My Sessions

BEFORE YOU START

✅ Features of this view can be toggled on or off within the Service Settings > Extensions Tab. Due to this your view may vary from the screenshots shown below.

💡 The "My Sessions" Tab will remain dormant when you are not part of any Nimbus conversation. When a customer is calling any team you are a "active" member of the tab will show content.

 

Overview

The "My Sessions" tab provides information on both your current and past user sessions.

In here you can:

  • View session entries of both "Accepted" and "Missed" calls (RONA, Declined, Cancelled)
  • Add Codes or descriptive Tags on entries are marked with <🔍>
  • Inspect additional Conversation Context –either as embedded widget or opened as separate tabs (while Nimbus "My Sessions" is open in your browser).

"My Sessions" Tab showing previous interactions. Note: mockup screenshot

PLEASE NOTE

This is a mockup-screenshot. Your "My Sessions" view may vary based on:

 

Areas and Widgets

Note: Widgets might not be shown in your view unless enabled in your Extension Service Settings.

Area Area of Interest Description
Interactions 



 
Listing and Search

A list of your most recent interactions. 💡 Use the search on top to narrow entries down.

Each entry shows: 

  • The call resolution (outcome), as indicated by color of the border
  • The call direction (inbound, outbound, call-as)
  • The modality (video/audio calls or chat)
  • The service called
  • Date and Time of the interaction

💡 Tip: You can click on interactions marked with an 🔍 to conclude work on them, e.g. by adding Codes.

Pulsing Icon

Indicates icoming/ live call sesson:

  • Yellow pulsng icon - Incoming Calls
  • Green pulsing icon - Connected Calls
Colored bar 
(left border)

Indicates the session outcome:

  • Green - Accepted Calls
  • Red - Declined Calls
  • Yellow RONA (Call returned on no answer by the target
  • Grey - Abandoned by the caller (before call was taken)
🔍 Info Icon

Indicates that the call session interaction is still "open" and can be resolved. You can complete the session by adding Codes and/or Tags. → See Codes / Tags in table below.

Please note that missing entries can only be saved once. This is by reporting model design (saving concludes a session) and cannot be changed.

 

To complete an interaction:

  1. Click on a "🔍"-marked entry in the Interactions list
  2. Do necessary updates (e.g. add Codes and Tags to mark sales or call conclusions) .

Click on "Save" → The info icon disappears to indicate that the task is done. 

Caller Details 
(Info Area) 


 
Caller Information

Will display additional details about the caller, based the following sources:

  • Your Tenant User Directory. 💡 Note that this only identifies internal users via UserID, not PSTN numbers.
  • Additional information retrieved via Microsoft Power Automate Connector, which can also read and update existing Address Books defined within Nimbus. 

 Learn more...

You can use either the the "GetContact" Flow Action the Microsoft Power Automate Connector, which can retrieve Nimbus Address Books details.

AND/OR 

Use the Microsoft Power Automate Connector to connect to any external source (e.g. your own CRM or an Excel Sheet) and retrieve the caller details therein. Below is a selection of related Power Automate Use Cases on this topic:

Name and Goal of the Use Case UCID
Use Case - Caller Information from Graph UC  NIMB 010
Use Case - Adding external Address Books via Power Automate UC  NIMB 013
Use Case - Looking up caller data from a simple Excel list UC  NIMB 017
Use Case - Looking up caller data from a simple Excel list UC  NIMB 021
Use Case - Working with Blacklists or Whitelists in Nimbus UC  NIMB 024
Use Case - Looking up a caller to open Dynamics 365 contact context UC  NIMB 029
Use Case - Looking up caller information in HubSpot UC  NIMB 035
Use Case - Looking up caller information from Zendesk UC  NIMB 036
Use Case - Creating an IVR Ticket Service with Zendesk UC  NIMB 037
Use Case - Looking up caller information in BSI CRM UC  NIMB 061
Use Case - Set preferred agent from CRM UC  NIMB 064
 
 

💡 If no external or internal match is found, a caller is shown as anonymous or without additional information. Nimbus will attempt to retrieve details with every call and does not permanently store or cache caller information due to data privacy reasons.

Google Maps Location
  • An available a google-maps location will be shown based on either the address or IP information of the caller. Depending on the available info this map will provide more specific or general details.

