Nimbus Glossary

Term / AbbreviationDefinition
ACW

After Call Work (Time allotted for tasks that are necessary after handling a customer, e.g. CRM updates, Sales Codes, taking notes etc.

Adaptive Card

From Microsoft docs

Adaptive Cards are an open card exchange format enabling developers to exchange UI content in a common and consistent way.

In Nimbus Adaptive Cards are used to display call information in a shared teams channel. The cards can be updated (adaptive) to reflect status updates or provide further functionality such as a link to the recorded call.

Agent

A term commonly used in service- and call center context, referring to professionalized → Users answering to very specific targeted → Customer calls.

(info) In Nimbus context, Agents are a subset of Nimbus users, which have specific User Skills and Levels assigned. These skillsets are used for grouping users in skill-based Distribution Profiles and Policies during incoming calls.

Attendant

Can mean two things in context:

  • Attendant Console - an additional option to Nimbus used for individual call distribution
  • Attendant (person) - the term to describe a receptionist / call operator that takes incoming customer calls to find the most suitable internal contact for further service.
Caller

The term "Caller" generally applies to someone externally calling (inbound) to the → Service, which triggers the gathering of → KPI metrics inside of a → Session.

In most cases used synonymously with a calling Customer. In the context of this Knowledge Base the caller is an actor within our List of Use Cases speaking to a Nimbus → User.

Codes (Primary/Secondary).

Can be used in My Sessions to complete after-sales work, e.g. to mark a Selling and Task Completion via specific codes. Codes can be defined globally, then and applied individually within Service Settings for each Nimbus service. 

CodesCodes are tracked as part of the Call Session reporting and accessible via the Power BI OData interface.

Connector

Establishes the means to connect Nimbus data sources to other systems, either to retrieve or store data.

(info) Also see Microsoft Power Automate Connector or Power BI.

Contact

A reference entry (user or service) within Address Books, mainly accessed via Attendant Console when handling and forwarding individual calls.

(lightbulb) Access to contacts usually requires special permissions to see the Calendar and presence status, but of course may also involve external contacts with just a telephone number or mail address.

Contact Center

A specific Service type of Nimbus, also described in Nimbus Features.

Customer

→ See "Caller". A person calling a Nimbus service.

DAX

Data Analysis Expressions (DAX) is a library of functions and operators that can be combined to build formulas and expressions in Power BI, Analysis Services, and Power Pivot in Excel data models.

https://docs.microsoft.com/en-us/dax/

(info) Used as term in Nimbus KPI Calculations.

Dimension

In Nimbus reporting there are two types of tables → Fact table, and Dimension table. A Dimension table is a table that keeps descriptive information that can slice and dice the data of the fact table

(info) The term is primarily used in Power BI and describes data gathered for Nimbus Reporting Model.

Distribution Policy

A ruleset / requirement set of → Skills required that a Nimbus user must fulfill in order to receive a → Task.

(info) Also see Distribution Profiles and Policies.

DTMFDial-tone multi-frequency signaling. Used in Nimbus Workflow Activities (e.g. "Input Customer" to route calls according to the choice made by the incoming → Caller.
E.164Phone number format used in some parts of the system (for example PSTN Numbers, contact details)
→ See Wikipedia
Fact

Facts are business process events and metrics gathered with appropriate measures. A fact table is a table that keeps numeric data that might be aggregated in the reporting visualizations. 

(info) The term is primarily used in Power BI and describes data gathered for Nimbus Reporting Model.

KPIKey Performance Indicators - data calculated from → Facts gathered during a → Session / call. Examples for KPI are "% of lost calls" or "Time that a customer spent in Queue".
MSFTAbbreviation for Microsoft (stock symbol)
OUOrganization Unit. Used to organize teams of people with same background for definition in programming rule-sets (e.g. for call-routing or access management).
Partner

Mainly used in context of Roles and Permissions to refer to "Partner Administrators".

(info) Luware has an integration partner program in place that allows for quick turnaround times. Our partners help with your Nimbus onboarding, setup and training needs.

PSTN

Public Switched Telephone Network - synonymous with the telephone numbers we know of today.

→ Refer to Installation Prerequisites for technical information on phone numbers and PSTN.

RONA

Redirect On No Answer. A Nimbus user in MS Teams is given "RONA" status if they ignore a service call or do not answer it within a set period of time seconds.

Ensures that the call doesn't get lost and is instead redirected to the queue (or handled otherwise via the workflow). Also used in Nimbus Reporting Model.

Service

An instance in Nimbus with an outwards-facing → UPN and → PSTN.

(info) Nimbus distinguishes by different Service types, each with individual Service Settings. Also read our Installation Prerequisites before going on with Service Provisioning.

Session (Call)

Mainly mentioned in terms of reporting. A call session is created once a customer is connected to the service. In extension, the term "session" refers to single, quantifiable → user and service interactions within Nimbus.

(info) Also see: My SessionsNimbus Reporting ModelNimbus Reporting Model.

SIPSession Initiation Protocol. Also used as short descriptor for "SIP-Address". Peer-to-peer protocol standard developed by the Internet Engineering Task Force (IETF), used for initiating—and also managing and terminating—voice call sessions over the Internet.
SLA

Service Level Agreement. A threshold value that defines whether or not a → Fact calculation formula is meeting business criteria or not. 

(info) SLA are part of Nimbus Reporting Model and pre-defined formulas are part of the Power BI reports that come with Nimbus.

SnippetA small piece or brief extract of a larger data entity (e.g. Service).
Tags

Tags are individual descriptive words to be used in My Sessions to describe and distinguish call sessions for reporting purposes.

(info) Tags are part of the Call Session reporting and visible in the Power BI Template.

Task

Service tasks are the middle layer between callers and service. Tasks are created when calls are accepted by any Nimbus service.

A task is "handled" by accepting calls from the queue or "not handled" (e.g. aborted by caller or not taken by Nimbus user). Every task ends with a specific result according to the Nimbus Reporting Model and is shown in Reporting UIs.

Tenant

A tenant is a group of users who share a common access with specific privileges to the software instance. Nimbus adds its own Organization Unit model on top of the tenant model to share (or withhold) common data entities within the same tenant within selected user groups and → services.

To operate within the tenant, Nimbus has certain Required Permissions, usually granted by the tenant admin during Service Provisioning.

TTSText To Speech - a software engine to translate written text into an emulated voice that also factors in regional / language differences and nuances such as intonation.
UPNUser Principal Name - A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix).
URIA Uniform Resource Identifier (URI) is a string of characters that unambiguously identifies a particular resource. To guarantee uniformity, all URIs follow a predefined set of syntax rules, but also maintain extensibility through a separately defined hierarchical naming scheme (e.g. "http://").
User

Has various meanings depending on context:

  • Mainly: Users of Nimbus, which can assume a certain function or role → (info) See Roles and Permissions.
  • All Microsoft Teams "Team Members" and "Team Owners" accessing Nimbus features are also considered Nimbus users.
  • In the context of "Call Center" software, a user can also be an → Service Agent or Owner / → Attendant or Administrator, or any other role with a given set of Permissions.
Workflow

A sequence of steps (or "Activities") that describes how an incoming → caller is processed. 

(info) Also see WorkflowsList of Workflow ActivitiesTrigger Events (as part of Workflows)