R | R | R | R | R | ||||
| Tasks Heatmap | R | R | R | R | R | |||||
| Users Statistics | R | R | R | R | R | |||||
| Historical Sessions | Session Results | R | R | R | ||||||
| Sessions | R | R | R | |||||||
| Session Types | R | R | R | |||||||
| Session Directions | R | R | R | |||||||
| Historical Sessions - Service Sessions | R | R | R | |||||||
| Historical Sessions - User Sessions | R | R | R | |||||||
| Session Details Popup | R | R | R | |||||||
| Settings | General | Name | RU | R | R | RU | R | |||
| Service Display Name | RU | R | R | RU | R | |||||
| Service UPN | RU | R | R | RU | R | |||||
| Application ID | R | R | R | R | R | |||||
| Organization Unit | RU | R | R | RU | R | |||||
| PSTN Active | RU | R | R | RU | R | |||||
| PSTN E.164 Number | RU | R | R | RU | R | |||||
| Primary Opening Hours | RU | R | RU | RU | RU | |||||
| Secondary Opening Hours | RU | R | RU | RU | RU | |||||
| SLA Hangup | RU | R | RU | RU | RU | |||||
| SLA Acceptance | RU | R | RU | RU | RU | |||||
| Short Abandons Threshold in Seconds | RU | R | RU | RU | RU | |||||
| Show on Historical Session Page | RU | R | R | R | R | |||||
| Hide User Statistics from Reporting | RU | R | R | R | R | |||||
| Show on Historical Sessions Page | RU | R | R | R | R | |||||
| Modalities | Audio Video checkbox | RU | R | R | RU | R | ||||
| Instant Messaging checkbox | RU | R | R | RU | R | |||||
| External Task checkbox | RU | R | R | RU | R | |||||
| Email checkbox | RU | R | R | RU | R | |||||
| Audio Video - Inbound Conversations toggle | RU | R | R | RU | R | |||||
| Audio Video - Outbound Conversations toggle | RU | R | R | RU | R | |||||
| Audio Video - Audio Video Workflow dropdown | RU | R | R | RU | R | |||||
| Audio Video - Voice Message Channel | RU | R | R | RU | R | |||||
| Instant Messaging - Instant Messaging Workflow dropdown | RU | R | R | RU | R | |||||
| External Task - External Task Workflow dropdown | RU | R | R | RU | R | |||||
| Email - Email Workflow dropdown | RU | R | R | RU | R | |||||
| Email - Mailbox dropdown | RU | R | R | RU | R | |||||
| Distribution | User Assignment Type | RU | R | R | RU | R | ||||
| Distribution Policy | RU | R | R | RU | R | |||||
| Users Immediately Active | RU | R | R | RU | R | |||||
| Conversation Distribution - Available | R | R | R | R | R | |||||
| Conversation Distribution - Dnd | R | R | R | R | R | |||||
| Conversation Distribution - Offline | R | R | R | R | R | |||||
| Conversation Distribution - Busy | RU | R | R | RU | R | |||||
| Conversation Distribution - Away | RU | R | R | RU | R | |||||
| Task Priority | RU | R | R | RU | R | |||||
| ACW | RU | R | R | RU | R | |||||
| Auto Redirect in Emergency Case | RU | R | R | R | R | |||||
| Redirect Destination | RU | R | R | R | R | |||||
| RONA | RU | R | R | RU | R | |||||
| Extensions | Codes - Primary Codes | RU | R | R | RU | R | ||||
| Codes - Secondary Codes | RU | R | R | RU | R | |||||
| Assistant - Assistant Conversation Context | RU | R | R | RU | R | |||||
| Assistant - Service Call Templates | RU | R | R | RU | R | |||||
| My Sessions - Conversation Context | RU | R | R | RU | R | |||||
