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Reporting

The Reporting tab aggregates long-term Service statistics for the currently selected service. Nimbus gathers this historic data in the background and stores it in a database as defined per Reporting Model.

PRECONDITIONS

In order to see meaningful data in this Reporting tab you need the following:

  • A service with at least one "Active" user (either Teams Channel owner or member) to receive and handle Nimbus-distributed tasks.
  • Via the Service Settings: Workflows in place to handle the incoming / outcoing Task Queue and Distribution.
  • At least one productive day of operation to get meaningful aggregated data being shown in this view. You can also make test-calls via General Service Settings to generate first task results.
 
Reporting statistics view for a selected service and its users. Filters can be applied for each widget and data point details are shown on mouseover.

FILTERING

You can get detailed data point details by mousing over the chart areas as shown in the example above.

Use the filter controls to  dynamically adjust the scope (time period) of shown data points:

  • Current Day 
  • Last 48h
  • Last 7 days
  • Last 30 days
 

Service Statistics

This widget collects service team metrics individual for each user. Data is aggregated from multiple productive days, up to 1 month (30days).

Service Statistics widget

The following elements and options are shown:

Widget Area Description

Top Row: KPI Metrics

 

Shows the following Metrics:

  • Tasks - Any incoming or outgoing task handled by a Nimbus
  • Inbound reachability* - Percentage of calls handled by users towards all queued calls
  • Acceptance SLA* - Percentage of calls handled by users in SLA against all calls handled by users
  • Hangup SLA* - Percentage of calls customer hang up in SLA against all hung up calls
  • Queue Time* .- Shows the mean average queue time of incoming calls for the selected time period
  • Connected Time* - Shows the mean average connected time of handled calls for the selected time period

*🔍Visit Nimbus KPI Calculations to learn more on how this metric is calculated.
Bottom Row: Task Results

Shows per-day task results as bar chart for the selected (filtered) time period.

🔍 The chart legend is based on Nimbus KPI metrics:

INC Task Result Legend

Voicemail Call was recorded by workflow as a voice message
Hangup before Accept Caller hung up before Nimbus could answer the call
Hangup in IVR Caller hung up during announcements or IVR prompts before the call entered the queue
Hangup in Queue Caller hung up while on hold
Hangup in IVR after Queue Caller left the queue and then hung up during the following announcements
Hangup by Workflow Workflow has performed the disconnect call action
Accepted by User A Nimbus user has answered the call
Reachability SLA KPI metric, percentage of calls answered by the system or by a user
Acceptance SLA KPI metric, percentage of calls answered within the defined SLA interval
Hangup SLA KPI metric, percentage of calls that the caller hung up before the defined SLA interval had elapsed
Transferred by Workflow Workflow executed the transfer action
Transfer failed Workflow tried to execute the transfer action but failed
Destination Accepted Outbound Task / Calls on behalf: the callee (target) has accepted the call.
Destination Declined Outbound Task / Calls on behalf: the callee (target) has declined the call.
Destination Not Reached Outbound Task / Calls on behalf: the callee (target) did not pick up in time.
User aborted Outbound Task / Calls on behalf: Aborted by user during call during dialout
Lost In Queue Outbound Task / Calls on behalf: When max queue time reached and no attempts left
Cancelled by External System External Task only: Task was cancelled via Dashboard widget or Power Automate
Marked as Handled by User Email only: Task was marked as handled by Nimbus user
Marked as Handled by Workflow Email only: Task was marked as handled by Nimbus workflow
Task Results Legend

 

💡 Tip: You can also click on the legend at the right right hand side to toggle the data points on and off .

Disabling individual metrics by clicking the legend entry

Users Statistics

This widget lists User Sessions and their outcomes. Data is aggregated from multiple productive days, up to 1 month (30days).

User Statistics widget showing detail tooltip

The following elements and options are shown:

Widget Area Definition
Left Column: User (Names) Nimbus service user. 

Right Column: Task Result

(Bars and Numbers)

Shows data bars for accepted / not accepted tasks. A mean average bar is shown as dashed line 

🔍 RONA status is also counted as not accepted.

🔍 A full list of user outcomes can be found under  Nimbus Reporting Model > "Static Dimensions" > "User Session Outcomes"
Bottom: Legend
 

You can click on the legend entries to turn data points on and off.

Disabling task results 

 

Tasks Heatmap

This widget contains a heat-map comparing task resolutions on a 1-4 week scope.

Tasks Heatmap
Widget Area Definition
Left: Weekday (Row)

Sorts and displays the accumulated tasks per day as a filled circle.

 

Bigger circles mean that more tasks (of the filtered "Task resolution Type") have been recorded that day and hour. The circle size is always rendered in relation of smallest to largest amount of tasks counted within the given time period.

 

🔍 In the Nimbus KPI Calculations Tasks outcomes can either be "handled" or "not handled". A comprehensive list can be found under Static Dimensions → "Service / User Session Outcomes". 

🔍Detailed results are not part of the UI, but part of the OData Feed used for the Nimbus Power BI Template.
Bottom: Time of Day (Column) Summarizes tasks in hourly intervals

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