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 Tips and Tricks:
- Views with the filter icon allow you narrow down search results. Note that your filter settings may still be applied as you revisit a page.
- Filters are applied on top of your search field text (AND-concatendated).
- On hierarchical structures such as Organization Units you can hold CTRL while left clicking to single select entries instead of the entire tree.
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
Creating Users
Nimbus distinguishes services by their User assignment type:
- 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: Manually created service via Service Administration. Requires manual skill-assignment from users you add from within your tenant directory.
- None: For IVR or first-level redirection services. Has no users, but can be configured by any administrator.
☝ 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.
GOOD TO KNOW
💡 In it's default mode of operation, Nimbus will add users automatically to the user list, synched with your MS Teams structure as any new Nimbus service during Service Provisioning.
🤔 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. |
🔍 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 permission to 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.
General
The "General" tab shows details of a user :
| 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 |
✅ 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.
Services
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
The "Roles" tab allows you to inspect and assign (additional) roles to a particular user. It also provides an overview in which Organization Unit scope each individual role applies.
🔍 Expand the table below for a full overview of all available roles permissions. Visit Role Access Concept for more detailed information on the Nimbus access concept.
Click here to expand…
These tables contain the Role Based Access Concept (RBAC) listed by Nimbus Features distinguished by → Frontend (Portal) and → Backend (Admin) interface. User permissions are structured by the CRUD (Create, Read, Update, Delete) principle. For functionality that can be interacted with, there is an Execute right.
Portal
Users roles with access to the Nimbus Frontend portal:
| Frontend Portal Permissions (Create, Read, Update, Delete, Execute) | SUPERVISOR |
USER |
TEAM / SERVICE OWNER |
|||||||
|---|---|---|---|---|---|---|---|---|---|---|
| User | Service | Team Member | Skill-Based | Agent | Owner | Owner Limited | ||||
| Frontend Configuration Permissions (Create, Read, Update, Delete) | SUPERVISOR |
USER |
TEAM / SERVICE OWNER |
|||||||
| User | Service | Team Member | Skill-Based | Agent | Owner | Owner Limited | ||||
| Dashboard and Reporting Permissions (Create, Read, Update, Delete) | SUPERVISOR |
USER |
TEAM / SERVICE OWNER |
|||||||
| User | Service | Team Member | Skill-Based | Agent | Owner | Owner Limited | ||||
| My Services | My Services | R | R | R | R | R | ||||
| Access Service Settings | E | E | E | |||||||
| Call on Behalf | E | - | E | E | E | |||||
| Users - Self-Active Toggle | N/A | RU | N/A | RU | RU | |||||
| Users - Other-Active Toggle | RU | R | N/A | RU | RU | |||||
| Pickup | E | N/A | E | E | ||||||
| Service | Dashboard | Dashboard | R | R | R | R | R | |||
| Users List | R | R | R | R | R | |||||
| Users - Self-Active Toggle | N/A | RU | N/A | RU | RU | |||||
| Users - Other-Active Toggle | RU | R | N/A | RU | RU | |||||
| Pickup | E | N/A | E | E | ||||||
| Today's Reporting KPIs | R | R | R | R | R | |||||
| Reporting | Reporting | R | R | R | R | R | ||||
| Users Statistics | R | R | R | R | R | |||||
| Tasks Heatmap | R | R | R | R | R | |||||
| Historical Sessions | Sessions (Results, Types) | R | R | R | ||||||
| Settings | General | Name | R | RU | R | |||||
| Service Display Name | R | RU | R | |||||||
| Service UPN | R | RU | R | |||||||
| Application ID | R | R | R | |||||||
| Organization Unit | R | RU | R | |||||||