| My Sessions - Store Conversation Context Data toggle | RU | R | R | RU | R | |||||
| My Sessions - Widgets - Codes & Tags toggle | RU | R | R | RU | R | |||||
| My Sessions - Widgets - Contacts toggle | RU | R | R | RU | R | |||||
| My Sessions - Widgets - Embedded Context toggle | RU | R | R | RU | R | |||||
| My Sessions - Widgets - Embedded Context dropdown | RU | R | R | RU | R | |||||
| My Sessions - Widgets - Live Caption toggle | RU | R | R | RU | R | |||||
| My Sessions - Widgets - Transcript toggle | RU | R | R | RU | R | |||||
| My Sessions - Widgets - Session Details toggle | RU | R | R | RU | R | |||||
| My Sessions - Widgets - Map toggle | RU | R | R | RU | R | |||||
| My Sessions - Widgets - Session Parameters | RU | R | R | RU | R | |||||
| Agents | Service Agents List | R | R | R | R | R | ||||
| Service Agents Levels and Profiles | RU | RU | ||||||||
| Service Owners List | R | R | R | R | R | |||||
| Service Owners Levels and Profiles | RU | RU | ||||||||
| Users | Default Team Owner Role | RU | R | R | R | |||||
| Team member can change active state | RU | RU | RU | R | ||||||
| Users - list | R | R | R | R | ||||||
| Users - Role - Member | R | R | R | R | ||||||
| Users - Role - Owner / Limited Team Owner | RU | R | R | R | ||||||
| Active toggle | RU | RU | RU | RU | ||||||
Configuration
| Tab | Section | OU Admin | WF Admin | User Supervisor | Team / Service Owner | Team Owner Limited | |
|---|---|---|---|---|---|---|---|
| Workflows | Resources | Resources grid1 | CRUD | CRUD | CRUD | CRUD | |
| Name | RU | RU | RU | RU | |||
| Organization Unit | RU | RU | R | R | |||
| Audio File | RU | RU | RU | RU | |||
| Playlists | Play List grid1 | CRUD | CRUD | CRUD | CRUD | ||
| Name | RU | RU | RU | RU | |||
| Organization Unit | RU | RU | R | R | |||
| Play List | RU | RU | RU | RU | |||
| Workflows | Workflow grid1 | CRUD | RU | CRUD | CRUD | ||
| Name | RU | R | RU | RU | |||
| Organization Unit | RU | R | R | R | |||
| Template Type | R | R | R | R | |||
| Workflow Template | R | R | R | R | |||
| Workflow | RU | RU | RU | RU | |||
| Codes | Primary Codes | Primary Codes grid1 | CRUD | CRUD | |||
| Name | RU | RU | |||||
| Organization Unit | RU | R | |||||
| Description | RU | RU | |||||
| Secondary Codes | Secondary Codes grid1 | CRUD | CRUD | ||||
| Name | RU | RU | |||||
| Organization Unit | RU | R | |||||
| Description | RU | RU | |||||
| Service | Conversation Context | Conversation Context grid1 | CRUD | CRUD | |||
| Name | RU | RU | |||||
| Organization Unit | RU | R | |||||
| URL | RU | RU | |||||
| Parameters | Parameters grid1 | CRUD | CRUD | ||||
| Name | RU | RU | |||||
| Organization Unit | RU | R | |||||
| Default Value | RU | RU | |||||
| ID | RU | R | |||||
| Opening Hours | Opening Hours grid1 | CRUD | RU | CRUD | CRUD | CRUD | |
| Name | RU | R | RU | RU | RU | ||
| Organization Unit | RU | R | RU | R | R | ||
| Default | RU | R | RU | RU | RU | ||
| Periods | CRUD | CRUD | CRUD | CRUD | CRUD | ||
Flexible Dashboards
Contact Center - Non-Personal Dashboards and Personal Dashboards require a Contact Center license on the user to become accessible. Each Dashboard can be customized with Dashboard Widgets.
