My Sessions

Daily personal interaction with Nimbus services

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)
  • 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 dis- 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.

 
My Sessions tab showing previous interactions, caller details and context

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 depends if you're a "user" (team member) of that service. Incoming tasks will be listed accross 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 chapter 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.
 
“Sessions” widget overview
Widget Area of Interest Description
Sessions



 
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 incoming/ live call sesson:

  • Yellow pulsing icon - Incoming Calls
  • Green pulsing icon - Connected Calls
Task Result 
(colored border on Session entry)

Indicates the session outcome:

  • Green - Call was accepted by user
  • Red - Call was actively declined by user
  • Yellow RONA (Call was returned to queue as target user did not answer in time)
  • Grey - Abandoned by customer (before user was able to accept)

💡 Tip: When clicking on the session, the “Result” widgt also updates accordingly.

(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 onceThis is by reporting model design (as saving concludes a session timestamp) 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. 

Session 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 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.

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)

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":

  • 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

Widget with Website content

Enterprise Routing - 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
 

Pulldown Selector

Enterprise Routing - 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


 

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 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:

Show which fields are supported by search

INC Supported User Search Fields

Required 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.
🔍 Fields additionally support "CONTAINS" as search operator. Example: Searching for 'cha' will not only find 'Chadwick' but also 'Michael' 
➕ These fields support Filter capabilities which can be used to narrow down a contact search in Attendant Console.


☝ 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.

 
Searchable Field Nimbus   
Address Books
O365   
Tenant Directory
Exchange   
(User Address Book)
Notes
Id       Nimbus internal entity ID
External.Id       ID the system where the entry was imported from.
Display Name ✅ 🔍 ✅  ✅ 🔍 Firstname / Lastname combination
Given Name   ✅    First name
First Name ✅ 🔍     First name
Last Name ✅ 🔍     Last / Family name
Initials ✅ 🔍     Initials (e.g. "JK")
Surname   ✅    Surname
Mail ✅ 🔍 ✅  Email Address
User Principal Name ✅ 🔍 ✅    Consists of: user name (logon name), separator (the @ symbol) and domain name (UPN suffix)
Job Title ✅ 🔍 ➕  ✅ ➕ ✅ 🔍 ➕ Job Title
Business Phones ✅ 🔍     Business Phone
Home Phones ✅ 🔍      Home Phone
Mobile Phones ✅ 🔍     Mobile Phone
IM Address ✅ 🔍     IM SIP Address
Street ✅ 🔍     Streed Address
City ✅ 🔍 ✅ ✅ ➕   Code and City
Company ✅ 🔍 ✅   ✅ ➕ ☝ Company 
Country ✅ 🔍 ➕ ✅ ➕   Country of Origin
Department ✅ 🔍 ➕ ✅ ➕ ✅ ➕ ☝ Department
State ✅ 🔍 ➕ ✅ ➕   State
Postal Code ✅ 🔍     Postal Code
Picture, binary       User Picture
External.CustomField1-10       Custom Field

 

 

 

 

 

 

 
 

💡 Note that this widget will not be shown on historic sessions or when there is no ongoing interaction with a customer.

 

  1. Use the search to narrow down the contacts. 
  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)

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