Luware Knowledge

Nimbus Portal Nimbus Admin Nimbus Release Notes Luware Cloud Status
Home Nimbus Administration Tenant Administration

Data Privacy Tenant Settings

In this tab you can configure Nimbus user, service and customer related data privacy settings.

On Data Privacy Settings and Restrictions

Certain Settings in this section are restricted to be changed by Customer Tenant Administrators only. Luware and delegated support partners cannot perform these changes on their own. For any questions on data privacy you can also consult the whitepapers in our Documents section, or contact Luware Support if you are uncertain about their use case. 

Luware Support Address

 Luware Website https://luware.com/support/
Luware Helpdesk https://helpdesk.luware.cloud 
Cloud Service Status https://status.luware.com/ 
Luware support contact details
 
Option / Element Description
Allow Partner to see User Identifiers

Determines if the partner is able to see Nimbus user (team member) clear names.

  • When enabled, the full user names are shown.
  • When disabled, Nimbus users will be shown anonymized with asterisk * placeholders.
Allow Partner to see Customer Identifiers

Determines if the partner is able to see Nimbus calling customer identifiers.

  • When enabled, the full customer identifiers are shown.
  • When disabled …
    • on Service Operations Nimbus calling customers will be shown anonymized with asterisk * placeholders. 
    • on Customer Operations Partners will not find Customer Tenant name listed anymore.
Allow Partner to access Change History

Determines if the partner is able to see the Change History within Admin > Operations. Also affects Change History Popups for Entities (e.g. Services, Users, ...).

 

  • When enabled, the Change History for Partner Administrator(s) becomes visible for that Tenant. Also allows access to all previous history detail records.
  • When disabled, no change records from that tenant are visible. 
    💡 Note: This also hides changes made by (other) partner administrators on the tenant. 

💡Default: Disabled. This flag should only be enabled when the Tenant gives consent to his Partner to access the full Change History, as the Change History lists personal details of users making any (bulk) changes.

 

GDPR Related:  → "Allow Partner to see User Identifiers" Option
When this toggle is off Partner Administrators are not eligible to see user identifiers, as the existing masking logic is also applied here.

 
Persist User States in Reporting

Contact Center This feature can be enabled Tenant-wide, but mainly makes use of Contact Center service features for reporting.

With this feature active, User States are tracked and added as part of the Nimbus Reporting Model and exposed via the Nimbus OData Feed.

  • When enabled, data becomes visible in Power BI reports (User State Tab). 
    ✅ You require a "User Supervisor" Reporting Role to query these extended user details.
  • When disabled, existing User Presence State reports will be closed and no further entries are generated. 💡Already existing data is not affected.

🤔 When to enable this? Tracking presence states can generate considerable amounts of personal user data. Aside from Power BI query performance considerations on a large userbase you need to consider privacy and EU GDPR compliance before enabling this feature.

🤔 What data is being tracked? User, User ID, Organization Unit, Responsibility Profiles (User State), MS Teams Presence Status, and all related event changes with timestamps and durations. 

🔎For details on recorded data fields, refer to Nimbus Reporting Model > Facts > User Session / User States tables respectively.

 
Persist MS Teams Direct Calls in Reporting
  • When enabled1, the system will write MS Teams Direct Call data for Nimbus users that have enabled Direct Call tracking in General User Setting. The call data is written according to the data ingestion and Nimbus Reporting Model. The direct call data is exposed to the OData according to existing Reporting Roles.
    ✅ Once enabled for the tenant, the Provisioning script must be run to grant Nimbus the required permissions for tracking.
  • You can track up to 50 users per service-based license and one user per user-based license. The licenses for Direct Call tracking add up.
    🔎 You can find the Provisioning script in User Preferences (Admin) > Resources.
  • When disabled, the system will not collect any MS Teams data related to any Nimbus user.

    Disabling Direct Call Reporting: Tenant-wide Impact

    When disabling the Direct Call Reporting feature on tenant level within the Data Privacy Tenant Settings, Direct Call tracking will be disabled for all users. Note that this change cannot be undone. If you wish to use the feature again, Direct Call tracking needs to be manually enabled for your users.

    💡Disabling Direct Call Reporting doesn't affect Historical Reporting. This means that previously tracked data will remain available after disabling the feature.

     
  • Changes made to this tenant-wide setting are shown in Change History.

🔎 Read Direct Call Reporting for hands-on instructions on how to enable Direct Call Reporting for your tenant and users.

1  Please Note: User data privacy

 ☝GDPR As this feature can track MS Teams data outside of a Nimbus service context, make sure to properly inform all affected Users listed in the Admin UI to have their explicit consent where required. Also consult the Direct Call Reporting feature page for more details. 

💡Once activated, take note that… 

  • … previously collected MS Teams data related to current or past Nimbus users will continue to persist in the data storage, unless and until expressly requested to handle differently. For example: explicit Data Privacy request (e.g. right to be forgotten, deletion request etc.).
  • … previously collected direct call data continues to be exposed in the OData Feed.
 
Show User Time in State
  • When enabled, User State times are tracked and shown as "Time in State" within the Nimbus UI (e.g. in customizable and service Personal Dashboards, Widgets, etc.). The List of Services within the Service Administration also shows this column.
  • When disabled, the "Time in State" columns will not be shown in either Portal UI.
Data Retention Time

The time after which historical data is purged.

💡 The purge is completed within 24 hours after the data retention time has expired.

Customer Success Platform Integration

Option / Element Description
Allow to share Personal Identifiable Information (PII)
  • When enabled, PII is used as User Identifier.
  • When disabled, pseudo anonymized string without PII is used.

💡Raise a ticket with Luware Support if you want to change this setting.

💡For more information, refer to the Whitepaper in Documents.

Artificial Intelligence

AI Features are default disabled. AI features in Nimbus collect and process data about session participants. Tenant Administrators therefore need to be aware that – before enabling these features on Tenant-wide level – that they are responsible for obtaining and maintaining all the required consents from the end users (data subjects).

✅To Review as a Tenant Administrator: 

  • Before enabling each AI feature on your Tenant, carefully read the tooltips next to each toggle.
  • Ensure to take action as provided in the tooltips, e.g. by informing your end users on AI-driven features being enabled.

💡Good to know: 

  • While Tenant Admin consent is not (yet) granted, AI feature configuration listed below may be shown as disabled. 
  • If the consent has been given previously, but was taken away again, existing configured AI-features remain effective. However, the UI will be shown disabled and further changes are not possible until the consent is given again.
 
Option / Element Description
Allow to use Companion
Disabled options because of missing data privacy consent.

💡When consent is taken away, previously existing Companion Service Settings still remain effective to ensure continued operation.

 
Allow to use Virtual user
  • When enabled, Virtual Users in Nimbus can be licensed and assigned within Workflows. 
  • When disabled, Companion Service Settings are disabled on your Tenant. Users may inspect the Virtual User, but not apply further Virtual User licenses.

💡While consent was granted, any existing configured features under Virtual Users (including Workflows configured under Modalities Service Settings) remain functional, and will not be disabled by taking consent away.

 
Tenant Administration

The Nimbus Tenant view allows to assign security groups, change tenant details an...

Table of Contents