User Administration

The "Users" view allows your to search, create and configure Nimbus users. It consists of the following elements:

• A user list with search with search and create options. The availability of Nimbus users is directly tied to your (Azure) user directory. You can search users by common or unique criteria such as @domain or their O365 ID.
• A user detail view, opened when clicking on or creating a user. The view is distinguished by several tabs as explained further below.

User permissions and Licensing

• All Nimbus tenant admins have access to the "Users" management view. However, actions may be limited by the respective Roles and Permissions granted to your user.
• Via this view, licenses may be freely distributed to users , immediately enabling additional Nimbus Features for that user .
• Enabling a feature is usually accompanied with new configuration tabs shown for that user. Each tab is explained in further detail below.

Creating Users

Nimbus distinguishes services by their User assignment type:

• MS Teams-based: Directly tied to your "Teams" the users get automatically added to a Nimbus service
• None: For IVR or first-level redirection services
• Skill-based: Manual skill-assignment from users you add from within your tenant directory.

Good to know

In it's default mode of operation, Nimbus will add users automatically to the user list, synched with your MS Teams structure as any new Nimbus service during Service Provisioning. 

When should I create Nimbus users manually?

Use Case	Description
Contact Center Agent	In case you want to create a Contact Center service without a direct MS Teams "Team" connection you can add users manually by searching within your O365/Azure user directory. By individually a ssigning licenses to those users you enable Skills and Responsibilities for skill-based distribution within any (future) Contact Center service type.
Frontpage Support / First Contact	Some users may not directly participate in a Nimbus service, but use Luware Interact to directly communicate with customers via embedded Website widget. These users need to be added to the Nimbus list before setting up Interact.

Things to note:

• Manually added users will get login access to the Nimbus portal but may not see any relevant reporting data until they are part of at least one service.
• Certain Features are individually enabled as extensions within the Service Settings of a service. → For example, one service may have the Attendant Console extension enabled for its users, so the menu option becomes available to all of them.
• Any user that already exists in any Nimbus Service does not need to be recreated / added again and can be upgraded for further licenses and use cases. A user can act in multiple different Roles simultaneously.
• Nimbus keeps track of users only for its internal Organization Units and Roles and Permissions assignment system. Any Nimbus users are always created by reading from your existing O365 / Azure user directory. Nimbus does not create user accounts on its own.

Removing Users

Removing users will also remove their permission to access to the Nimbus portal. Please note that there are constraints that may prevent you from removing a user. A tooltip over an inactive deletion icon will inform you why deletion is not possible.

• You can delete any user that has been manually added before and is not synched to a MS.
• Users automatically created (e.g. during Service Provisioning) are tied to an active service team and cannot be deleted.
• Users removed from the Azure user directory are also automatically removed from Nimbus.
• Deleting users in the Nimbus UI will not remove them from your O365 / Azure user directory, nor remove them from MS Teams. 

General Tab

The "General" tab shows details of a user :

Why can I not change these details? User details are provided by your tenant's user directory. Changes are made by your local tenant administrator. Details may not be altered from within Nimbus to avoid field conflicts.

Why Nimbus adds users automatically

After Service Provisioning Nimbus adds additional "service" users to its list, based on their Organization Units and team affiliation, This " MS Teams-based " mode is the default for Nimbus "Advanced Routing".

It acts as follows:

• … Team Owners act as "Service Administrators", able to access their Service Settings and Configuration.
• … Team Members act as "Service Users" for call distribution. Users can access User Settings.
• … each of these user roles is affixed to a certain set of Roles and Permissions  - e.g. Read / Write rights on Configuration items and Service Settings.
• … the visibility of items visible to users is determined by their respective Organization Units affiliation.

Known Issue - User synchronicity on deleted teams

When a MS Teams teams is removed manually - without prior Uninstallation of the related Nimbus service - the users are not shown within the user administration list anymore. However, the team and its members are still shown within Service Administration until the Nimbus team is fully removed from Azure. 

Notes:

• In the user administration users will only be shown when part of at least one (still) operational service. This is synched with your tenant user directory and intended design.
• Nimbus keeps a history of the team members (retrieved from MS teams channel) even after the channel was removed from the teams client. To the User / Service Administrator this will appear as a mismatch of user count.

