Nimbus Features

Note

Features exclusively available in Enterprise Routing or Contact Center are marked accordingly throughout the pages and chapters in our Knowledge Base.

Features by service type

	Advanced Routing (Standard)	Enterprise Routing

Workflow Activities
Accept Conversation
Announcement
Input Customer
Collect Information
Play Music
Disconnect Conversation
Voice Message
Transfer
Save to Parameter
Check Opening Hours
Availability Based Routing
Check Available Users
Check Parameter (Parameter-based Routing)
Check Queue Position
Queue
Queue Task
Check Task
Cancel Task
Distribution Priority
"Call Distribution" Workflow Activity Options
Broadcast
Pickup
Direct
Workflows and related Features
Basic Call Templates
User Input
IVR Transfer Templates
Opening Hours
Context and Codes
Tags
Primary and Secondary Codes
Context URLs
Custom / Context Parameters
Service Features
Assistant App	See below	See below
After Call Work (ACW)
Outbound Service Call / Call On Behalf
Persistent RONA State
Service-specific Task Priority
Service User assignment
None
Microsoft Teams Team based
Skill-Based call distribution with Distribution Policies
Preferred- and last user routing with Distribution Policies
User Features
Assign Skills and Responsibilities
Define individual Responsibility Profiles for users
Custom Duty States (via Assistant)
Access to Nimbus User State reporting
Dedicated Supervisor / Reporting Roles
Monitoring and Reporting Features
Nimbus Personal App
Service Team Dashboard
Personal Service Owner KPI Personal Dashboards
Administrator-managed Non Personal Dashboards
Service Team Reporting
Service Call Supervision within the Dashboard
Power BI data connector and template
Options and Integrations
Microsoft Power Automate Connector
Attendant Console	Optional Feature Can be activated via User Administration per user. Allows the user to act as a front-desk operator. The Attendant Console UI grants access to an extended Address Book search, note-taking and Call Handling features (e.g. Safe and Blind transfer). Activating this feature can result in additional license cost. Learn more on our Attendant solution page and get in contact with your Luware sales representative if you require further information or a demonstration of features.
Interact	Optional Feature Can be activated via User Administration or Service Administration for individual users and services respectively. Allows direct customer interaction widgets embedded on your website, without the need of additional software. Activating this feature can result in additional license cost. Learn more on our Interact Solution page and get in contact with your Luware sales representative if you require further information or a demonstration of features.
Assistant	Optional Feature Can be activated via User Administration for per user. Allows to open context or trigger web requests (e.g. to external CRM APIs) on direct or service calls. Requests can be individualized per user & service by using and assigning templates. When installed as local App Assistant works directly with MS Teams without the need to have Nimbus open. The standalone app works on direct calls, an association with a Nimbus service is not required. Activating this feature can result in additional license cost. Get in contact with your Luware sales representative if you require further information or a demonstration of features.
Compliance Recording	Additional Licensed Feature Can be activated by Luware, catered to your regulatory compliance recording requirements. Learn more on our Solutions page and get in contact with your Luware sales representative if you require further information or a demonstration of features. Also see → Recording Knowledge Base for an in-depth description on functionality.

Picking your Service License

Refer to the table below to pick the correct service license based on your requirements. Higher service license tiers include features from the previous tier(s).

	Advanced Routing	Enterprise Routing	Contact Center
Description	By default Nimbus is provisioned as a "Advanced Routing" service.	Enterprise Routing offers more workflow flexibility and additional call context support.	Contact Center offers skill-based routing outside of single-service constraints with high user flexibility. Prioritize your calls to create and create VIP- and Emergency hotlines.
Target Audience	Collaborative teams and customer services requiring flexibility with minimal setup effort.	Extended teams with dedicated support and sales capabilities, tied into external CRM / Service Desk systems.	Contact Centers or Priority Services with "Agents" that are capable of handling specialized tasks regardless of customer time zone or service called.
Configurable Features	User groups and service users are directly tied into the channel system of MS Teams and sync automatically. For each of your services you can freely configure Opening Hours and Workflows. Each user gets easy access to Nimbus Personal App and Nimbus Teams Tab, seamlessly integrated into the MS Teams client experience.	Enables further Settings for Outbound Service Calls and Context. Adds further Service Configuration options and Workflow Templates to pick from. Extends your users My Sessions view with Codes, Tags and Context, allowing for more detailed call experience that includes Task / Upselling note taking for your your Power BI historical reporting.	Enables customizable Agents with indivdiual Responsibility Profiles. Define dynamic teams based on skills and advanced User Permissions instead of relying on fixed MS Teams / Member / Owner structures. Access to customizable Dashboards with individual widgets and filters for KPI monitoring. Allows for After-Call-Work (ACW) to shield users from further tasks, configured individually in the Distribution Service Settings. Enables User States tracking for extended Reporting capabilities.
Call Distribution	*Based on the "Queue" Workflow settings* and user presence status. Tasks are distributed to all users equally (round-robin, longest-idle first). Workflows allow for flexible routing between services, each with their own distribution type, IVR and set of opening hours.	Adds dynamic task handling to workflows. Allows you to check and react to a caller's queue status, e.g. to re-distribute long-waiting tasks to backup services. Optionally, tasks can be handled on a "first-to-pick-up" basis for higher throughput.	Enables Skill-based user routing - freely allowing you to define your Skills and Responsibilities as criteria for call distribution. Calls are distributed based on Distribution Policies in your services which ensure that users with the matching skills are pooled dynamically.

Service type licenses are selected via the Service Administration.