| PSTN Active | R | RU | R | |||||||
| PSTN E.164 Number | R | RU | R | |||||||
| Opening Hours | RU | RU | RU | |||||||
| Reporting - SLA | RU | RU | RU | |||||||
| Reporting - User Statistics | R | R | R | |||||||
| Modalities | Inbound Conversations | R | RU | R | ||||||
| Voice Message Channel | R | RU | R | |||||||
| Outbound Conversations | R | RU | R | |||||||
| Instant Messaging | R | RU | R | |||||||
| Service System Messages | R | RU | R | |||||||
| External Tasks | R | RU | R | |||||||
| Distribution | User Assignement Type | R | RU | R | ||||||
| Distribution Policy | R | RU | R | |||||||
| Users Immediatly Active | R | RU | R | |||||||
| Conversation Distribution (Busy, Away) | R | RU | R | |||||||
| Conversation Distribution (Available, DND, Offline) | R | R | R | |||||||
| Task Priority | R | RU | R | |||||||
| After Call Work (ACW) | R | RU | R | |||||||
| RONA | R | RU | R | |||||||
| Extensions | Codes (Primary, Secondary) | R | RU | R | ||||||
| Assistant Context and Templates | R | RU | R | |||||||
| Store Context Data toggle | R | RU | R | |||||||
| My Sessions Context | R | RU | R | |||||||
| Widgets - Codes & Tags | R | RU | R | |||||||
| Widgets - Contacts | R | RU | R | |||||||
| Widgets - Embedded Context | R | RU | R | |||||||
| Widgets - Session Details | R | RU | R | |||||||
| Widgets - Map | R | RU | R | |||||||
| Users (MS Teams Based Services) | Default Team Owner Role | R | R | R | ||||||
| Team member can change active state | R | RU | R | |||||||
| Active Toggle | RU | RU | RU | |||||||
| Team Owner Roles | R | R | R | |||||||
| Agents (Skill Based services | Service Agents List | R | R | R | ||||||
| Service Agents Levels and Profiles | RU | |||||||||
| Service Owners List | R | R | R | |||||||
| Service Owners Levels and Profiles | RU | |||||||||
| Interact | Active Toggle | RU | ||||||||
| AV Modality | RU | |||||||||
| IM Modality | RU | |||||||||
| Restrict Access | R | |||||||||
| Integration Template | R | |||||||||
| Configuration | Workflows | Resources (Audio Files) | CRUD | CRUD | ||||||
| Playlists | CRUD | CRUD | ||||||||
| Workflows (Instances) | CRUD | CRUD | ||||||||
| Codes | Primary Codes | CRUD | ||||||||
| Secondary Codes | CRUD | |||||||||
| Service | Conversation Context | CRUD | ||||||||
| Parameters | CRUD | |||||||||
| Opening Hours | CRUD | CRUD | CRUD | |||||||
| Personal Dashboard | Personal Dashboards | RU | RU | RU | RU | |||||
| Non Personal Dashboards | Non Personal Dashboards | R | R | R | ||||||
| Service Supervision | R | R | ||||||||
| Dashboard Widgets | Service | Service KPI Tile | R | R | R | R | ||||
| Service KPI Tabular | R | R | R | R | ||||||
| Service KPI Chart | R | R | R | R | ||||||
| Service KPI Comparison Chart | R | R | R | R | ||||||
| Service KPI Graph | R | R | R | R | ||||||
| Service Queue Tabular | R | R | R | R | ||||||
| Live Service Tasks Tabular | R | R | R | R | ||||||
| Service Outbound Tasks Tabular | R / E | R | R / E | R | ||||||
| Service External Tasks Tabular | R / E | R | R / E | R | ||||||
| Service Heatmap | R | R | R | R | ||||||
| Supervision | Service Supervision / Controls | R / E | R | R | ||||||
| User | User State Tabular | R | ||||||||
| User Supervisor Tabular / Controls | R / E | |||||||||
| User State Chart | R | |||||||||
| User Tile | R | R | R | |||||||
| Common Widgets | Markdown | R | R | R | R | R | R | R | ||
| Date & Time | R | R | R | R | R | R | R | |||
| Embedded Website | R | R | R | R | R | R | R | |||
| Reporting (OData) | Service | Sessions | R | R | R | |||||
| User | Sessions | R | R | R | ||||||
| States | R | |||||||||
NOTES
These roles have access to the Nimbus portal using the following links:
Portal URLs:
- Switzerland: https://portal.luware.cloud/
- Germany: https://portal.dewe-01.luware.cloud/
- UK: https://portal.ukso-01.luware.cloud/
🔍 Roles are granted depending on Service type, as each scenario mandates a certain method of User assignment:
