💡Select a tab below to learn more about the various Service Bulk Editing concepts.
☝Please Note:
-
Certain tabs may not be available during Bulk Editing.
⮑ Refer to the individual “Preconditions” in each tab and the general and “Known Limitations” for more details. -
Services of different License cannot be edited in Bulk Mode.
⮑ The Nimbus Service Types each have license differences with varying Nimbus Features that are incompatible for Bulk Editing.
⮑ Licenses can be adjusted within certain limitations, as described under License Management and License Downgrade.
General/Licensing
General Tab
As the General Service Settings always mark the starting point for Bulk Editing, we will use this view to explain a few concepts:
- Different (yellow) and equal (green) setting properties are shown color coded.
-
Read only (grey) properties cannot be changed in bulk-mode.
💡Note that this also affects some tabs, with reasons provided in info-tooltips.
On the general service settings you may change non-unique properties of services such as:
- The Organization Units
- The Nimbus Reporting SLA metrics, and related…
- … including GDPR relevant data sensitivity settings.
OU Changes and Non-Path References
☝When changing Organization Units of services in bulk, you may generate NPR (non-path reference) warnings. In a nutshell: NPR are an “exception from the rule” indicator, showing that OU rules are broken. This means:
- Any existing data references stay intact and services can continue operation.
- However, other Nimbus users may not find the moved entity anymore in their search due to the changed OU.
💡As a more practical example we also cover this topic in the “Modalities Tab” chapter below.
LEARNINGS: Licensing effects
Let's explore Bulk Editing in the context of License Management. In the example above, there are several matching but also different entries.
🔄Licensing changes and (in)visible effects
As you change licenses on the General tab of either Users/Services, there are some effects you should be aware of:
💡Visible effects
- During Bulk Editing, as you add or remove users/services to edit, the property border colors change depending on the (mis)matching feature set. Clicking a property will change the color, e.g. from “Different (orange)” → “Equal (green)” → “Disabled (grey)”.
- As you made any changes on properties the the "Save" button becomes enabled. Saving changes is required before changing tabs, also because license changes has background effects (→ see below).
- After a license change is applied, Feature tabs become visible or are removed. On a mismatch between users, a tooltip will inform why tabs are greyed out, e.g. because licenses are missing for one user.
💡Background effects
- Removing licenses works the same way as a License Downgrade. A removed license takes immediate effect (see note below) and can be assigned to other users / services.
- Adding licenses in bulk checks if your License Management has enough spare licenses to apply to all your selected users. A tooltip will inform when insufficient licenses are available.
☝Important Note: the configuration reset from a license removal is irreversible. Removing a license - either single or in bulk - also removes any previously configured Nimbus Features and related UI tabs and functionality from a User or Service as soon as you Save & Apply your license changes.
→ Double check that you Bulk Edit the correct users as you make comprehensive license changes.
Modalities
Modalities Tab
✅Precondition: All services will have Audio/Video modalities, Enterprise and Contact Center services have access to Instant Messaging, Email and External Task modalities. Note that you can only configure the specific modality for all services when checked (equal, green).
Color Coding
Depending on the services and modalities selected, settings will be compared by Nimbus, leading to the following color codes:
- An equal (green) modality is available and already applied for all selected services.
- A different (yellow) modality signals a mismatch in settings. Enabling it will allow you to match the settings for all selected services, e.g. by setting Workflows for that respective modality.
- A deselected (grey) modality was not applied to either service. You may immediately apply it and configure the properties further below.
OU Workflow visibility
Selecting workflows follows the same Organization Units “reading along the path” rules as any other data entity. Effectively this means that the combination (intersection) of the respective service's OUs determines which workflows are available.
Show me an example…
💡Example Scenario:
You have the Tenant Level OU and two Organization Units A and B defined.
You have two services under OU A and two services on OU B.
You have one workflow on Tenant level and one workflow on OU B.
💡Outcome:
In Bulk Edit, both OU A services will only get the Tenant Level workflow to select, as they have no own workflows.
In Bulk Edit, both OU B services will get their own OU B workflow and the Tenant level workflow.
If you now select a service from A and B this will result in an OU-intersection check, meaning that overall ONLY the tenant level workflow will be selectable, as the Service A is the smallest common denominator.