🔎 W = Widget access. A user needs a Contact Center license to see Dashboards, and can add Dashboard Widgets. However, seeing data (Services / Users / OUs) inside those widgets requires an additional R permission (e.g. Team Member, Agent role) within the service / team.
| Tab | Section | User Supervisor | Service Supervisor | CC User | Team Member | Service Agent | Team / Service Owner | Team Owner Limited | |
|---|---|---|---|---|---|---|---|---|---|
| Dashboards | Personal Dashboards | CRUD | |||||||
| Non-Personal Dashboards | R | ||||||||
| Dashboard Widgets | Service | Service KPI Tile | R | W | R | R | R | ||
| Service KPI Tabular | R | W | R | R | R | ||||
| Service KPI Chart | R | W | R | R | R | ||||
| Service KPI Comparison Chart | R | W | R | R | R | ||||
| Service KPI Graph | R | W | R | R | R | ||||
| Service Queue Tabular | R | W | R | R | R | ||||
| Live Service Tasks Tabular | R | W | R | R | R | ||||
| Service Outbound Tasks Tabular | RE | W | R | R | RE | ||||
| Service External Tasks Tabular | RE | W | R | R | RE | ||||
| Service Heatmap | R | W | R | R | R | ||||
| Service Supervision | WRE | W | |||||||
| User | User Performance Tabular | R | W | R | |||||
| User State Tabular | R | W | R | ||||||
| User Supervisor Tabular | RE | W | |||||||
| User State Chart | R | W | R | ||||||
| User Tile | R | W | R | ||||||
| Common | Markdown | WR | |||||||
| Date & Time | WR | ||||||||
| Embedded Website | WR | ||||||||
1 Note: The term “grid” describes a permission to list (and potentially manipulate) already existing entries of the same type.
Assigning Custom Roles
In addition to the Nimbus predefined User Roles (Team Member, Team Owner, etc.), you can also assign Custom Roles to Nimbus users. Users with Custom Roles assigned can access Nimbus pages and properties according to the permissions defined in the Custom Role.
Custom Roles appear in the dropdown list among other User Roles when you click on Add. Once a Custom Role is assigned to a user, you can assign Organization Units to it just as for other User Roles.
💡 Note that you can assign up to 5 Custom Roles to a user. If this limit is reached for a user, further Custom Roles will be disabled in the dropdown.
Expand to learn more about Custom Roles…
Custom Roles
Precondition: Custom Roles can only be created, edited, and assigned in Nimbus Administration UI. The role is then applied in the User Administration. Portal Users and Team Owners don't have access to editing Custom Roles.
Contact Center Note that Custom Roles can be defined with no restriction but require a Contact Center user license in order to apply them to a user via the Roles Tab in the User Settings. The License itself is applied in the General User Settings.
Custom roles are defined as independent configuration entities, to be later applied to any user. The following base properties must be defined before the custom role can be defined further:
| Property | Description |
|---|---|
| Name |
Name of the Custom Role. 💡Note that this will impact how it appears in other parts of the Nimbus UI. |
| Organization Unit |
Organization Unit under which this role will be visible under. 💡 This is particularly relevant when you want to limit availability of certain roles to very specific services and their users. |
| Description |
A short description. 💡This is shown in the listing of all available roles and has no other system effects. |
| Users |
A list of users which currently have this role assigned.
|
💡 Note that you can assign up to 5 Custom Roles to a user.
Creating a Custom Role
Custom roles are defined in several tabs:
- General Tab - Setting the (or changing an existing) display name, Organization Unit placement.
- Administration Tab - Setting detail permissions for the (new) role.
General Tab
General Tab
Here you define the Clear UI Name of the Role as it will appear in the Nimbus UI, the Organization Units visibility and a Description for the role for whenever it appears in listings.
🤔 Thinking about naming conventions
While the name of Custom Roles has no system-relevant function, other administrators will also see them in listings. For those reasons it is useful to agree on naming conventions that orients themselves on common company or business terminology standards. Another way to think about it is to think about features (scope) the role is going to manage.