| User | All Nimbus user accounts are synched from the Customer Tenant's user directory. Users log into Nimbus using O365 credentials, but only see Nimbus services and data when they become Team members or Service Agents respectively. |
|---|---|
| Team Members | For Auto-Synced to MS Teams Channel roles. No manual assignment needed. |
| Team Owners | Auto-Synced to MS Teams Channel roles. Automatically granted rights to fully manage the respective Nimbus service. No manual assignment needed. |
| Skill-Based Users | Contact Center Requires a Contact Center license on the user. Skills are granted via User Administration > "Skills" Tab per user.Skill-based users get tasks distributed via Distribution Policies, based on their Skills and Responsibilities, distributed in pools of users with similar skills assigned. Interaction with Service pages of the Nimbus UI or an associated MS Teams channel is not necessarily required. |
| Service Agents | Contact Center Requires a Contact Center license on the user . Role is granted via Service Administration > "Permissions " Tab per service. Compared to Skill-based users, Agents have access to additional Service Portal UI elements. An associated Microsoft Teams channel is not required. |
| Service Owner | Contact Center Requires a Contact Center license on the user. Manually granted via Service Administration > "Permissions " Tab. An associated Microsoft Teams channel is not required. |
| Supervisor | Contact Center Requires a Contact Center license on the user. An addition to an Owner-type role, manually granted via User Administration > Roles Tab. Can access Power BI OData interface to access extended User State reporting. LIMITATION BY DESIGN If a user has only Supervisor and not a Team Owner / Service Admin role, only the "UserStates" dataset in the report will be shown, consisting of: UserStates, StateTypes, ResponsibilityProfile, OU, Users. Other tabs and queries in the BI Report may appear blank.
→ This is intended by design to prevent exposure of individual Service/User/Session data to the wrong audiences. To see a full dataset, the same user also needs a "Service/Team Owner" role assigned. |
Admin
| Individual Setting Permissions (Create, Read, Update, Delete, Execute) | ADMINISTRATOR |
|||||
|---|---|---|---|---|---|---|
| Tenant | Organization | Workflow | ||||
| CRM Id | ||||||
| Partner Administration Security Group | ||||||
| Partner Administration Security Group Information | ||||||
| Shared Configuration Permissions (Create, Read, Update, Delete) | ADMINISTRATOR |
|||||
| Tenant | Organization | Workflow | ||||
| Overview | Total Services | R | ||||
| Call Volume | R | |||||
| Total Users | R | |||||
| Tenant | General | Tenant & Billing Information | Name | R | ||
| O365 Domain | R | |||||
| O365 Name | R | |||||
| Tentant Id | R | |||||
| Tenant Administration Security Group | R | |||||
| Tenant Administration Security Group Information | E | |||||
| Partner | R | |||||
| Billing Address | RU | |||||
| Contact | Technical Contact Information | Name | RU | |||
| RU | ||||||
| Phone Number | RU | |||||
| SIP Address | RU | |||||
| Data Privacy | Data Privacy Settings | User Identifiers | R | |||
| Customer Identifiers | R | |||||
| Persist User States in Reporting | RU | |||||
| Show user "Time in State" | RU | |||||
| Provisioning | Provisioning Defaults | Default OU for MS Teams creation | RU | |||
| Allow service provisioning via MS Teams | RU | |||||
| Default Team Owner Role | RU | |||||
| Extensions | Outbound | 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 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 | Use Own ACS Instance | RU | |||
| ACS Connection String | RU | |||||
| ACS resource ID | RU | |||||
| External Tasks | Max concurrent External Tasks per Service | R | ||||
| Licenses | Tenant State | Licensing Status | R | |||
| Service | License assignment | R | ||||
| User | License assignment | R | ||||
| Services | Overview | Services | Manage Services | CRUD | CRUD | |
| Tasks | Task List | RD | RD | |||
| Download Traces | E | E | ||||