User Licenses

Additional licenses may be enabled per user to allow for additional Nimbus Features.

• The Contact Center license allows assignment of Skills and Responsibilities. This is done to allow skill-based call distribution via Distribution Policies. 
  → Enabling this feature enables the "Skills" tab.
• The Attendant Console license enables access to Attendant Console features for that user, to be found within the Nimbus frontend main menu.
• The Interact license enables access to Web Interact features, allowing the user direct interaction with customers visiting via a Website or different Frontend.

Some features may appear disabled or are hidden for the time being as their configuration, access and reporting concepts are being finalized.

Enabling related service features

To make use the full capabilities of Nimbus, services can also be adjusted with additional licenses and their user assignment type.

→ This is covered within Service Administration.

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To disable features in use, please read our our License downgrade information.

Services Tab

The "Services" tab shows the Nimbus service teams the user is currently a part of:

Roles Tab

The "Roles" tab allows you to inspect and assign roles to a particular user. It also provides an overview in which Organization Units the role applies. 

Visit Roles and Permissions for more detailed information or expand the excerpt table below 

 Click here to expand...

Table: Nimbus role based access concept (RBAC)

Nimbus Role	Access to Backend Admin UI	Access to Frontend Portal UI and Live Call Data	Access to Reporting (BI) OData Interface	Permissions Scope (within the assigned Organization Unit)	Notes
Partner Administrator				Access to: Tenant Administration, Services and User Administration. Manages Resources to be available to all services under the respective tenant(s).	Granted by Luware Support for selected Service Partners.
Tenant Administrator TENANT ADMIN				Access to: Services and User Administration. Manages Resources to be available to all services under the respective tenant. Full access to OData Interface for Power BI historical tracking (except User States tracking) → See User Supervisor role.	Granted by Luware Support or selected Service Partners. Details will be discussed during your Onboarding and first Nimbus Installation .
Organization Unit (OU) Administrator OU ADMIN				Access to data entities related to the organization unit that this user itself is assigned to. Access to: Services and User Administration made available under the respective Organization Units branch. Access Service Configuration, e.g. to manage Resources made available to all services under the respective Organization Units branch.	Manually delegated role by a Tenant Admin via User Administration > Roles. OU Admins can perform most administrative configuration tasks  Details will be discussed during your Onboarding and first Nimbus Installation.
Team/Service Owner TEAM OWNER				Full access to data entities (services, users, configuration) within the assigned organization unit. Can manage all Service Settings for the respective services. Can use Configuration items used in the service. Shared items may be provided by Administrators, from a higher Organization Units level. Can perform all "User / Agent" duties (e.g. take calls, do after-call work) Can access to Historical Reporting Data directly from the database, via Power BI OData Interface, e.g. by using the Power BI Template.	Granted and named depending on Service type:  Team Owners - For Auto-Synced to MS Teams Channel roles. Automatically granted rights to fully manage the respective Nimbus service.  No manual assignment needed. Contact Center Nimbus Service Owner - a manually granted role Contact Center-exclusive role. Granted via Service Administration > "Permissions " Tab. An associated Microsoft Teams channel is not required. Regardless of name, both types "Team/Service Owners" have the same rights to fully configure their own services.
Service Supervisor SERVICE SUPERVISOR			See	Limited access to services and users within the assigned organization unit. Can "read" on most frontend Service views Can manage call metrics-related Service Settings  (Opening Hours , SLA). Other options read only. Can manage Personal Dashboards with "Service" type widgets. Can supervise on assigned services within Personal Dashboards. Can change availability for users. Power BI  Can access Power BI OData interface to view service sessions and related user sessions.  No access to extended User States reporting metrics.  No access to Call pickup controls in the frontend UI when applied as standalone role.	Manually granted by a Tenant Admin via  User Administration > Roles. An optionally granted role to add to any existing user permission set. Contact Center Requires a Contact Center license on the user.
User Supervisor USER SUPERVISOR			See	Limited access to users within the assigned organization unit. Can manage Personal Dashboards with "User" type widgets.  Power BI  Can access Power BI OData interface to access extended User State reporting. This monitoring feature must be enabled within Tenant Settings. No access to Call pickup controls in the frontend UI when applied as standalone role. Service-Metrics in the corresponding frontend Reporting views. → Also refer to the Notes.	Manually granted by a Tenant Admin via  User Administration > Roles. An optionally granted role to add to any existing user permission set. Contact Center Requires a Contact Center license on the user. KNOWN LIMITATION If a user has only Supervisor and not a Team Owner / Service Admin role, only the "UserStates" datasets in the report will be shown: UserStates, StateTypes, ResponsibilityProfile, OU, Users. Other tabs and queries in the BI Report may appear blank. → This is intended by design to prevent exposure of individual Service/User/Session data to the wrong audiences. To see a full dataset, the same user also needs a "Service/Team Owner" role assigned.
User (Team Member, Service Agent) TEAM MEMBERS				Focus on daily Usage of Nimbus. Can handle incoming calls and make Outbound Service Calls Can access live Reporting as a viewer. Can adjust personal User Settings (e.g. to configure language, permissions) Makes use of additional Nimbus Features such as Attendant Console or Assistant based on the user license. Note: Once added to Nimbus, any user can have multiple roles, e.g. Participate as Agent Team A, Service Owner for Team B, Supervisor for Team C. You can review these roles via User Administration > Roles tab and review the roles of a user.	This role is granted based on Service Type: Team Members - For Auto-Synced to MS Teams Channel roles. No manual assignment needed. Contact Center Service Agents - a manually granted role Contact Center-exclusive role. Granted via Service Administration > "Permissions " Tab. All Nimbus user accounts are synched from the Customer Tenant's user directory. Users log into Nimbus using O365 credentials, but only see Nimbus services and data when they become Team members or Service Agents respectively.