- Role Naming Examples: Administrator, Supervisor, Organizer, Manager, Coordinator ,…
- Scope Naming Examples: General, Distribution, Extensions, Licenses, Workforce, Agent, User, …
Administration Tab
Administration Tab
Here you can grant individual Read, Update, Create, and Delete rights to the role. While selecting individual permissions, please note the following behavior:
- Note that selecting certain permissions will automatically create dependencies.
For example: Selecting a Delete permissions will also require View permissions. - Permissions are grouped into areas to allow for easier assignment in bulk.
- Selecting entire groups “inherits down”. Yellow checkboxes will signal that not the full set is inherited (e.g. when exceptions were made).
For further details one each permission, refer to the following table:
| 1st Level (Entity) | Area / UI Tab | Setting Section | What the setting affects & related KB links |
|---|---|---|---|
Services |
Service Administration and related Service Settings. | ||
| Service | Viewing the grid of available services, e.g. within the Service Administration. | ||
| General | General Service Settings tab. | ||
| General info | Clear / Service Name, PSTN configuration. | ||
| Opening Hours | Opening Hours setting application. | ||
| Reporting | Nimbus Reporting SLA Settings. | ||
| Licenses and Addons | Applying License Management. Also see Nimbus Features. | ||
| Modalities | Modalities Service Settings. | ||
| General info | Setting the supported Modalities. | ||
| Audio Video | Audio/Video inbound/outbound settings, Voice Message and Workflows. | ||
| Instant Messaging | Instant Messaging, System Messages and Workflows. | ||
| External Task | External Task settings and Workflows. | ||
| Email settings, Mailboxes, and Workflows. | |||
| Distribution | Distribution Service Settings. | ||
| Users | User Assignment Type and New User default active setting. | ||
| Conversations Distribution | Distribution Service Settings, Task distribution based on MS Teams status. | ||
| Task Priority | Task Priority setting for the service. | ||
| ACW | After Call Work toggle, timings, extensions, timeouts, | ||
| RONA | RONA settings, reset times. | ||
| Emergency Routing | Emergency routing / redirection settings. | ||
| Extensions | Extensions Service Settings. | ||
| Codes | Codes assignment. | ||
| Assistant | Conversation Context and Service Templates. | ||
| My Sessions | My Sessions widgets, Conversation Context, Context data storage. | ||
| Interact | Interact Service Settings. Modalities, Interact Domain Templates (CORS). | ||
| Users (User Assignment Type: MS Teams based) | → see Service Permissions. | ||
| Default Team Owner Role | Users Service Settings, Default Team Owner role, | ||
| Team member can change active state | Allow self-toggle for “Active” service participation. → see User States. | ||
| Users list | List of roles and Active State toggles. | ||
| Permissions (User Assignment Type: Skill-based) | → see Service Permissions. | ||
| Service Agents and Owners | Manually assigned “Agent” → see Portal Roles for detail permissions. | ||
| Service Owners | Manually assigned “Service Owner” → see Portal Roles for detail permissions. | ||
| Virtual Assistants | Virtual Assistants Service Settings | ||
| Virtual User Assistant | Speech Recognizers, Transcription and Live Captioning Settings. | ||
Configuration |
Configuration data entities, items used in other settings. | ||
| Workflows | Workflows listing. | ||
| Audio resources | Resources, including management within Playlists. | ||
| Workflows | Workflow editing. | ||
| Workflow Templates | Workflow Templates. | ||
| Codes | Codes listing. | ||
| User | Management of user-assigned config items. | ||
| Not Available Reasons | Not Available Reasons. | ||
| Service | Management of service-assigned config items. | ||
| Conversation Context | Conversation Context. | ||
| Parameters | Parameters. | ||
| Mailboxes | Mailboxes. | ||
| Opening Hours | Opening Hours. | ||
| Virtual Assistants | Items required for Virtual Assistants Service Settings. | ||
| Speech Recognizers | Speech Recognizers. | ||
| Distribution | Items required for Distribution Service Settings. | ||
| Skills | → see Skills and Responsibilities. | ||
| Skill Categories | → see Skills and Responsibilities. | ||
