💡Select a tab below to learn more about the various User Bulk Editing concepts.
☝Please Note:
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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.
General/Licensing
General Tab
As the General User 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.
OU Changes and Non-Path References
☝When changing Organization Units of users 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 user anymore in their search due to the changed OU.
💡As a more practical example we also cover this topic in the Skills 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.
Roles
Roles Tab
While bulk editing roles for your users, knowing the Organization Units (OU) concept is essential. Both Custom Roles and users are placed in the OU tree. As you select multiple users for Bulk Editing, Nimbus will check both the individual user's and the Custom Roles' position in the OU tree, and disable assigning and editing functions for roles that are not available for all selected users. However, moving users or Custom Roles afterwards in the OU tree might lead to a non-path reference. Once Custom Roles with non-path reference are removed from individual users, it is not possible to assign them again in Roles User Settings.
☝ KNOWN ISSUE: The Non-path Reference warning is currently not shown in the Roles tab. This is a known issue and subject for future improvement.
The following roles are read-only (grey) and can not be edited, applied, or deleted:
- Nimbus Service Agent
- Nimbus Service Owner
- Team Member
- Team Owner
- Team Owner Limited
💡 Note that the Supervisor role can only be assigned when all users have a Contact Center license. If a selected user doesn't have a Contact Center license, the Supervisor role can only be removed.
🔎 Learn more on Portal Roles.
Read-only (grey), different (yellow) and equal (green) roles and OUs are shown color coded:
If not all users have access to a custom role due to the OU access concept, assigning and editing the role is disabled. In this case, the role can only be removed:
After adding a role to all users, at least one OU needs to be selected. The bulk edited users will then have the role for the selected OU(s). Yellow marked OUs can be added to all users by clicking edit and selecting the respective OU:
Details Popup
After saving your changes, you can have a look at the change details by clicking Details on the bottom of the page:
The change details show which users have been assigned which roles for which OUs with the bulk operation:
Changes can also be looked up in Operations > Change History.
🔎 Also see Roles User Settings, Portal Roles, and Admin Roles.
Skills
Skills Tab
✅Precondition: Users all must have a Contact Center license.
While Bulk Editing Skills for your users, knowing the Organization Units (OU) concept is essential. Both skills and users are placed in the OU tree. As you select multiple users for Bulk Editing, Nimbus will check the individual user's position in the OU tree, and form a cut quantity of skills available to all of them.
This will lead to the following color codes:
- A equal (green) skill is available and already applied for all selected users. You can remove it if needed.
- A different (yellow) skill can be added to all users IF their OU allows to “see” that skill (OU reading along the path rule). Otherwise the skill will be marked with a “Non-path reference” warning → See Learnings below.
- Read-only (grey) skills should not exist in this view.
💡By design: Skill level adjustment “per-user” outside of Bulk Edit
While Skills and Responsibilities can be added in bulk, their adjustable levels remain individual per user. This is due to the fact skills skills of the same “type” can still have levels enabled that may be user-specific (e.g. based on call scenario, service called or performance expectancy of that user).
✅ Recommended follow-up steps:
- After Bulk Editing skills on multiple users, coordinate with other (OU) Admins to access the → User Administration > Skills User Settings to check the level adjustments on those skills.
- Also don't forget that new skills must be part of your service's Distribution Policies to be considered for task distribution.
LEARNINGS: Organization Units and Non-Path References
Skills are a great Bulk Editing example to explain Organization Units. Let's assume you have a set of “regional” skills like a specific language proficiency or category for “generic” skills such as “Being a good listener”:
- Regional skills, e.g. “German language" (or sentiment, local needs) knowledge, may only be important for your European service division, so the skill may be placed in a Organization Unit “Service Team Europe”.
- Generic skills like “Good listener” are not applicable for one particular service, so you make it available tenant-wide (on your highest tenant level OU).
💡Outcome: If two users from different teams (and their specific OUs) are being bulk edited, both might access the “Generic” skill, but only one user may see the “European” regional skill as they are also in OU “Service Team Europe”. Another user - e.g. placed in OU “Service Team America” - would be excluded from accessing "European" skillsets.
☝Important: When changing user Organization Units in bulk, you may generate a lot of these NPR warnings.
🤔What are Non-Path Reference warnings (NPR)?
In short, Nimbus is warning you that a configured entity (in this case: a skill) is not accessible to all your selected users. This may also be the case when the skill itself was moved to a different OU. Existing users still have access to this (moved) skill, even though they shouldn't have it anymore.
