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.

Agent

A term commonly used in service and call center context, referring to users of the service that answer to → Customer calls.

(lightbulb) To avoid confusion we keep the term → "User" in this Knowledge Base as to avoid conflict with other role concepts like "Team Member, Owner, Operator, Attendant etc...".

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

In most cases used synonymous with "Customer" in the context of this Knowledge Base.

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

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.

CSC

Cross Selling Code which describes what kind of cross selling the Nimbus user has tried during the customers call.

(info) CSC can be defined in Nimbus Service Settings.

Customer

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

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.

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".
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.

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" is also used for Nimbus users to aggregate their daily interactions with Nimbus.

(info) Also see: My SessionsNimbus Reporting Model

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.


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.

TCC

Task Completion Code which describes the reason why the customer called.

(info) TCC can be defined in Nimbus Service Settings

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).
User

Has various meanings depending on context:

  • Mainly: Users of Nimbus, which can assume a certain function or role
  • 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 → Agent / → 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)