| Distribution Policies | Distribution Policies definition. | ||
| Responsibility Profiles | Responsibility Profiles definition. | ||
| Instant Messaging | Configuration items related to Instant Message Handling. | ||
| Direct System Messages | Messages to Users → see Use Case - Setting Up Instant Messaging | ||
| Service System Messages | Messages to Services → see Use Case - Setting Up Instant Messaging | ||
| Dashboard | Portal Dashboard related configuration. | ||
| Non-Personal Dashboards | Personal Dashboards | ||
| Attendant Console | Attendant Console specific configuration. | ||
| Address Books | Address Books. | ||
| Interact | Interact specific configuration items. | ||
| Domain Templates (CORS) | Interact Domain Templates (CORS) | ||
| Nimbus Assistant | Assistant specific items. Also See → Assistant Configuration. | ||
| Direct Templates | Direct Templates. Also see → Assistant Configuration. | ||
| Service Templates | Service Templates. Also see → Assistant Configuration. | ||
Users |
User Administration, listing users. | ||
| General | User Listing and access to General User Settings. | ||
| General info | Display Name, (most details are retrieved from ID), Organization Unit. | ||
| Licenses and Modalities | Also see → License Management. | ||
| Services | See related services the user partakes in. | ||
| Roles | Access to Roles User Settings. | ||
| Skills | Skills User Settings. Adjust skill and responsibility levels. | ||
| Profiles | Responsibility Profiles. Assign profiles available to the user. | ||
| N/A Reasons | Not Available Reasons. Enable and assign reasons available to the user. | ||
| Interact |
Interact User Settings. Enable and configure Interact features. → Also see: Use Case - Setting Up Interact. |
||
| Assistant |
Assistant User Settings. Enable and configure Assistant features. → Also see: Use Case - Setting Up Assistant. |
||
Learning more about about roles
The roles you assign here use the existing Role-based Access Concept (RBAC) in Nimbus. If you need further details on what each default role permission does, refer to our User Role (RBAC) Matrix. You can also use it as a (naming) reference for your Custom Roles.
Skills
Skills User Settings
Allows assignment of previously configured skills to this user.
Preconditions
- The "Skills" tab is only available when the user has a Contact Center license assigned in the "General" Tab.
- Skills and Categories need to be defined first (via Admin > Configuration) before you can assign them. Refer to Skills and Responsibilities.
Once Preconditions are met, it's time to assign skills via the "Skills" tab. Perform the following steps:
-
First, add a Add a language skill to the user. In this example we use Greek and English, both in the the category "Language Proficiency".
⮑ 💡Note how Skill Levels were originally enabled for this category and thus need to be defined once the skill is added to a user.
-
Use the Sliders to define the Skill levels
- 💡Note that skills with levels are always including previous stages. An Advanced user will also be considered as Beginner.
- You can require / exclude users when configuring your Distribution Profiles (e.g. to start support with "Native Speakers" first and gradually lowering the skill requirements). ☝ This is a very good point to double-check if your skills / categories / levels within the complete and in order. Once assigned to users they cannot be changed easily their levels are now being fixated.
-
Use Responsibilities as optional level
- 💡This means that you can define OPTIONALLY responsibility criteria in addition to existing skills level.
-
Continue to define levels and responsibility for each profile.
- 💡 Note that a user can have multiple Responsibility Profiles assigned, each with their own set / level of skills and responsibility.
- 💡You can add further profiles to a user via the Profiles tab.
Important: Levels and Distribution Policies
Distribution Policies define the skill requirements to your users. If your user does not fullfill the level criteria or lacks any of the skills, they will not be selected for calls.
Related to that: Note that responsibility - while optional on the user definition - will exclude the user from any Distribution Policies that define / demand levels of responsibility. Learn more about this on our Distribution Order page.
