So you've read the Nimbus Features matrix and decided to start a Contact Center service? In this article we guide you through the process step-by-step.

Preconditions

  • A Luware or partner administrator is needed to upgrade your service license. Make sure to get in touch ahead of time for a smooth transition.
  • You require tenant administrator rights to to create and update service settings after the Contact Center features are enabled.
  • In order to make use of skill-based-routing, your user directory needs to be connected to Nimbus in order to search and assign skills to your users. The user directory should already be connected with your first Service Provisioning, so no further actions are required when you add a new Contact Center service.

(info) Good to know: Nimbus only reads from your user directory and associates its internal skill-assignments for later call distribution - based on those skillsets you define. Your company user directory will not require updates or additional fields.

Creating a new service

  1. Head to Service Administration
  2. Click on Create Service
    (info) Note that this service is of "User Assignment Type: None" with 0 users. You will need to assign skill-based Contact Center users manually in a later step below.


Applying the Contact Center license

  1. Now get in contact with Luware or your partner admin and request a Contact Center license to be applied to your new service.
  2. Via the Service Administration your partner admin or a Luware technician will apply the Contact Center license to your new service
    → This will enable related Nimbus Features in your Service Settings
  3. Now it's time to select the users that are available for skill-based distribution in your Contact Center services. Via the User Administration your partner admin or a Luware technician will apply the Contact Center license to the user(s).

    Preparation

    Make sure to have a list of user names and services readily at hand for your partner admin or Luware technician. While we perform those administrative tasks you can already start with the next step.


     (question) Why is this step necessary?

    Both Users and Services need to be marked for Contact Center skill-based distribution. This distinguishes them from any existing (e.g. Teams-based, IVR) services and users therein. Users of an existing team can act as both part of a "Teams" service as well as Contact Center users.

    → Enabling the Contact Center options unlocks User Skills and Levels alongside with other Service Settings covered in the next step.
    → You should also have a list of "Service Owners" and "Service Agents" available. Service Owners have access to settings and reporting metrics while Agents don't. More info on this can be found on Roles and Permissions.

Add users as "Service Agents" and "Service Owners"

(tick) After applying the Contact Center license a tenant admin can access the Service Permissions  If you do not have access, get in contact with your partner admin or Luware technician to perform these steps. 

Please note:

  • You can either assign a user as "Service Agent" OR "Service Owner", not both. Owners can perform Agent tasks.
  • After the configuration was saved, user(s) will get the according Roles and according Permissions granted immediately and see the service in the Nimbus Portal UI, e.g. via My Services.

Assigning Service Agents or Owners

Skill-based distribution explained

In the next steps we will set up skill-based call distribution. If you're unfamiliar with the concept you can learn more below. Otherwise you can skip directly to the next step.

A Contact Center service is defined by combining users from your directory with several administrative Nimbus concepts:

  • Add Users - by retrieving users (synced from your Azure directory) and listing them within Nimbus. 
  • Define Skill Categories and Skills - By default your users are not distinguished Nimbus for a targeted call distribution. To achieve this you need to define User Skills and Levels
    (lightbulb) An example skill category could be "Language proficiency" with levels A1, A2, B1, B2, etc.  A fitting skill in that category could be a language, e.g. "German".
  • Assign Skills to Users - based on the previously defined skills, this must be done for each of your user individually. → the users are now Contact Center-ready.
  • Define distribution profiles - basically a set of "expected" skills to filter our users by. You can define profiles as you like, e.g. escalated by know-how, language or multiple categories.
  • Combine Profiles in a Distribution Policy. Multiple profiles can be combined in a policy - think of a complete "filter set" that is applied in sequential order, based on the call time.
  • Assign Policy to Services - Lastly, in order to take effect in call routing, this policy needs to be assigned to a Contact Center licensed Service type

(info) Good to know: All skill-related items listed above are considered Nimbus data entities that use the Organization Units concept. They can be made visible to only specific services or tenant-wide, allowing their re-use in multiple services simultaneously.