| Copy Trace Link | E | E | ||||
| Provisioning Script | Download Powershell Script | E | E | |||
| Settings | General | Name | RU | RU | R | |
| Display Name | RU | RU | R | |||
| UPN | RU | RU | R | |||
| Application ID | R | R | R | |||
| Organization Unit | RU | RU | R | |||
| PSTN Active | RU | RU | R | |||
| E.164 Number | RU | RU | R | |||
| Primary Opening Hours Box | RU | RU | R | |||
| Secondary Opening Hours Box | RU | RU | R | |||
| SLA Acceptance Time | RU | RU | R | |||
| SLA Hangup Time | RU | RU | R | |||
| User Statistics | RU | RU | R | |||
| Service - Licenses | RU | R | R | |||
| Service - Addons | RU | R | R | |||
| Modalities | Inbound Conversations | RU | RU | R | ||
| Voice Message Channel | RU | RU | R | |||
| Outbound Conversations | RU | RU | R | |||
| Instant Messaging | RU | RU | R | |||
| Service System Messages | RU | RU | R | |||
| External Tasks | RU | RU | R | |||
| Distribution | User Assignement Type | RU | RU | R | ||
| Distribution Policy | RU | RU | R | |||
| New Users Immediatly Active | RU | RU | R | |||
| Conversation Distribution | RU | RU | R | |||
| Task Priority | RU | RU | R | |||
| ACW | RU | RU | R | |||
| RONA | RU | RU | R | |||
| Outbound Service Call | RU | RU | R | |||
| Extensions | Codes (Primary, Secondary) | RU | RU | R | ||
| Assistant Context and Templates | RU | RU | R | |||
| My Sessions Context | RU | RU | R | |||
| Store Context Data toggle | RU | RU | R | |||
| Widgets - Codes & Tags | RU | RU | R | |||
| Widgets - Contacts | RU | RU | R | |||
| Widgets - Embedded Context | RU | RU | R | |||
| Widgets - Session Details | RU | RU | R | |||
| Widgets - Map | RU | RU | R | |||
| Permissions (Skill-Based Services) | Service Agents | RU | RU | R | ||
| Service Owners | RU | RU | R | |||
| Users (MS Teams Based Services) | Default Team Owner Role | RU | RU | R | ||
| Team member can change active state | RU | RU | R | |||
| Active Toggle | RU | RU | RU | |||
| Team Owner Roles | RU | RU | R | |||
| Interact | Interact Features | Active Toggle | RU | RU | R | |
| AV Modality | RU | RU | R | |||
| IM Modality | RU | RU | R | |||
| Restrict Access | RU | RU | R | |||
| Integration Template | R | R | R | |||
| Users | Overview | Users | CRUD | CRUD | R | |
| Settings | General | Display Name | R | R | R | |
| Organization Unit | RU | RU | R | |||
| First/Last Name | R | R | R | |||
| UPN | R | R | R | |||
| O365 ID | R | R | R | |||
| License Change | RU | RU | R | |||
| Services | Membership | R | R | R | ||
| Roles | Roles List | R | R | R | ||
| Role Assignment | RU | RU | R | |||
| Skills | Skill Management | RU | RU | R | ||
| Profiles | Profile Management | RU | RU | R | ||
| N/A Reasons | N/A Feature Toggle | RU | RU | R | ||
| Manage N/A Reasons | RU | RU | R | |||
| Interact | Active Toggle | RU | RU | R | ||
| AV Modality | RU | RU | R | |||
| IM Modality & Direct System Messages | RU | RU | R | |||
| Restrict Access & Domain Template | RU | RU | R | |||
| Integration Template | R | R | R | |||
| Assistant | Direct Call Templates | CRUD | CRUD | R | ||
| Configuration | Resources | Resources (Audio File) | CRUD | CRUD | CRUD | |
| Organization Units | Organization Units | CRUD | CRUD | |||
| Playlist | Play List | CRUD | CRUD | CRUD | ||
| Workflow | Workflow Instances | CRUD | CRUD | RU | ||
| Workflow Templates | Workflow Templates | CRUD | CRUD | |||
| Primary Codes | Primary Codes | CRUD | CRUD | |||
| Secondary Codes | Secondary Codes | CRUD | CRUD | |||
| Not Available Reasons | Not Available Reasons | CRUD | CRUD | |||
| Conversation Context | Conversation Context | CRUD | CRUD | |||
| Parameters | Parameters | CRUD | CRUD | |||
| Opening Hours | Opening Hours | CRUD | CRUD | RU | ||
| Skills | Skills | CRUD | CRUD | |||
| Skill Categories | Skill Categories | CRUD | CRUD | |||
| Distribution Profiles | Distribution Profiles | CRUD | CRUD | |||
| Responsibility Profiles | Responsibility Profiles | CRUD | CRUD | |||
| Direct System Messages | Direct System Messages | CRUD | CRUD | |||
