My Sessions

Precondition

Features of this view can be toggled on or off within the Service Settings > Extensions Tab. Due to this your view may vary from the screenshots shown below.

The "My Sessions" Tab will remain dormant when you are not part of any Nimbus conversation. When a customer is calling any team you are a "active" member of the tab will show content.

Overview

The "My Sessions" tab provides information on both your current and past user sessions.

In here you can:

View session entries of both "Accepted" and "Missed" calls (RONA, Declined, Cancelled)
Add Codes or descriptive Tags on entries are marked with <>

"My Sessions" Tab showing previous interactions

Please Note

This is a mockup screenshot to showcase some possibilities. The My Sessions view varies based on your configuration, such as Extension Service Settings, Codes, Conversation Context, Address Books and the Microsoft Power Automate Connector.

Available Widgets

Note: Widgets might not be shown unless enabled in your Service Service Settings.

Widget Name	Description
Interactions	A list of your most recent interactions. You can click on interactions marked with an to conclude work on them, e.g. by adding Codes. → Read more below in chapter " Interaction History "
Caller Information	When found within your Directory / Database this widget will display additional details about the caller. If available a google-maps location will be shown based on either the address or IP information of the caller. Depending on the available info this map will provide more specific or general details. The Context link opens an URL that is dynamically generated out of User details, e.g. for usage of a 3rd-party CRM or Ticketing system. Context is defined in the Service Settings by a team owner. Known Limitation Caller information of ongoing calls can provide more details, as the info is provided by your CRM (e.g by using the Nimbus Power Automate Connector). However, historical entries selected from the "Interactions" widget may show no caller information as Nimbus does not permanently store customer-sensitive data.
Task Status / Time Display	Changes base on on the state of the conversation and entry clicked in "Interactions": Connected Time for accepted calls Queue Time for incoming calls Ring Time for Declined, User-Aborted or Unanswered (RONA) calls Outbound Calls are also signaled in this area: Dialing Out (with dial out time shown) Ringing (with ringing time shown) Results shown after call termination: Not Accepted (user declines, timeout or other error codes sent by Microsoft, e.g. busy, offline) User-Aborted (call terminated by Agent during dialout) Destination Accepted Destination Declined Destination Not Reached
Codes and open Tasks Enterprise Routing	Allows you to select from a pre-defined list of Primary and Secondary Codes: Codes are defined in Context Service Settings by any Service Owner. Primary / Secondary is just for your own distinguishment. These Codes are also separated in Power BI reporting. You can agree on and define the codes as you want within your team. Note: Codes are required to be filled out before you can save an "Interaction " and remove the Icon.
Tagging Enterprise Routing	Allows you to add descriptive tags to this customer which can act as either reminder or notes for future conversations. Tags have no functional dependency in Nimbus so you can use them as you like. Tags are visualized in in Power BI reporting, allowing you to filter reports. Tag suggestions will be made as you type, based on existing tags stored from previous calls sessions.

"My Sessions" Tab Elements

Interactions History

The interaction history is the central element of the session view, providing you with entries of your recent interactions and their call (task) resolution.

The most recent interaction updates are always sorted on top. Additionally you can filter the list of interactions via Search, e.g. by Service called or the (avaialble) Caller information

Entry Details

Interaction entry details are explained in the following:

Entry Element	Functionality
Pulsing Icon	Indicates icoming/ live call sesson: Yellow pulsng icon - Incoming Calls Green pulsing icon - Connected Calls
Colored bar (left border)	Indicates the session outcome: Green - Accepted Calls Red - Declined Calls Yellow - RONA (Call returned on no answer by the target Grey - Abandoned by the caller (before call was taken)
Info Icon	Indicates that the interaction is still "open" and can be resolved. Clicking a marked entry will update your view and widget information details. Please note that open entries can be saved over only once. This is by reporting model design (concluding a session) and cannot be changed. Open entries might not be saved until the Service Settings > Extensions > "Codes and Tags" widget is enabled. To complete an interaction: Click on the entry in the Interaction History Do necessary updates (e.g. add Codes and Tags to mark sales or call conclusions) . Click on "Save" → The info icon disappears to indicate that the task is done.
Interaction Time	Shows the date and time when the customer / service user interaction started.
Caller Details	Caller details. Details are shown based on external information provided, e.g. when using the Microsoft Power Automate Connector to resolve an incoming PSTN number with data. Shows "Anonymous " otherwise.
Service Display name	Name of the service being called by the customer. Interactions from different services may be distributed to you, depending on which services you are set "Active" within My Services view.