Via the related related "Supervision" type Dashboard Widgets, any user with "Supervisor" permissions can join active call sessions of Services & Users.
PRECONDITIONS
-
Contact Center Supervision features require both a Contact Center license and either User or Service "Supervisor" User Roles assigned to the user account. This is done via User Administration > Roles Tab.
💡 In context of this page, “you” refers to a user in a “Supervisor” role. - Note that Supervisors can only see and act on other users within within given Organization Unit constraints. If further users need to be supervised, the "Supervisor" role needs to be granted within those extra Organization Units accordingly. More about this can be found on the Role Access Concept page.
- Nimbus needs to distribute a service call to a (Team member / Agent / Attendant Console) user first before the session become visible in the supervision widget.
- Also note the “Known Limitations” on the bottom of this page.
🔍 Nimbus Dashboards have several widgets with supervision features. Select one of the tabs below to learn more.
Inbound / Outbound Service Supervision
✅ Requires "Service Supervisor" User Roles. → See Preconditions above.
Good to know
- Supervision is performed using the "Service Supervision" Dashboard Widget.
- Also works for scheduled Outbound Calls and Call On Behalf, as both features each must relate to one specific service.
| Mode | Details | When Supervisor joins ... | When User parks … | Supervision ends when... |
|---|---|---|---|---|
| Listen | The Supervisor hears both Caller and User, but cannot talk to anyone. | Agent and Supervisor will hear 1 beep. | Music is played for the Caller |
|
| Whisper | The Supervisor hears both Caller and User, can talk to the Agent. | Agent and Supervisor hear 2 beeps. | Music is played for the Caller |
💡 The session persists as long as either User or Supervisor remain |
| Barge In | The Supervisor hears both Caller and Agent (Nimbus user), can talk to everyone. | Agent and Supervisor will hear 3 beeps. | No music is played for the Caller as the Supervisor joined in "Barge In" mode |
💡 The session persists as long as either User or Caller remain |
| Usage Notes |
 |
|||
User Supervision
✅ Requires "User Supervisor" User Roles. → See Preconditions above.
🔍 Supervision is performed using the "User Supervisor Tabular" Dashboard Widget.
| Column | Details | |||||||||||||||||||||||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| User Name | User Name - as defined in the User Administration. | |||||||||||||||||||||||||||||||||||||||||||||||||||
| Presence State | Presence State (as per MS Teams client). 💡 Read-Only, cannot be changed. | |||||||||||||||||||||||||||||||||||||||||||||||||||
| Presence Activity | Presence Activity - shows the extended presence (e.g. Out of Office, Busy in a call, etc.) if extended presence tracking is enabled for the tenant. 🔍 Refer to Use Case - Tracking Extended User Presence via Application Permission for more information on how to enable extended user presence tracking for your tenant. |
|||||||||||||||||||||||||||||||||||||||||||||||||||
| Duty State / Duty Profile |
You can immediately change the profile of any user. 🔍 Notes:
|
|||||||||||||||||||||||||||||||||||||||||||||||||||
| ACW |
Current ACW (After Call Work) status of the user. 🔍 You can immediately end ACW. However a User State (e.g. Busy or Away presence set by the user) may still prevent calls from being distributed. 🔍 ACW be configured via Distribution Service Settings. |
|||||||||||||||||||||||||||||||||||||||||||||||||||
| Extended ACW |
Extended ACW (After Call Work) of the user. 🔍 ACW be configured via Distribution Service Settings. |
|||||||||||||||||||||||||||||||||||||||||||||||||||
| RONA |
RONA (Return on no answer) status flag when a user did not respond in time. 🔍 You can immediately reset this flag. However, a related User State (e.g. Busy or Away presence which caused this RONA flag) may still prevent calls from being distributed. |
|||||||||||||||||||||||||||||||||||||||||||||||||||
| Controls |
Allows you to directly call or chat with the service user (Agent). 💡 A click uses MS Teams deeplinks for your browser and may ask you for permissions initially. Note that calls only use the Teams UPN of the user, not Mobile or PSTN. |
|||||||||||||||||||||||||||||||||||||||||||||||||||
| Usage Notes |
🔍 Note that a User State (e.g. Busy or Away presence) outside your control may still prevent Nimbus from distributing calls. Learn more about "User States" in NimbusUser StatesFor its Reporting Model Nimbus distinguishes sessions by various user state factors (Teams Presence, Duty State, Task Selectability, Task status). A change in either factor has influence on the others, either being a requirement or dependency.
