Dashboard

Preconditions

In order to see the Dashboard you need to fulfill the following requirements

Your Administrator must complete Nimbus Installation
Afterwards you can begin Service Provisioning and add a Nimbus tab to your team.

Overview

The Dashboard view shows current activities in the team, users states and some team statistics. This page is available to all team users regardless of their team role or current status.

You can always return to the Nimbus Dashboard tab: select the team and channel where Nimbus is installed, then click the "Nimbus" tab on top, then click the "Dashboard" icon on the sidebar.

Nimbus Dashboard

The Dashboard consists of widgets with various purposes.

Name

Definition / Purpose

Interaction with other elements

Task Widgets

(left area)

Task Widgets summarize incoming tasks displaying the most important metrics on top.

Their purpose is to:

List the total amount of incoming tasks
Show the waiting tasks at a glance, longest waiting time first
Provide manual call pickup controls or distribute calls automatically depending on your workflow settings (distribution policy)
Also see chapter → "Handling Tasks" below

Tasks are directly distributed among "Active" team users.

If set "inactive", calls will not be distributed to the according team user, including yourself.
When set to automatic call distribution, the team users which are the longest time in the "inactive" state will be picked first.

Tasks are also tracked for reporting purposes and the within trend widgets.

Their "time in queue" / "connected time" contributes to the "Ø time" trend widgets.
The task resolution "handled / not handled" contributes to the "tasks today" trend widgets.

Team Users and
Team Status Widgets

(right area)

The team users and status widgets summarize team availability with the most important metrics on top.

Their purpose is to:

List available team users (users) as well as inactive ones
Allow you to directly set your state and thus availability to take calls
Allow team administrators to set the activity state for respective team users
Also see chapter → "Managing States" below

A change in your or a team user "Activity" state immediately impacts the UI

"Inactive" team users are deducted from the pool of "available" users
"Active" users become "Not available" once they handle a task
Only "Active" team users are able to pick up calls or receive them via Nimbus automated distribution

Setting your state to "Inactive" will automatically grey out the corresponding call controls in the "Tasks" widget area

Trend Widgets

(bottom area)

Shows the most important team KPIs, both daily and in a 30-days trend

Their purpose is to:

Show the daily task resolution (handled / not handled)
Show the daily average time (queue / connected ) of your callers
Show the daily reachability of your team users.
Provide comparative trends for all of the aforementioned metrics.
Also see → "Evaluating Trends" below

Team "activity" and in consequence the capability of your team to handle tasks successfully has a direct impact on trends.

Fewer "active" team users will most likely result in fewer resolved tasks and higher average queue time

All metrics gathered are consolidated in Reporting

Dashboard UI Elements

Handling Tasks

Nimbus can operate in different modes (types) of task distribution. The task queue widgets shown on the Dashboard are a combination of the distribution settings set in your current Workflows and amount of currently incoming calls.

Handling tasks via the dashboard

Nimbus comes with a set of base "System" Workflow Templates to use as fixed baseline for your new workflows. Alternatively you can design your own Custom Workflow Templates, starting with a – either blank or pre-filled – System Template. Your templates keeps a reference to any "children" workflows. As your template is changed, children inherit those changes automatically.

TENANT ADMIN / OU ADMIN Workflow Templates are managed by users with Administrator Role within the Nimbus Admin Portal.

Please note: Workflow Templates are a powerful tool to standardize call handling across your services – but also can act destructively as any change on a template can impact multiple productive services at once. → Please read this chapter carefully and roll out templates gradually to test the effects of changes.

User Access: Team and Service owners may create and edit workflows on the Frontend, but not define templates .

Configuration of Workflow Templates in the Admin panel

Good to know

Call distribution is configured in your "queue" steps in the Workflows tab and may differ for each Service you are a part of. The selected distribution type greatly impacts how your team handles tasks in daily Nimbus operation.

Regardless of task distribution type chosen, calls are always handled the same as call or conference you know from daily use of Microsoft Teams. Nimbus can remain completely in the background if needed.

As long as you are set to "Active" within a team you can leave the Nimbus Dashboard to work elsewhere.

There are also other ways to handle tasks outside of the Dashboard:

When enabled for your team, a centralized chat tab will display "Adaptive cards" with pickup controls. You can accept calls there as well.
Adaptive cards must be enabled as part of your workflow settings. They are only available when selecting "Pickup" distribution type for your Queue steps.
Your Nimbus Personal App lists all teams you are a part of. It provides the same task list as the Dashboard, including "Pickup" buttons and "Active" state controls.

Managing Active and IM Presence

Nimbus tracks active users in the Dashboard in real-time. Whenever you or one of your team colleagues changes this "Active" state, it will be immediately reflected.

Team member activity states in the dashboard

The following columns and status are displayed:

State Column

Active Column

Available: users who are Active and also not busy in ongoing calls (including those from other services).
By default Nimbus will pick the longest "idle" users first → "Time in State" applies.
Not Available: busy in a call currently, not receiving further call invitations as well.

Active: users which are capable to accept calls unless already in a conversation.
Inactive: users which won't get any incoming Nimbus call invitation or notifications.

External status dependencies

Note that there are several factors influencing your Nimbus service team reachability:

Service Settings - The "Active" state of any service team user does not necessarily correlate to your Microsoft Teams IM presence. For example you can be set "busy" in Teams and still receive Nimbus calls. This can configured by any Team Owner via Service Settings > Distribution.
Opening Hours - configured via Service Settings - determine the overall team availability. This means that even if users of the team are marked both "Active" and "Available" in Teams, they may not be called outside of defined opening hours.
Team Owners can also change the "Active" states of users within their Nimbus services. Affected users will see status changes mirrored within their Nimbus UI immediately (e.g. in Widgets, Dashboard, etc.).
Team Users (Members) - All Nimbus users may manage their own "Active" state individually for each team they are part of, e.g. via My Services. They can however not change the state of others users.

Evaluating Trends

As part of the Nimbus reporting feature the evaluation widgets continuously monitor daily team KPI metrics. Out of the data gathered, trends will be displayed on the Dashboard in real time.

Trend widgets in the dashboard

The widgets can be separated into several concepts:

Daily Metric (Numeric)

Trend Tendency (Directional colored arrow)

Historic look-back (Trendline Chart)

Showcases the main metric gathered for the current productive day (data gathered starting at midnight).

Metrics gathered are as follows:

Amount of (un)handled tasks by the team today
Average time callers spent in queue today (not including IVR-time)
Average time callers were connected to Nimbus users today
Percentage of Nimbus users being reachable today

The trend arrows highlight a comparative trend. The baseline for that trend is the standard deviation taken from data metrics mean average gathered in the last 30 days.

A tendency is signaled in both direction and color:

Direction - either up, down, or stable horizontal tendency
Color - green = better, red = worse. Neutral color is Nimbus purple (no change in tendency)

The trend chart is a historic comparative look-back on the last 5 productive days of operation. The data point reflects the same time of day on previous productive days.

Overall tasks done (any task result) up until the same point of time
∅ Queue time up until the same point of time
∅ Connected time up until the same point of time
% User Reachability percentage up until the same point of time

All metrics gathered are consolidated in the Reporting where they can be inspected in a wider scope and further detail. A full historical report can be generated in Power BI.