Workflow activity mismatch
Depending on the selected Service Types there are certain Workflow Activities that will not be compatible. For example, a workflow using a “Voicemail" activity will not be compatible while editing Contact Center services, as these services work standalone and do not necessarily tie into a MS Teams channel. In such cases you either need to:
- Select Services of the same Service Type.
- Adjust the Workflow so it contains Workflow Activities that work with both services.
🔎Learnings: Workflow compatibility checks
- Services reference other data entities (Workflows, Users, Opening Hours) by following the Organization Units rules - same as any data entity in Nimbus. Your service selection always forms the smallest common denominator to follow the “reading along the path” OU rule.
- While Bulk Editing services you should know about supported Modalities in Nimbus. All modalities have individual Workflows, each with their own set of modality-compatible Workflow Activities.
- Workflows may be incompatible between different Service Types. For a comprehensive list of (in)compatible workflow features, refer to Workflow Activities Overview which contains a comparison of available activities.
Bulk Edit: Instant Messaging
The Instant Messaging modality and related WhatsApp and Interact integration can be changed in bulk.
🔎Learnings: Specific IM settings
Note that the Instant Messaging integrations to Interact and WhatsApp some have some (intended) editing restrictions in place:
-
Interact Integration:
- Service System Messages (predefined text-blocks) can be changed in bulk.
- Workflows can be changed in bulk. Only workflows with supported activities will be selectable → 🔎See below.
-
WhatsApp Integration:
- Messaging Entries (individual configurations) are service-specific and cannot be changed in bulk. This is to prevent accidental overrides that would point incoming IM-tasks to multiple services.
- Messaging Entries may also be left empty, e.g. there can be an IVR Service which has Messaging Entries configured, then transfers to other Nimbus Services, which are not supposed to be contacted directly.
- Workflows can be changed in bulk. Only workflows with supported activities will be selectable → 🔎See below.
🔎Supported IM WF activities
Currently the following Workflow activities are supported for Instant Messaging workflows:
▼Workflow Activity | Chat Integration path via ► |
Interact |
SMS |
|
|---|---|---|---|
Conversation Handling | |||
Accept |
✅ |
✅ |
✅ |
Announcement |
❌ |
❌ |
❌ |
Collect Information |
✅ |
✅ |
✅ |
Delay |
✅ |
✅ |
✅ |
Disconnect |
✅ |
✅ |
✅ |
Disconnect as Handled |
❌ |
❌ |
❌ |
Forward |
❌ |
❌ |
❌ |
Input Customer |
✅ |
✅ |
✅ |
Input Customer (Advanced) |
❌ |
❌ |
❌ |
Mark as Handled |
❌ |
❌ |
❌ |
Message |
✅ |
✅ |
✅ |
Play Music |
❌ |
❌ |
❌ |
Reply |
❌ |
❌ |
❌ |
Save to Parameter |
✅ |
✅ |
✅ |
Standby Duty |
❌ |
❌ |
❌ |
Transfer |
✅ (to service only) |
✅ (to service only) |
✅ (to service only) |
Virtual User |
❌ |
❌ |
❌ |
Voice Message |
❌ |
❌ |
❌ |
Web Request |
✅ |
✅ |
✅ |
Check | |||
Availability-based Routing |
✅ |
✅ |
✅ |
Check Opening Hours |
✅ |
✅ |
✅ |
Check Parameter |
✅ |
✅ |
✅ |
Get Available Users |
✅ |
✅ |
✅ |
Get Queue Position |
✅ |
✅ |
✅ |
Wait for Parameter |
❌ |
❌ |
❌ |
Queue | |||
Cancel Task |
✅ |
✅ |
✅ |
Check Task |
✅ |
✅ |
✅ |
Distribution Priority |
✅ |
✅ |
✅ |
Queue |
❌ |
❌ |
❌ |
Queue Task |
✅ |
✅ |
✅ |
💡General Note: If a workflow is edited in post using unsupported activities, the Nimbus Reporting session will terminate with a “failed” outcome.
Bulk Edit: Transfer on User Exit
The Transfer on User Exit settings under Audio/Video (Inbound and Outbound with Workflow) can be changed in bulk.
🔎Learnings: Transfer on User Exit bulk editing
- The Transfer on User Exit toggle and the target service selection can be applied across multiple services in a single operation.