USER STATE DEPENDENCIES💡 It is important to note that these user state factors depend on each other. Reading the table vertically from “top to bottom”. Here is an example: Layer 1: MS Teams Presence
Layer 2: Nimbus Duty State / Task SelectabilitySelectability for Nimbus tasks is steered based depending on the Service Types and their varying
LAYER 3: TASK STATUSThese are shared criteria among services
Nimbus Reporting and User State Data privacy🔍 Learning: Users have one deterministic state at a time. Combined user states listed above – and their changes over time – form a "User Session" which is tracked as part of the Nimbus Reporting Model. GDPR Data privacy setting: Detailed user states can be tracked with timestamps for later evaluation analysis, e.g. in Power BI. This is enabled via Tenant Administration > Data Privacy, and included in historic reporting.
|
|||||||||||||||||||||||||||||||||||||||||||||||||||
External Tasks
✅ Requires "Service Supervisor" or "Service Owner" User Roles. → See Preconditions above.
🔍Task handling is performed using the "Service External Tasks" Dashboard Widgets.
What are external Tasks?
The Nimbus Task Distribution algorithm can also distribute external tasks to users. Such tasks can be created using the Microsoft Power Automate Connector and added to the service queue along any regular task. By the use of Workflows an external task is fed into the queue of any service and can also be transfered or reprioritized. Supervisors can abort a task early by using Dashboard Supervision features
PRECONDITIONS
Contact Center External Tasks are an additionally enabled modality, alongside your Contact Center services.
- The features is enabled via General Service Settings.
- External tasks are handled with specific Workflows and configured via Modality Service Settings .
- To create external tasks the Microsoft Power Automate Connector > "AddExternalTask" Flow Action must be used. The user creating this flow must have the corresponding Power Automate Permissions.
🔍 FAIR USE POLICY: As external tasks can be created in bulk via external flow loop, they underly a fair-use policy. The maximum allowed limit of concurrent tasks is controlled by Luware on Tenant Administration level. This limit is also in place to ensure that potential erroneous loop conditions don't create a large amount of "stuck" tasks, blocking up service queues.
🔍 Hands-on: Learn how to create external tasks by reading Use Case - Creating an External Task.
External tasks can start their lifetime outside any regular Nimbus session. They are also not limited to "classic" call modalities in MS Teams, as they can help coordinate and communicate activities such as:
- Booking a hotel room or flights
- Daily maintenance routines in the office
- Reminding people of activities outside the typical call center routine
| Column | Details |
|---|---|
| Source | Shows the origin / creator of the external task. Tasks are created using the Microsoft Power Automate Connector > "AddExternalTask" Flow Action. |
| Service Name | Service which will handle the External Tasks via it's queue according to the "External Task" Workflow configured in the Modality Service Settings. |
| State |
Shows the state in which the task is in:
|
| Time in State | Time since the task has remained in this state. |
| Connected to | User to which the task has been distributed. |
| Level | Level of distribution on which the task-receiving user got the task. 🔍 Service-applied Distribution Policies determine the levels and user pool. |
| Priority |
Task Priority, set when the task was created. 💡 Tasks with higher priority get moved up ihn the Workflows "Queue" activity and prioritized for distribution accordingly. |
| Controls |
Allows to remove the task, as long as it is not "Connected" to a user already. 💡 A confirmation pop-up will ask you to confirm the removal. 🔍 Note that Tasks can also be removed via Microsoft Power Automate Connector > "RemoveExternalTask" Flow Action, making them immediately disappear from Dashboards and other views without further notice. |
Known Limitations
INC Supervision Limitations
KNOWN SUPERVISION LIMITATIONS
- If the Nimbus User adds any other participant via Microsoft Teams UI, the Supervisor will not hear the new participant.
- Only one Supervisor can join a session at the same time. The UI will indicate when there is already a Supervisor in the session.
-
A Supervisor can join sessions with 1:1 Caller / User active mode. Joining of consulting / merged / expert sessions (mainly used in Attendant Console call scenarios) is not supported at the moment.
- After a Supervisor joined ...
- ... the Agent cannot make consultations anymore until the Supervisor leaves.
- ... the Agent cannot join experts anymore until the Supervisor will leave.
- The Supervisor will not be heard in the recording of the user.
- After a Supervisor joined ...