Additional Notes

• A Tenant Administrator, may act outside of the Organization Units this restriction. Roles can be granted or removed from the Tenant Admin, but will have no effect in Nimbus to avoid locking that user out of any administrative tasks.
• Manual Role management is limited to Tenant Administrators or higher.
• Certain roles are granted automatically or outside of this tab's view, so the "Edit" or "Remove" buttons may not be shown for all entries.

A User's "Roles" Tab, listing various roles and the OU scope they apply in

Skills Tab

Allows assignment of previously configured skills to this user. Learn more about this on: Skills and Responsibilities.

Prerequisites

• The "Skills" tab is only available when the user has a Contact Center license assigned in the "General" Tab.
• Skills and Categories need to be defined first before you can assign them. Read here how to create and apply Skills and Responsibilities.

Profiles Tab

Allows assignment of previously configured profiles to this user. Learn more about this on: Responsibility Profiles.

Prerequisites

• The "Profiles" tab is only available when the user has a Contact Center license assigned in the "General" Tab.
• A profile relies on multiple User Skills and Responsibility Levels to be defined first.

N/A Reasons Tab

Allows to assign Not Available Reasons to a user. 

Prerequisites

• The "N/A Reasons" tab is only available when the user has a Contact Center license assigned in the "General" Tab.
• Reasons are defined in the Configuration as described on the Not Available Reasons page.

Reasons are selected by users within Assistant upon entering a "Not available" User State .

Interact Tab

Assistant Tab

Precondition: The Assistant license needs to assigned to a user for the settings to become visible. → See User Administration.

→ After the User has the according license the Assistant-tab will become visible.

Adding Assistant Templates

The following elements can be configured:

Element	Description
Templates	Used to Add previously configured Direct Call Templates. Items under the same Organization Units (or higher) can be assigned top this user. The templates will be called in the order they were added to the list.

Related Service Settings: Context and Service Call Templates

Note that Direct Call Templates and their related actions only trigger only for direct calls to this particular Agent.

 How to assign action templates to all users in a service instead

To assign actions for all Assistant users in a service:

1. You need define separate Service Call Templates first.
2. Assign these service templates via the Service Settings > Context tab. → They will now trigger for all users of that service, in addition to any individual user templates.
   
   

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Note that the same " Conversation Context " items can be assigned to open in both Nimbus portal for Assistant. Context has no functional relation to direct or user call templates and can be applied in combination or individually.