Custom Roles extend the possibilities and can combine a set of permissions of either existing Nimbus Portal Roles and Admin Roles. Custom Roles are defined as independent configuration entities, to be later applied to any user.
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 Custom Roles configuration entries can be defined with no restriction. Applying a role however requires a Contact Center user license on the user, which enables the Roles Tab in the User Settings. The License itself is applied in the General User Settings.
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, Custom Context Parameters on transfer (to service, to user) | ||
| 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. | ||
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.