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
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When your current Nimbus view offers filters:
When filters are already active: Unless “All” is shown as filter content, your results are filtered.
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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:
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| 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 Modality 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:
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💡 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) 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. Consult the User Role (RBAC) Matrix for more detailed information on the Nimbus access concept.
Good to know
- Manual Role management is limited to Tenant Administrators or higher.
- Tenant Administrators may act outside of the Organization Units 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, e.g. not being able to access certain configurable data entities anymore, because the owning user has left.
- 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.
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:
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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.
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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.
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Use Responsibilities as optional level
- 💡This means that you can define OPTIONALLY responsibility criteria in addition to existing skills level.
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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:
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| 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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