- The DTMF-supported Transfer toggle can also be changed in bulk, but will only take effect on services whose selected target service has a valid E.164 PSTN number and the required PSTN licenses configured. 🔎 See Transfer on User Exit > DTMF and PSTN Transfer for details.
- The target service selection follows the same Organization Units visibility rules as other data entities — only services accessible along the OU path will be selectable.
Distribution
Distribution Tab
✅Preconditions:
Licensing and User Assignment: The Distribution Tab will only be accessible when the User Assignment Type of the selected Services is matching (in addition to the general License match requirement allowing Bulk Editing in the first place).
💡Tip: Use Filters from within the Service Overview to quickly identify Services suitable for Bulk Editing.
Color Coding
Depending on the services selected, settings will be compared by Nimbus, leading to the following color codes:
- An equal (green) setting is already applied for all selected services.
- A different (yellow) setting signals mismatch. Changing it will unify the setting across all selected services.
- A deselected (grey) setting was not applied to either service. You may immediately apply it and configure the properties further below.
User Assignment Type
In here you can change the User Assignment Types of your selected services between “Skill-based” to “None”.
Distribution Policy
Here you can standardize the Distribution Policy used by your selected Services.
☝Considering change impacts:
Depending on how you structured your Organization Units, there may have been reasons why the distribution policies were assigned only to certain services.
⮑ ✅ Dependent Action: When you confirm the new Distribution Policy, related Skills and Responsibilities may need to be checked for all Users in affected Services as well, or the (new) Policy you selected may not consider those Users for distribution.
🔎 Non-Path Reference:
Setting a default Distribution Policy in bulk may create Organization Unit non-path reference warnings, as the Services technically did not have access to the policy before. In other words: You create an “non-path reference” exception from the rule with your the bulk-change.
⮑ In effect, affected Service Owners will immediately see and use this new Policy in settings and menus. They may keep it applied, but only shift away from it, as the OU “reading along the path” rule will be re-instated.
Conversation Distribution
Aligning Busy/Away distribution logic can be changed in bulk.
🔎For more details on what these settings entail, refer to the Distribution Service Settings > Conversation Distribution section.
Task Priority
Task Priority can be changed in bulk, immediately affecting the Task Queue and Distribution order of the selected services.
🔎For more details on what these settings entail, refer to the Distribution Service Settings > Task Priority section.
After-Call Work
After-Call Work (ACW) can be enabled and adjusted in bulk, affecting all users of the selected services.
🔎For more details on what these settings entail, refer to the Distribution Service Settings > Task Priority section.
☝Note before changing this setting:
Changing ACW metrics has significant impacts on Nimbus KPI Calculations (e.g. ACWTime calculation factors) in Nimbus Reporting. When changing this setting in Bulk for already productive services, make sure to coordinate with your Nimbus Power BI Template and OData Feed evaluating experts, in order to expect changed KPI metrics.
RONA
RONA can be adjusted for all users of the selected services.
🔎For more details on what these settings entail, refer to the Distribution Service Settings > RONA section.
☝Note before changing this setting:
RONA is a User Status that prevents Nimbus from distributing further tasks to that user. If this feature was not yet applied to your selected services, make sure to inform your users about this changed behavior, as they need to actively remove this status before continuing work.
Emergency Routing
🔎For more details on what these settings entail, refer to the Distribution Service Settings > Emergency Routing section.
Permissions
Permissions Tab
✅Precondition: The Permissions Tab is only available for Contact Center licensed, Skill-based services.
A user can be either added as a Service Agent or Service Owner to services.
💡If a user already exists in one of the roles in a service, they will not appear in the user selection list for the other role. Once the user is removed from one of the roles, they can be added to the other.
The following color codes apply:
- Equal (green) users have the role already assigned for all selected services.
- Different (yellow) users doesn't have the role assigned for all selected services. If the user has access to all services (due to OU access rules), clicking the plus icon at the end of the line will assign the role to the user for all selected services. Otherwise the skill will be marked with a “Non-path reference” warning.
- A grey user means that the user has both Service Agent and Service Owner roles in different services. In this case, the user can only be removed.
Saved changes are reflected both in the Details popup and in Operations > Change History.
🔎 Also see Agent Service Settings.