Configuration steps for skill-based distribution

Setting up call distribution

(tick) Before you start, make sure the partner admin or Luware technician has given you the go for the further configuration. → You should now see Contact Center distribution-features become available throughout the Nimbus administration. We'll focus on these concepts one at a time.

Defining skills and categories

(tick) If you haven't set up User Skills and Levels before, it's a good time to start right now:

  1. Open your Configuration Administration > Skill Categories
  2. Define one or several skill categories you want your Contact Center users to be distinguished by.
  3. Add levels where required, e.g. for comparable skills.
    Examples could be: 
    1. Language Proficiency (A1, A2, B1, B2... etc)
    2. Product Skills (Beginner User, Poweruser, Admin, Product Lead)
    3. A generic level category (High, Medium, Low)
  4. You may want to add further categories with no level, e.g. a Category for Soft-Skills
  5. After defining categories, now it's time to add individual skills. Go to Configuration Administration > Skills
  6. Define one or several skills and assign them to their categories.

    (lightbulb) Note that similar skills can now be of the same category. Examples could be: 
    1. German → "Language Skills"
    2. Sales → "People Skills"
    3. Good Listener → "People Skills"
    4. Product A → "Product Skills"

  7. Go to your User Administration and select edit to access user details.

    (lightbulb) Note that a "Skills" Tab is now available for this user once the Contact Center license is enabled.
  8. Add the previously defined skills to the user as needed. 
  9. Repeat for all further users and skills as needed.

Creating a distribution policy

(tick) Your new skills now need to be part of a Distribution Profiles and Policies before they can take action:

  1. Go to Configuration Administration > Distribution Policies
  2. Within the "General" tab, Define a new Policy
  3. Within the "Profiles" tab, define one or several profiles
    (info) The sliders define the required skills which are applied after the set activation time is met.
  4. Add further profiles and/or policies as needed for further services and use cases, then save.

Changing service settings

(tick) Policies take effect only in the services they are applied to. Let's do that now:

  1. Head to your Service Administration > Find your Contact Center licensed service and edit its Service Settings
  2. Within Service Settings, open the "Distribution" Tab.
  3. If not done so before, select User Assignment Type "Skill-based".
    → New options become available. (info) All related fields and options are explained in Service Settings.

    Enabled Skill-based distribution options and apply policy
    1. Apply the Distribution Policy created in the previous step

    2. Adjust Conversation Distribution settings depending on if you want to also include users that are busy or away.
    3. Optionally enable and / or adjust settings such as After Call Work. 

  4. Once satisfied, Save your settings.

Apply pending service changes

(tick) On existing services your changes from the previous on settings should become effective immediately as you save them. However - when your Contact Center service was just created without earlier setup - finalizing steps need to be performed:

  1. Go to Service Administration and access the Service Settings > General tab of your new Contact Center service.
    (lightbulb) Note that when pending changes require Provisioning via Microsoft PowerShell fields are highlighted accordingly.


  2. Make further adjustments to all Service Settings tabs or at least review their parameters.
    (lightbulb) We recommend the following:
    1. Adjust the general service settings, like the outwards-facing name or PSTN number, Opening Hours and SLA (Service Level Agreement).
    2. Set up and apply a Workflow for your service. Otherwise calls will not be accepted. (info) Also read our related Use Case - Creating a Call Workflow
    3. Configure distribution settings, e.g. for "Busy" or "Away" users (which apply even if skill criteria are met).
    4. Add Conversation Context and Codes, e.g. for when you added "After Call Work" in the previous step to be required for your Contact Center users. (info) Also read our related Use Case - Defining and using Codes

  3. Finally, a user with tenant admin permissions needs to run the Provisioning PowerShell script to apply the changes. 
    → If all changes were applied successfully, the "Test Call" button becomes enabled. Make sure to test if the distribution works, maybe together with some other users.
    (tick) Congratulations! Your new Contact Center service should now be reachable.

UCIDUC  NIMB 016