The "My Sessions" tab provides information on both your current and past user sessions. In here you can do the following:
- Interact with the “Sessions” area, which lists tasks and their result Accepted, Declined, Cancelled (by caller), RONA in order of occurrence.
- Add “Codes” or descriptive “Tags” on session entries are marked with (ℹ)
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Via Extension Service Settings (✅ shown when enabled):
- Conversation Context during a call – either as embedded widget – or opened in separate tabs, when Nimbus "My Sessions" is opened in your browser.
- Live Captioning and Transcription features for ongoing calls.
- Caller Map Location and Session Details (if provided by an external CRM, User Directory)
- Contact Search (within available Address Books, O365 Directory
Preconditions and dependencies
✅ Service Owners may freely disable or enable features of “My Sessions” within the Service Settings > Extensions Tab. Due to this your personal view may vary from the screenshots shown below, and can also differ per service, if their settings for “My Sessions” were individualized.
💡"Session Details" contents in ongoing sessions will only be retrieved when you have the Nimbus Power Automate Connector configured to retrieve caller details from a user directory (e.g. CRM, O365, SharePoint List, etc.). When an incoming caller is recognized, only a PSTN/UPN will be shown and other fields are left blank. Refer to our List of Use Cases for various integration scenarios.
💡In a similar fashion, Contacts, Codes and Tags are also part of the (Admin) Configuration and may not show any options until configured by an Admin.
Details and Widgets
✅Note: Widgets might not be shown in your view unless enabled in your Extension Service Settings. See Preconditions above.
Your "My Sessions" view can greatly vary from the mockup above:
- The "My Sessions" Tab will remain dormant when you are not part of any ongoing Nimbus task.
- You can always inspect previous sessions by clicking on them. When a customer is calling any of your service teams, “My Sessions” will show new content.
- Names of services you see in the list depend on whether you're a "user" (team member) of that service. Incoming tasks will be listed across all your services in order of their occurrence.
- The Task type (Modality and Inbound or Outbound direction) each shown as entry in the "Sessions" widget.
- Available caller context, e.g. details, are provided via available Address Books, your Tenant User Directory and the Microsoft Power Automate Connector. Refer to our List of Use Cases for various integration scenarios.
- Your current User State such as RONA, After Call Work as well as a task status on any previously concluded task. See Areas and Widgets section below for details.
- Nimbus Features shown in the Mockup screen are enabled via Extension Service Settings – e.g. additional widgets for Codes, Search, Google Maps and Conversation Context.
Widget | Area of Interest | Description | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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Sessions |
Listing and Search |
A list of your most recent interactions. 💡 Use the search on top to narrow entries down. Each entry shows:
💡 Tip: You can click on interactions marked with an 🔍 to conclude work on them, e.g. by adding Codes. |
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Pulsing Icon |
Indicates incoming/ live call sesson:
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Task Result (colored border on Session entry) |
Indicates the session outcome:
💡 Tip: When clicking on the session, the “Result” widgt also updates accordingly. |
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(ℹ) 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 an entry can only be saved once. This is by reporting model design (as saving concludes a session timestamp) and cannot be changed. To complete an interaction:
Click on "Save" → The info icon disappears to indicate that the task is done. |
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Session Details (Info Area) |
Caller Information | Will display additional details about the caller, based the following sources:
Learn more...You can use the "GetContacts" 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. 🔎 Refer to our List of Use Cases for various integration scenarios. 💡 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. |
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Google Maps Location |
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Portal Context |
✅ Preconditions:
🔍 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. |
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DATA DISPLAY LIMITATION (BY DESIGN)By default, 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, any historical entries in the "Interactions" list may show no caller information at all, as Nimbus does not by itself store customer-sensitive data in its own databases due to data compliance reasons. GDPR To keep caller data on record for a certain retention period, you can enable (opt-in) the “Store Conversation Context Data” option via Extension Service Settings. More infos can be found in the Nimbus Whitepapers in our Documents section. | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Task Status / Time Display widgets |
Top row of Widgets (Result, Connected time) |
Information widgets on top change based on on the state of the conversation and entry clicked in "Interactions":
For Outbound Calls sessions widgets show:
Results shown after call termination:
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Conversation Context |
Widget with Website content |
Enterprise Routing - Used to display "Conversation Context" during an incoming or ongoing call. Examples include:
💡 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. |
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Codes |
Pulldown Selector |
Enterprise Routing - Allows you to select from a pre-defined list of Primary and Secondary Codes:
🤔 What are Codes?
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 Context area visible in the UI. |
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Tags |
Free text entry field for Tags |
Enterprise Routing - Allows you to add descriptive tags to this customer which can act as either reminder or notes for future conversations.
🔍 Tags will be reflected in Power BI reporting templates, allowing you to use them as filter criteria. |
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Transcription | Live Caption during calls, Transcripts of calls |
Transcribes and displays voice during calls (Live Caption) and shows the transcript of made and transcribed call sessions (Transcription). If you have ACW configured, a loading indicator shows the saving process of your session's transcription after after call is ended. Once the final transcript is available, it appears in the Transcription widget and you can use it for your after call work. 💡Note that Live Caption is only shown during ongoing calls. Transcripts can be displayed by clicking on a transcribed session. |
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Contact Search |
Contact List with actions |
Allows you to perform contact searches within your Organization during an incoming or ongoing call: Show which fields are supported by searchINC Supported User Search FieldsRequired Permissions☝ User.Read.All permissions must be granted to use this feature. As a Tenant Admin, head to the Nimbus Portal > User Preferences > Permissions "Tab" > Advanced Search and manage consent for your entire tenant. Read Required User Permissions for more details. Legend ✅ Fields are supported by search. ☝ KNOWN LIMITATION: The search covers the predefined Nimbus Address Books fields, but no custom-fields can currently be searched. We are working to gradually alleviate this situation and make the search experience more consistent.
💡 Note that this widget will not be shown on historic sessions or when there is no ongoing interaction with a customer.
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