Customer Insights

The Customer Insights view allows Team/Service Owners and Service Supervisors to search for a customer by UPN, email, or phone number and follow the entire task flow in Nimbus by diving deeper into the single Service and User Sessions related to that customer interaction.

PRECONDITIONS

  • The Tenant Administrator must “Enable Customer Overview” within the Data Privacy Tenant Settings.
  • Portal Roles restricted access: This view is limited to Supervisor / Service- & Team Owners. 
  • Limited Data access: The data view is limited to results that include at least one Service the currently signed-in Nimbus User account is allowed to see. 
    → More on this below.
 

☝Restricted Data Access

Note that data access is restricted to the Sessions your currently logged-in User has access to. This means that you may search for Interactions and lists related Service / User entities, but only access data from Services you have access to with your current User account.

Learn more…

Generally accessible are:

  • Date and Time of the selected session.
  • Duration of the selected session.
  • Result of the selected session.

Hidden1 from view – when you are not part of this Session:

  • Search results that do not include at least one Service (Session) accessible to you.
  • User Names of the related Service.
  • Primary & Secondary Codes added by Users in that Session.
  • Tags added by Users in that Session.

1 GDPR Note:  Data is only hidden from observation in this particular view. The underlying data set is not anonymized or altered by Nimbus in any way.

 
 
 

Overview

The Customer Insights view, all related data shown and the terminology is following Nimbus Reporting standards. Each entry in the Interactions lists represents one single Customer interaction (over all areas of the Nimbus system), with any Nimbus User (Agent) or Service. In Nimbus this is considered and summarized as “Unified Session”. Accordingly, single interactions of the Customer with Services and individual Users are called “Service Sessions" and "User Sessions” respectively.

Example: Multiple listed Interactions. A clicked-upon Unified Session (Interaction) entry  will reveal details on all related Service and User Sessions underneath in a collapsible view

In the “Interactions” area you can observe the following details:

Area Description

Entry Search

(1..n entries)

Search functionality to return an initial list of end-to-end interactions (Unified Sessions). You can search for: 

  • Email Addresses
  • Phone Numbers (E.164 format)
  • UPN: User Principal Name, the unique identifier for the user as set in the Microsoft Active Directory

💡Notes:

  • You can search for multiple entries concurrently by pressing return after each entry. 
  • The search is resolved with an OR condition (listing all entries together).
 
Search Filters

A set of filter options1 to reduce the Customer Interaction (Unified Session) results list by:

  • Date - Allows to filter in a range by Start Date/Time and End Date/Time. 
    💡 Uses StartedAt timestamps from Unified Sessions.
  • Initial Modality - Filtered Unified Sessions are shown only of the selected Modality
  • Result - Filters by the Unified Session Result, also known as an “Outcome”2 in the Nimbus Reporting Model.

💡Notes:

  • Filters are AND-combined (all criteria need to apply)
  • More details on how to enable filters are explained under → “Filtering” below.
 

2🔎 For a full set of Outcomes and their descriptions, refer to Static Dimensions > User / Session Outcomes.

Customer Interaction / Unified Session List
(Search results)

A paginated output of the Search results consisting of a list of end-to-end interactions (Unified Sessions) according to the entry searched. 

  • Ordered in chronological order from the most recent to the least recent.
  • Color coded by the IsLastHandled1 flag of the Unified Session.

1🔎Also see: Facts - Columns and Data Types > Unified Sessions.

Unified Session Summary
(Top row of widgets) 

✅ Precondition: One search result is found and clicked upon.


⮑ The Summary shows the following details: 

  • Date & Time - The timestamp when the Unified Session started. → Matches the Date & Time when the first Service Session started.
  • Duration - Duration of the selected Unified Session (end-to-end interaction selected on the left).
    • 💡The overall "Duration" starts from the moment of the first "Accept" Workflow Activity in the first Service Workflow until the last "Disconnect" activity of the last Workflow.
    • 💡Each Service and User-Session below contributes to this duration.
  • Initial Service - The service where the first “Accept” of the .
  • Modality - The Modality (channel of communication) that the Customer used to contact the service.
  • Result - Result (also referred to as Outcome in the Nimbus Reporting Model) of the Unified Session, which is defined by the result of the very last Service Session in the series of Service Sessions contained by the Unified Session. 
Service/User Sessions
(Unified Session drilldown) 

✅ Precondition: One search result entry must be clicked upon. 

💡By default the most recent result is selected. Upon selection, the underlying details of that unified session are shown in chronological order. This visualizes hops made by the customer within the context of that selected unified session (e.g. from Service A to Service B into User Sessions X and Y). 

 

⮑Service / User Sessions details are be shown as follows:

  • Service Sessions: Date & Time, Service (name), User Sessions (count of), IVR Time, Queue Time, Connected Time and Result.
  • User Sessions - If a Service Session contains at least one User Session then a caret handle will appear on the left of that step to enable the user to visualize the underlying User Session(s): Date & Time, User, Ring Time, Connected Time, AWC Time (inclusive of Extended AWC time) and Result.

💡Tip: You can Expand and Collapse all Service Sessions quickly via Expand / Collapse View buttons. A Unified Session can have 1:n Service Sessions while a Service Session can have 1:n User Sessions. Each session is created after a transfer.

User Session details
(User Session drilldown) 

✅ Precondition: One Service Session with at least one User Session must be found via the Search. The Service Session must be expanded and a User Session must be selected as follows:  

  1. Expand the session via the caret handle on the left
  2. Click on a User to learn more about this user session
    ⮑ Details for the selected User Session are displayed: 
    1. Name of the user 
    2. Date & Time when the User Session started
    3. Duration of the Interaction
    4. Final Result
    5. Codes & Tags1

💡Hint: Note that collapsing the expanded Service/User Sessions view will de-select the User Session and therefore it will also close the User Session widget on the right.

 

1Only when configured via Extensions Service Settings and provided by the User during the interaction)

You can learn more about the Nimbus Session model by visiting the following pages: 

  • Nimbus Reporting - An extensive overview on how Nimbus handles and structures various session types. This is a great entry point if you are new to Nimbus.
  • Nimbus Reporting Model - This is a good entry point for BI specialists that want to have a detailed look into the OData Feed of Nimbus, with further details on Unified-, Service- and User session level results.
 

Filtering

INC Filtering

When your current Nimbus view offers filters:

  • Click the filter icon for a filter selection menu.
  • Click on a filter name to directly add it and start.
  • Click the toggles to show or hide a filter.

When filters are already active:

Unless “All” is shown as filter content, your results are filtered.

  • Click ✖ inside a filter to clear its contents.
  • The filter itself will remain available for use.
  • To hide a filter again, use the filter menu. 
    ⮑ Doing so will also clear the filter from your search results.

Known Limitations

KNOWN CUSTOMER INSIGHTS LIMITATIONS

  • Search functionality:
    • Search is currently case sensitive.
    • Search already starts as single items in the search fields are confirmed with return.
    • Search results are cached, so when the user switches Nimbus UI view: 
      • … Pagination of results is not current anymore. 
      • To get the newest data – a new search has to be started manually.
  • Interaction Results:
    • The result of the interaction may not always match with the result of the last Service Session.
 

Table of Contents