 

Portal Context
  • Context can consist of dynamically generated URLS, e.g. from caller and session details, e.g. for usage of a 3rd-party CRM or Ticketing system.
  • When running Nimbus in your browser, tabs with context should open automatically. When clicked the "Portal Context" link opens all configured Context tabs simultaneously.

✅ Preconditions:

  • Note that Portal Conversation Context needs to be configured and applied via Extension Service Settings in order to be visible in My Sessions. Tabs will be opened in the order specified.
  • To ensure that this feature works as intended, make sure that Microsoft Teams and Nimbus URLs are excempt from any pop-up blockers. 
     

🔍 Context can be greatly expanded by using the Microsoft Power Automate Connector. Read our related Use Case - Defining and using Conversation Context for a simple hands-on example and check out our List of Use Cases for more inspiration.

DATA DISPLAY LIMITATION (BY DESIGN)

Caller details are provided for ongoing calls only, as the info is retrieved live from data sources such as your CRM or other databases (e.g by using the Nimbus Power Automate Connector).

In consequence, historical entries in the "Interactions" list may show no caller information at all , as Nimbus does not permanently store customer-sensitive data in its own databases due to data compliance reasons.

 
Task Status / Time Display widgets Top row of Widgets

Information widgets on top change based on on the state of the conversation and entry clicked in "Interactions":

  • Result (call session conclusion)
  • Connected Time for accepted calls
  • Queue Time for incoming calls
  • Ring Time for Declined, User-Aborted or Unanswered (RONA) calls
  • Service being called / Used for Outbound Calls

For Outbound Calls sessions widgets show:

  •  Dial Out Time / Ringing Time /Connected Time
  • Service (on behalf of) the user is calling.

Results shown after call termination:

  • Not Accepted (user declines, timeout, or other error codes sent by Microsoft, e.g. busy, offline)
  • User available but didn't pick up in time → RONA status
  • User-Aborted (call terminated by Agent during dialout)
  • Destination Accepted
  • Destination Declined
  • Destination Not Reached

Conversation Context

Enterprise Routing 
r

Widget with Website content

Used to display "Conversation Context" during an incoming or ongoing call. Examples include: 

  • Opening a CRM oder user database which attempts to retrieve caller information based on incoming caller System Fields and Call Parameters.
  • Showing a ticketing system that automatically creates a new entry for each call.
  • Open a helpful website for item lookup, translations, search etc.

💡 This widget will only show contents during an ongoing interaction with a caller.

✅ Note that configured Conversation Context needs to be available to the respective service's Organization Unit and be applied in the Extension Service Settings in order to appear in this widget.

🔍 Context can be greatly expanded by using the Microsoft Power Automate Connector. Read our related Use Case - Defining and using Conversation Context for a simple hands-on example and check out our List of Use Cases for more inspiration.

Codes

Enterprise Routing 
r 
 

Pulldown Selector

Allows you to select from a pre-defined list of Primary and Secondary Codes:

🤔 What are Codes?

  • Codes are defined via Extension Service Settings by any Service Owner. You can agree on and define the codes as you want within your team.
  • Primary / Secondary codes are just for your own distinguishment. These Codes are also separated in Power BI reporting. 

Note: Codes are required to be filled out before you can save an "Interaction". → This will remove the the "🔍" Icon from the Interaction entry and conclude the session result for Reporting.

✅ Codes might not be saved until Extension Service Settings > "Codes & Tags" feature is enabled. This setting also makes the area Context area visible in the UI.

Tags

Enterprise Routing 
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Free text entry field for Tags

Allows you to add descriptive tags to this customer which can act as either reminder or notes for future conversations. 

  • Tags have no functional dependency in Nimbus so you can use them as you like.
  • Tag suggestions will be made as you type, based on existing tags stored from previous calls sessions.

🔍 Tags will be reflected in Power BI reporting templates, allowing you to use them as filter criteria.

Contact Search

Contact List with actions

Allows to perform contact serarches within your Organization during an incoming or ongoing call:

1.Use the search to narrow down the contacts. 

Show which fields are supported by search

Fields covered by Nimbus user search

 
 

2.For each contact you can perform the following actions

  1. Open a MS Teams chat window
  2. Invite the contact to the call (not available when the user is offline or already in a call)

💡 Note that this widget will not be shown when there is no ongoing interaction with a caller.

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