💡Learning: Skills (same as other selectable entities in the UI) with NPR warnings can only be removed.
🤔How can I resolve skill NPR warnings?
Regardless of what entity you edit (Users, Services, Workflows), they all are assigned to one Organization Unit. Any change in that OU placement may break the reading rule and generate a warning. To resolve this issue, you can:
- Place a skill higher in the OU tree, so that more users can access it.
- Rethink your OU tree, e.g. having a common OU for all your shared service resources.
💡Learning: Changing the OU of to entities referring each other can cause an NPR warning.
✅ Follow-Up: When changing Skills in bulk, don't forget that a Portal user (e.g. the team owner) needs to assign skill levels for these users. This is done in Skills User Settings
Profiles
Profiles Tab
✅Precondition: Users all must have a Contact Center license.
Responsibility Profiles - as part as the Contact Center feature - can also be managed in Bulk. We'll explain how you can approach this with the following example steps:
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Inspect Profile differences - Multiple users may use the same profiles, shown in regular font. Differences in profiles are are greyed out. Here you can observe additional details:
- 💡Different Columns (yellow) - When profiles already exist on all selected users, differences are highlighted in yellow.
- 💡Inactive Add/Delete buttons - Keep in mind that each one “Duty” and “Off Duty” profile comes as a default which cannot be deleted from a user.
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Equalize missing profiles - A profile hat is available to one User A can be added to a User B via the Add-button in the corresponding column.
- 💡Note that more profiles get listed as you select more users.
- 💡You can also add entire new profiles via the “Add” button on the column top.
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Equalize profile settings - Columns for “Default” and “Active” can be adjusted once profiles are added to all users.
- 💡You can individually equalize the columns “Default” and “Active” or keep their differences.
- 💡Settings from greyed out “Different” profiles will not be affected.
N/A Reasons
N/A Reasons Tab
✅Precondition: Users all must have a Contact Center license.
Not Available Reasons (NAR) are configurable Nimbus Features reasons that users can select in Nimbus portal when being unavailable for calls. During Bulk Editing, the NAR listed in the UI are applied for all users in the order specified. It is important to note:
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Feature difference (yellow toggle): If NAR were never enabled for one or multiple users, the toggle is shown in yellow.
You need to confirm enabling this feature via toggle first before you can continue editing.
⮑The NAR toggle will now turn green to signal that you enabled and configure NAR for all users. -
Feature equal, but reasons mismatching (yellow reasons): If NAR were already enabled for users, but the NAR reasons mismatch, the FIRST selected user for Bulk Editing acts as template for the amount and order of NAR.
You need to confirm the current NAR choice and order via “Apply to All” first before you can make further changes on their ordering.
⮑ The NAR section border will turn green to signal that your NAR choice is now applied.
LEARNINGS: Not Available Reasons
- Enabling Not Available Reasons is a 2-staged process, the feature itself and the actual NAR items with their ordering.
- The first user with already enabled NAR acts as “template” for other users.
💡Good to know: In either case you can still review and confirm your choice with “Save”, so make adjustments as you need. → As you save your choice all users get the NAR applied in their Nimbus Portal immediately.
Interact
Interact Tab
✅Precondition: Users all must have an Interact license. If users have an Interact license, but not enabled yet, the toggle may appear yellow.
Once active, Bulk Editing Interact features can adjusted and are indicated using color codes:
- A equal (green) setting is indicated green underlined. Note that a toggle can be “Inactive” but still underlined green to showcase that this setting applies for all users.
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A different (yellow) setting indicates differences in this setting.
- You can accept this state to not change anything for your users OR click the toggle to change it for every user.
- 💡 A note on different Interact Domain Templates (CORS): These templates whitelist domains that are allowed to contact this user via Interact. If you are uncertain if all users should use the same template, leave the “Restrict Access” setting as-is and read Use Case - Setting Up Interact first.
Assistant
Assistant Tab
✅Precondition: Users all must have an Assistant license.
Once active, Bulk Editing Assistant features - primarily Direct Call Templates - can be adjusted and are indicated using color codes:
- A equal (green) border indicates that templates and their order of execution is matching among all users.
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A different (yellow) setting indicates differences in applied templates.
You need to confirm the current Direct Call Templates choice and order via “Apply to All” first before you can make further changes on their ordering.
⮑ The section border will turn green to signal that your Template choice is now applied to all users.
