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.
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.
The Dashboard consists of widgets with various purposes.
|Name||Definition / Purpose||Interaction with other elements|
Task Widgets summarize incoming tasks displaying the most important metrics on top.
Their purpose is to:
Tasks are directly distributed among "Active" team users.
Tasks are also tracked for reporting purposes and the within trend widgets.
Team Users and
The team users and status widgets summarize team availability with the most important metrics on top.
Their purpose is to:
A change in your or a team user "Activity" state immediately impacts the UI
Setting your state to "Inactive" will automatically grey out the corresponding call controls in the "Tasks" widget area
Shows the most important team KPIs, both daily and in a 30-days trend
Their purpose is to:
Team "activity" and in consequence the capability of your team to handle tasks successfully has a direct impact on trends.
All metrics gathered are consolidated in Reporting
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.
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 .
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.
The following columns and status are displayed:
|State Column||Active Column|
External status dependencies
Note that there are several factors influencing your Nimbus service team reachability:
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.
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:
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:
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.