Nimbus Features

Note

Features exclusively available in Enterprise Routing or Contact Center are marked accordingly throughout the pages and chapters in our Knowledge Base.

 

Features by service type

 

Licenses

Advanced Routing

Enterprise Routing

Contact Center

Modalities

Audio / Video Call Handling

Instant Message (Private PreviewChat Handling

Distribution and Handling of External Tasks

Workflow Activities
Accept Conversation
Announcement
Input Customer
Collect Information
Play Music
Disconnect Conversation
Voice Message
Transfer
Save to Parameter
Check Opening Hours
Availability Based Routing
Get Available Users
Check Parameter (Parameter-based Routing)
Wait for Parameter (e.g. external updates)
Get Queue Position
Queue
Queue Task
Check Task
Cancel Task
Distribution Priority

Call Distribution Workflow Activity Options
Broadcast
Pickup
Direct
Workflows and related Features
Basic Call Templates
User Input
IVR Transfer Templates
Opening Hours 
Context and Codes
Tags
Primary and Secondary Codes
Context URLs
User Custom Parameters
System Fields and Parameters
Service Features
After Call Work (ACW)

Outbound Service Call / Call On Behalf
Persistent RONA State

Service-specific Task Priority 

Configurable Service Call Templates Actions

Service User Assignment Type
None (IVR / Front Services)
Microsoft Teams (Team-based)
Skill-Based call distribution with Distribution Policies

Preferred- and Last User Routing with Distribution Policies

User Features
Assign Skills and Responsibilities

Define individual Responsibility Profiles for users 

Custom Duty States (via Assistant)

Access to Nimbus User State Reporting

Dedicated Supervisor / Reporting Roles

Configurable Direct Call Template Actions

🔍 See Assistant below

🔍 See Assistant below 🔍 See Assistant below
Monitoring and Reporting Features
Nimbus Personal App in MS Teams
Service Team Dashboard
Service Owner KPI Personal Dashboards

Administrator-managed Non Personal Dashboards

Service Call Supervision within the Dashboard

Service Team Reporting
Historical Sessions Overview page
Options and Integrations
Power BI Data Connector and Template
Microsoft Power Automate Connector
Addons

➕ Optional User License

Allows the user to act as a front-desk operator.

The Attendant Console UI grants access to an extended Address Book search and allows for extended Call Handling scenarios (e.g. Safe and Blind transfer). Additional features include customizable contact groups with note-taking capabilities.

 

☝ Activating this feature can result in additional license cost. Learn more on our Attendant solution page and get in contact with your Luware sales representative if you require further information or a demonstration of features.

Attendant Console can be activated via User Administration per user.

 
Interact

➕ Optional Service / User License

Allows embedding direct customer interaction widgets on your website, without the need of additional software.

☝ Activating this feature can result in additional license cost. Learn more on our Interact Solution page and get in contact with your Luware sales representative if you require further information or a demonstration of features.

 

Interact can be activated via User Administration or Service Administration for individual users and services respectively.

 

➕Optional User License

Allows opening context or triggering web requests (e.g. to external CRM APIs) on direct or service calls. Requests can be individualized per user & service by using by assigning call and service templates that execute actions in a specified order.

 

When installed as local app, Nimbus Assistant works directly with MS Teams without the need to have Nimbus open. The standalone app reacts to direct calls making an association with Nimbus services optional.

 

☝ Activating this feature can result in additional license cost. Get in contact with your Luware sales representative if you require further information or a demonstration of features.

 

Nimbus Assistant can be activated via User Administration per user. 

 

Compliance Recording

➕Additionally Licensed Option

Can be activated by Luware, catered to your regulatory compliance recording requirements. Recording works independently on your tenant and is not restricted to just Nimbus services.

 

🔍 Learn more on our Solutions page and get in contact with your Luware sales representative if you require further information or a demonstration of features.

 

Picking your service license

🔍 Service type licenses are selected via the Service Administration.

 

Refer to the table below to learn about the differences in service licensing.

INC Nimbus Service Types

  Advanced Routing Enterprise Routing Contact Center
Description By default, Nimbus is provisioned as an "Advanced Routing" service. Enterprise Routing offers more workflow flexibility and additional call context support. Contact Center offers skill-based routing outside of single-service constraints with high user flexibility. Prioritize your calls to create VIP- and Emergency hotlines.
Target audience Collaborative teams and customer services requiring flexibility with minimal setup effort. Extended teams with dedicated support and sales capabilities, tied into external CRM / Service Desk systems. Contact Centers or Priority Services with "Agents" that are capable of handling specialized tasks regardless of customer time zone or service called.
Configurable Nimbus Features
  • User groups and service users are directly tied into the channel system of MS Teams and sync automatically.
  • For each of your services, you can freely configure Opening Hours and Workflows.
  • Each user gets easy access to the Nimbus Personal App and Nimbus Teams Tab, seamlessly integrated into the MS Teams client experience.
  • Enables customizable agents with indivdiual Responsibility Profiles.
  • Define dynamic teams based on skills and advanced User Roles instead of relying on fixed MS Teams / Member / Owner structures.
  • Access to customizable Dashboards with individual widgets and filters for KPI monitoring.
  • Allows for After-Call-Work (ACW) to shield users from further tasks, configured individually in the Distribution Service Settings.
  • Enables User States tracking for extended Reporting capabilities.
Call distribution
  • Based on the "QueueWorkflow settings and user presence status.
  • Tasks are distributed to all users equally (round-robin, longest-idle first).
  • Workflows allow flexible routing between services, each with their own distribution type, IVR, and set of opening hours.
  • Adds dynamic task handling to workflows. Allows checking and reacting to a caller's queue status, e.g. to re-distribute long-waiting tasks to backup services.
  • Optionally, tasks can be handled on a "first-to-pick-up" basis for higher throughput.
  • Enables skill-based user routing. Freely allows you to define your Skills and Responsibilities as criteria for call distribution.
  • Calls are distributed based on Distribution Policies in your services which ensure that users with the matching skills are pooled dynamically.

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