User Features
General (Administrative) User Features |
 |
| Nimbus Personal App in MS Teams (when Nimbus App Manifest is provisioned) | ✔️ |
| Change History tracking of configuration and setting changes3 | ✔️ |
| Customer Insights to concluded Nimbus Reporting Sessions1,2 | ✔️ |
| Task Management, inspection and removal3 | ✔️ |
| Task Parallelization and Parking option, individually adjustable to enabled Service Modalities. | ✔️ |
| Custom Roles with individually configurable permissions | ✔️ |
| UI Profiles for an individualized Portal UI experience | ✔️ |
| Nimbus Companion Interface chat access for in-product AI-driven Knowledge Assistant. | ✔️ |
1 Available to users in a Supervisor Portal Role.
2 Available to users in a Team / Service Owner Portal Role.
3 Available to users in a Tenant Admin Role.
Contact Center
Contact Center - User1 Features |
 |
| User-individual Skills and Responsibilities2 | ✔️ |
| Individually assigned Responsibility Profiles for users2 | ✔️ |
| Custom (on / off) Duty States | ✔️ |
| Access to Personal Dashboards2 | ✔️ |
| Service Supervisor Roles for Dashboard Supervision2 | ✔️ |
| Access to extended User State Reporting in Power BI3 | ✔️ |
| Responsibility Profile and presence-driven “time-in-status” monitoring and Dashboard Supervision widgets.3 | ✔️ |
| Nimbus Assistant for Contact Centers, with extended Call Status, Info Toasts and Context display.4 | ✔️ |
1 Requires a “Contact Center” license to be assigned to the user.
2 Also requires a Contact Center license on the Service to configure the related features.
3 Available to Users in respective “User / Service Supervisor” Reporting Roles.
4 Nimbus Assistant allows for a user-specific, customizable context experience (e.g. by using Direct Templates). Assistant is installed as local App, handling incoming task notifications even while Nimbus is not in focus. Core task handling features in all modalities remain in Nimbus Portal, to which Assistant will provide deep links.
Interact
Interact - User Features |
 |
| Interact - direct website to user interaction without service requirement (only: AV2 IM3 modality) | ✔️ |
1 Interact is a separate user license. If no direct user interaction is required, Interact can also be licensed as a service addon.
2 The Audio/Video modality is always enabled for services and can be routed to users directly via Interact. Any unwanted direct AV interaction can be blocked in the Interact Service Settings to prevent customer circumventing any service queues.
3 When the Instant Messaging modality is disabled on the service, the user can still handle directly incoming instant messages when the Interact license is assigned and IM is enabled in Interact Service Settings.
Attendant
Attendant - User1 Features |
 |
| Attendant Console personal UI for task handling, Contact Group management, taking notes and extended user search | ✔️ |
| Blind Transfer call scenario support | ✔️ |
| Consultation Call call scenario support | ✔️ |
| Safe Transfer call scenario support | ✔️ |
| Service Transfer call scenario support | ✔️ |
| Hold and Retrieve call scenario support | ✔️ |
| Park and Unpark support when handling multiple Tasks in parallel | ✔️ |
| Transfer and Consultation actions for callback tasks | ✔️ |
1 Requires a separate “Attendant” license assigned to users.
Assistant
|
Assistant - Supported Features
|
Assistant in Nimbus User Portal (Web Browser) |
Client Assistant (Locally installed App) |
|
|
✔️ | |
|
|
✔️ | |
|
|
✔️ | |
|
Call Flow (Incoming / Outgoing caller route) |
💡Via My Sessions and Attendant Console | ✔️ |
Call On Behalf 1 |
💡Via “Call on Behalf” popup in Nimbus UI | ✔️ |
|
Click to Call
|
💡Via My Sessions and Attendant Console | ✔️ |
|
Open Context in Browser 1 (see Conversation Context) |
💡Via My Sessions | ✔️ |
|
Web Requests (see Service Call Templates / Direct Call Templates) |
✔️ | |
|
Switch Duty States 2 (see Responsibility Profiles) |
✔️ | ✔️ |
After-Call Work 2 |
💡Via My Sessions | ✔️ |
Codes and Tags 1 |
💡Via My Sessions | ✔️ |
|
Manage RONA Status
|
✔️ | ✔️ |
(see User Administration > N/A Reasons) |
✔️ | |
| 💡Via My Sessions and Attendant Console | ✔️ | |
|
Email Tasks 2
|
💡Via My Sessions | ✔️ 💡Handling in My Sessions |
|
Instant Messaging Tasks 2 or 3
|
💡Via My Sessions and Attendant Console | ✔️ |
| Task Parallelization and Task Parking | 💡Parked tasks are handled in My Sessions or Attendant Console | ✔️ 💡Parked tasks are handled in My Sessions or Attendant Console |
