INC Public Preview Beta Feature
This feature is in PREVIEW and may not yet be available to all customers. Functionality, scope and design may change considerably.
Nimbus Call vs. Direct Call
In Nimbus, most calls are managed through structured workflows that include routing, queuing, and logging to ensure efficient handling and complete visibility in reporting. However, not all communication follows these workflows. Sometimes, customers reach out to team members directly in Microsoft Teams, bypassing Nimbus routing. These Direct Calls enable immediate, private, person-to-person conversations, but they don't appear in reporting by default, causing gaps in performance tracking.
Direct Call Reporting addresses this scenario, closing the gap between reporting Nimbus Calls and Direct Calls. The feature extends Nimbus reporting capabilities by tracking person-to-person Teams calls outside of Nimbus and making them visible in reporting.
Good to know
Direct Calls differ from Nimbus Calls in many aspects: They don't follow Nimbus routing, queuing, and IVR processes. Instead of being managed through a Nimbus workflow, Direct Calls connect one user to another immediately and privately within Microsoft Teams.
How Direct Call Reporting Works
- When a direct Teams call takes place, Microsoft automatically tracks the interaction and stores the details in a Graph database.
- To authorize processing of this data and make it available in Nimbus reporting, the Tenant Administrator must toggle the feature on and run Provisioning script.
💡 The Provisioning Script sets the necessary permissions for Nimbus to access the information for direct calls on behalf of the Tenant. - Direct call information related to Nimbus users, is identified, processed, and brought into the existing Nimbus data model, enabling Nimbus to generate KPIs.
- The processed direct call information and pertinent KPIs are then made available via the OData API already available for Nimbus reporting.
Key Benefits of Direct Call Reporting
- Complete visibility into all communication activity involving Nimbus users (Nimbus and Teams Direct Calls).
- Holistic reporting that supports better capacity planning and decision making.
- Enhanced transparency into time spent on direct customer interactions.
Enabling Direct Call Reporting
✅ You must be a Tenant Administrator to enable Direct Call Reporting.
☝️Prior to enabling Direct Call Reporting, make sure to properly inform all affected users and have their explicit consent where required.
- The Tenant Administrator must toggle on “Persist MS Teams Direct Calls in Reporting” within the Data Privacy Tenant Settings:
- Once enabled, the Provisioning script must be run to grant Nimbus the required permissions.
🔎 You can find the Provisioning script in User Preferences (Admin) > Resources. - The feature now captures Direct Call date from the Microsoft Graph API for each Nimbus user.
💡Note that, there might be a delay of up to 150 minutes before the data is made available by Microsoft. - The Direct Call data is extracted, processed and integrated into the existing Nimbus Historical Reporting Model and visible to the respective User Supervisors. The Tenant Administrator has access to all Direct Calls data.
Data Access Restrictions
- Limited data access - Direct Call Reporting data is only available to respective User Supervisors or the Nimbus Tenant Administrator.
- Direct Call reporting is only accessible via OData.
When you disable Direct Call Reporting, the system will not collect any MS Teams data related to any Nimbus user. However, …
…previously collected MS Teams data related to current or past Nimbus users will continue to persist in the storage unless and until expressly requested to handle differently, for example, upon explicit Data Privacy request (e.g. right to be forgotten, deletion request, etc.).
…the previously recorded Direct Call data continues to be exposed to the OData.
Data Integration
Captured data is exposed through OData, enabling seamless integration with the existing Reporting Model and flexible analytics tools. You are free to use the data as you need to get visibility into user communications for compliance, productivity, and customer analysis. Direct Call Data is written into the existing User Sessions table. Only a subset of relevant are populated for Direct Calls.
Who can see Direct Call Reporting KPIs?
A User Supervisor can view the Direct Call User Sessions of the users they supervise, based on the users’ Organizational Unit (OU). Access is determined by the supervisory relationship at the time of the data read request.
For example, while User X is in OU A, they are supervised by User Supervisor A and as such User Supervisor A can see all Direct Calls for this user (past or present) irrespective of the OU the user was at the time of the Direct Call.
If the user later moves under User Supervisor B (OU B), the previous User Supervisor A will lose all access to all Direct Call records for User X while User Supervisor B will gain access to all Direct Call records (past and present) for the user who relocated under their supervision.
💡Tenant Admins have access to all Direct Call data for all users. Only Direct Call User Sessions are exposed to the User Supervisor. Nimbus-routed User Sessions will never be exposed to the User Supervisor.
🔎Also see Reporting Roles.
Limitations
Known Direct Call Reporting Limitations
- Direct Call data is currently only exposed in User Sessions via OData and not shown in the Nimbus UI.
- Direct Calls data can take up to 150 minutes to become available from Microsoft. See: Microsoft Graph Call Records API FAQ - Microsoft Graph | Microsoft Learn
🔎The following pages include tables and additional information related to Direct Calls: