Not Available Reasons (NAR) are reasons that a user must specify when becoming unavailable to new Nimbus tasks. This can happen either through inactivity or when actively transitioning into MS Teams presence Away, Busy or DND. The reasoning must be provided via the Assistant app UI and is stored for Power BI as part of the Nimbus Reporting Model.
✅ Preconditions
Licensing:
- Contact Center: Note that a Contact Center license needs to be applied to the user (via User Administration or License Management). Doing so enables the “NAR" tab on the User Administration.
- Assistant - an Assistant license is required on the user in show a selection of Not Available Reasons assigned to the user. Assistant ensures that this request is made regardless of Nimbus is currently in focus or not.
Data Privacy and User Configuration:
GDPR As this Nimbus Feature concerns user privacy, the feature needs to be enabled by a Tenant Administrator first.
- Head to Tenant Administratiion > "Data Privacy" section and enable "Persist User States in Reporting".
⮑ Note that enabling this will allow Nimbus to keep a historic track record of User States in the Nimbus Reporting Model. - Within Admin > Configuration locate the now enabled “Not Available Reasons” entry. Further steps are explained below.
Creating Not Available Reasons (NAR)
- Log in to the Admin Portal with any Administrator Role with access to the configuration
- Head to Configuration > Not Available Reasons
- Create or Edit any of the existing Not Available Reasons.
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Define a Name for the reason.
💡 This is also how it will appear for the users of Nimbus in other menus. -
Set an Organization Unit.
💡 Note that you can change the visibility of these reasons. Users will still get to select the reason until it is removed from their account in the User Administration. → See next step.
Applying NARs to Users
- In Admin Portal, head to the User Administration
- Select the user you want to edit. ✅ Reminder: Ensure that the user has a Contact Center license so the NAR tab is shown.
- Select the NAR tab.
- Enable “Not Available Reasons”
- Click "+Add" and provide at least one (or multiple) NAR for the user to pick from.
💡 You can re-order the entries via drag&drop to make sure the most important reasons are on top.
Usage of NARs
Once assigned to a user, a choice of reasons can be picked from (e.g. using the Assistant UI) as soon as Nimbus considers the User's presence state as “not ready (not selectable)" for tasks such as:
MS Teams Status |
🔎 Notes |
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💡 Emergency Manual Presence Mode: NAR Disabled
Situationally - when Emergency Manual Presence Mode is enabled in Extensions Tenant Settings: Not Available Reasons rely on the DND, Busy, and Away Microsoft Teams presence. During Emergency Manual Presence Mode, presence is steered via Nimbus instead of MS Teams. Users can only set themselves to Available or Appear Offline — there is no DND, Busy, or Away state to trigger a NAR prompt, so NAR does not apply while this mode is active.
🔎 NAR, Durations and BI Reporting
GDPR Power BI tracking of User States includes both NAR and the duration of (non-)availability. An non-availability period will start from the point a user changes to not available state until being either:
- ... back in an "Available" state.
- ... opting into an "Off Duty" type Responsibility Profile .
- ... going offline in MS Teams.