Related Steps
Skills assigned to a user will have no effect on call distribution until you perform the following related configuration steps:
- Don't forget to include newly required skills and responsibilties in your Distribution Policies. They will define the call escalation levels on your available user pool.
- Assign the Distribution Policy to the corresponding Contact Center licensed Service. This is done in the individual Service Settings > "Distribution" tab. Note that this only works on services where the User assignment type is "Skill-based".
Profiles
Allows assignment of previously configured profiles to this user. 🔍 Learn more about this on: Responsibility Profiles.
PREREQUISITES
- The "Profiles" tab is only available when the user has a Contact Center license assigned in the "General" Tab.
- A profile relies on multiple User Skills and Responsibility Levels to be defined first.
N/A Reasons
Allows to assign Not Available Reasons to a user.
PREREQUISITES
- The "N/A Reasons" tab is only available when the user has a Contact Center license assigned in the "General" Tab.
- Reasons are defined in the Configuration as described on the Not Available Reasons page.
🔍 Reasons are selected by users within Assistant upon entering a "Not available" User State .
Interact
Interact User Settings
Preconditions
- Interact is enabled on tenant level. If this is not the case, ask your Admin or Luware Support to do this for you.
- To set up Interact for the first time Use Case - Setting up Interact needs to be completed. This allows customers to reach a user directly from external URLs (websites) via small chat or voice widgets.
- A Contact Center license needs to be assigned to the user to enable the Interact tab.
Editing Interact User Details
After the user has been granted a license, the Interact tab is visible and the option can be enabled.
The following elements can be configured:
| Element | Description |
|---|---|
| Active |
✅ This feature needs to be enabled for your Tenant, see preconditions above. ☝ Note that Interact licenses (granted via General Tab) remain assigned to this user even when this is toggled inactive. |
| Audio & Video |
When enabled the user can be contacted via call modality using Interact. The Call Handling procedure is the same as regular Nimbus service calls. 💡Regular Nimbus distributed service calls will still reach this user despite of this setting. |
| Instant Messaging |
When enabled the user can be contacted via chat modality using Interact. The Chat Handling procedure is the same as regular service chats. 💡Regular Nimbus distributed service chats will still reach this user despite of this setting. |
| Direct System Messages |
Direct system messages configured in Admin > Configuration > Instant Messaging can be applied here. 💡These messages customize how this user name appears in chat and which custom messages are sent to that user and the customer they interact with. |
| Restrict Access |
✅You need to configure at least one Interact Domain Templates (CORS) for this option to be come available.
💡Domain templates act as whitelists:
|
| Domain Template | Lists configured Interact Domain Templates (CORS) available under the same Organization Unit as the current user. |
| User Snippet |
Default script with settings of current user, which is later can be inserted into a the web page and used as a contact widget.
👆 Please note that the Contact ID and WidgetKey are unique to the current user and should not be mixed up.
💡 For easy Snippet Code retrieval use the Copy button. ✅ To test contacting this user, use the use the preview link. |
Assistant
Assistant User Settings
Preconditions
The Assistant license needs to assigned to a user for the settings to become visible. → See General User Settings. If you want to assign Assistant licenses in Bulk, head over to License Management.
Assistant Context and Templates
Allows to assign Direct Call Templates to the user. Template actions trigger only on direct calls to this user in particular.
Element |
Description |
|---|---|
| Direct Call Templates | ✅ Requires one or several configured Direct Call Templates to assign. By clicking "+Add", template items under the same Organization Units (or higher) can be assigned to this user.
💡 Note that the templates will be called in the order they were added to the list. You can drag and drop template items to change the order. |
🤔 Can I also assign Templates to Services? Yes Service Call Templates are similar in design to Direct Call templates, but are configured separatedly and applied on service level. Show me how to assign templates to a serviceTo assign templates that trigger on service call:
🤔 What is Conversation Context and how is it different to Templates?
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