1 Requires Enterprise or Contact Center Service license.
2 Requires Contact Center Service license.
3 Requires Contact Center User license.
Companion
Companion - Nimbus Admin Portal
AI driven features, that help administrate your Nimbus cluster, for example by providing AI-driven guidance and instructions.
Companion1 Features |
Description |  |
| Companion Interface with Knowledge Assistant | Access to the “Knowledge Assistant” interface, which directly answers product-related questions, based on official Nimbus documentation. | ✔️ |
|
Companion Interface with Configuration Assistant |
The Companion Interface can also leverage a NImbus Configuration Assistant which can help with certain configuration scenarios4 such as setting up Virtual Users for Nimbus AI service bots. | ✔️ |
Companion - Nimbus User Portal
AI driven settings and features, that help improve your service's overall performance, for example by assisting Nimbus Users with AI-driven context, Live Caption, or Transcription functions.
Companion2 Features |
Description | |
| Companion Interface with Knowledge Assistant | Access to the “Knowledge Assistant” interface, which directly answers product-related questions, based on official Nimbus documentation. | ✔️ |
| Transcription | Automatic historic Transcription of calls | ✔️ |
| Summarization | AI-driven summarization of the interaction e.g., recap, issue, resolution | ✔️ |
| Codes Suggestion | Automatic code suggestions based on configured context fields. | ✔️ |
| Tags Suggestion | Automatic tag suggestions based on previous transcription context. | ✔️ |
| Auto-assign Tags and Codes | Automatic assignment of Codes and/or Tags once a confidence threshold is reached, without requiring manual suggestion review. | ✔️ |
| Live Caption3 | Automatic live captioning of ongoing customer/user interactions, requires Transcription | ✔️ |
1 All Companion Admin Portal features can be accessed by users in Admin Roles.
2 All Companion User Portal features that involve Service interactions require an Enterprise or Contact Center license on the Service, and a Companion license on the User. Usage requires Tenant Admin consent in Data Privacy Tenant Settings for the usage of Companion AI Features. Enabling the feature will invite a Nimbus bot to sessions in order to create a transcript of the interaction between customer, user and/or other 3rd-party participants, AI-driven bots and consultants. Configuration is done in Companion Service Settings and Extension Service Settings.
3 Live Caption is currently part of the Companion license. It will be a separate license in the near future.
4 Configuration Assistant capabilities respect the currently logged-in user permissions.
Modalities
Modalities are configured channels of communication that Nimbus allows and tracks for Reporting purposes. When a modality is disabled, Nimbus services or users cannot be contacted via this method. Once enabled, a modality allows either website-direct3 and / or service-based Task Queue and Distribution to service team users1 via the following channels:
| Audio/Video3 | Enables the user to handle Audio/Video tasks from services or directly.💡Enabled per default, cannot be unassigned. |
| Instant Messaging2,3 | Enables the user to handle Instant Messaging tasks from services or directly. |
| External Task2 | Enables the user to handle External Tasks from services. |
| Email2 | Enables the user to handle Email tasks from services. |
1 Modalities can be toggled on/off individually per user account, effectively enabling or preventing task handling within that channel.
2 Requires a Contact Center license on the service. Modalities and related workflows are configured individually per Modality Service Settings.
3 When using Nimbus Interact, direct company-website-to-user interaction is supported. This bypasses a service queue. Learn more by visiting our Use Case - Setting Up Interact.