| Service System Messages | Service System Messages | CRUD | CRUD | |||
| Non Personal Dashboards | Non Personal Dashboards | CRUD | CRUD | |||
| Address Books | Name | CRUD | CRUD | |||
| Automation Flow Actions | RU | RU | ||||
| Domain Templates (CORS) | Domain Templates (CORS) | CRUD | CRUD | |||
| Direct Call Templates | Assistant Direct Call Templates | CRUD | CRUD | |||
| Service Call Templates | Assistant Service Call Templates | CRUD | CRUD | |||
| Operations | Service | Call History | R | |||
| Download Trace Files | R | |||||
| Tasks (Live Task View) | R | |||||
| Kill Tasks | E | |||||
| Customer | Call History | R | ||||
| Download Trace Files | R | |||||
ADDITIONAL NOTES
- A Tenant Administrator, may act outside of the Organization Units this restriction. Roles can be granted or removed from the Tenant Admin, but will have no effect in Nimbus to avoid locking that user out of any administrative tasks.
- Manual Role management is limited to Tenant Administrators or higher.
Certain roles are granted automatically or outside of this tab's view, so the "Edit" or "Remove" buttons may not be shown for all entries.
A User's "Roles" Tab, listing various roles and the OU scope they apply in
Skills
Allows assignment of previously configured skills to this user. 🔍 Learn more about this on: Skills and Responsibilities.
PREREQUISITES
- 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 before you can assign them. Read here how to create and apply Skills and Responsibilities.
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
PRECONDITIONS
- TENANT ADMIN Interact is a feature enabled on tenant level.
- Once configured Interact allows customers to reach a user directly from external URLs (websites) via small chat or voice widgets.
Contact Center The Contact Center license needs to assigned to a user for the "Interact" settings to become visible. See Service Administration > General Tab > Licenses.
Features described in the following are still in beta (experimental) stadium.
Learn more...
- Features marked with
are still being evaluated in both performance and usability by both our users and the development team. - Notable limitations and bugs may occur. An experimental feature may be temporarily disabled as improvements are implemented.
- Based on customer feedback, scope and design of the feature may change significantly in upcoming updates.
Editing Interact user details
After the user has been granted an Interact license the Interact-tab for further configuration will become visible.
An example configuration for a user
The following elements can be configured:
Element |
Description |
|---|---|
| Active |
✅ This feature needs to be enabled for your Tenant, see prerequirements above. 💡 Note that Interact licenses (granted via "General" Tab) remain active for this user. |
| Audio & Video |
When enabled the user can be contacted via call modality using Interact. Also refer to Call Handling. 💡 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. Also refer to Chat Handling. 🔍 → Enabling this option allows the application of Direct System Messages in order to customize the chat experience for this user. 💡 Regular Nimbus distributed service calls will still reach this user despite of this setting. |
| Direct System Messages |
✅ You need to configure at least one Direct System Messages entry to appear in this selection. 💡 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 Domain Template CORS for this option to be come available. Interact Domain Templates (CORS) 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". |
Interact features can also be enabled per service. See Interact Service Settings.
Assistant
✅ Precondition: The Assistant license needs to assigned to a user for the settings to become visible. → See User Administration.
With the user license granted the Assistant-tab will become visible.
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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