MS Teams Dark Mode

KNOWN ISSUE Features described on this page are not yet supporting the native MS Teams client "Dark" theme. For the time being we recommend to using the "Default" theme in your Teams client or run Nimbus separately in your browser.


Personal Dashboards are user-customizable walls available to every Contact Center via the Nimbus main menu. Compared to the default Nimbus Service-specific Dashboard - which are hard-configured for each MS Teams "Nimbus" tab - Personal Dashboards offer additional flexibility:

  • Fully user-customizable in their appearance, widget placement and filtering.
  • Cross-service data display, allowing to include KPIs and metrics from multiple (types of) services simultaneously in tabular or graph form.
  • Scalable based on needs, allowing each user to have as many individual Dashboards as needed, each with its own set of widgets, data and filters shown.

Preconditions

Contact Center feature. To access the Dashboard feature in the Portal main menu:

  • A Contact Center license needs to be applied within the User Administration.
  • You need to be a service owner to see related service data in any personal Dashboard widgets.

A selection of Dashboards created by multiple users

About Dashboard ownership, data visibility and permissions

  • Once created, Dashboards are tied to their Nimbus user and cannot be reassigned. If the user is deleted, all related Dashboards are removed.
  • Dashboard KPI data access is limited to service owners. Ownership may granted manually by any admin (e.g. for standalone Contact Center service owners) or automatically (MS Teams-based), by retrieving and applying ownership rights directly from the team itself.
    • Dashboards can mix and compare KPI from various Service types (licenses).
  • Dashboard service filter visibility is following Organization Unit rules, meaning that Dashboard widgets show only services that the user is allowed to see (and select), same in other areas of the Nimbus UI.
    • OU based filters are set per-widget on each Dashboard. By default each widget with filters will show "No Data" until Services and Users are are added (Opt-in).
    • If an OU of a service is changed (moved) outside of the Dashboard owner's visibility - e.g. by an administrator - corresponding services and their data are automatically removed from (any existing) Dashboard filters.
    • If a Dashboard ends up with no service filters anymore, "No Data" is shown on all widgets until their filters are readjusted.

(lightbulb) Updates to service KPI filters and Organization Unit changes may not occur immediately, but upon next data refresh, user login or a Dashboard reload.

Create a Dashboard

A new Dashboard consists of a Dashboard card (high level overview of boards) and the widgets to display data in the dashboard itself. To configure both, follow the steps below:

Dashboard Properties

  1. Click "Create New" on the main Dashboards overview. 
  2. Fill in the details for your Dashboard:
    1. Name - as your Dashboard will be identified in lists. (lightbulb)Mandatory, max. 40 characters
    2. Description - will be displayed below the name. (lightbulb) Optional, max. 80 characters
    3. Color - will be used as background for the dashboard tile if you don't specifiy an image (lightbulb) Mandatory
    4. Picture - a background used as thumbnail for your Dashboard card in the overview. (lightbulb) Optional, max. size 1 MB. The image will be scaled to fit.


(lightbulb) Tip: You can review these settings on any existing Dashboard.

Add Widgets

(tick) On any existing Dashboard you can reach the Properties (Previous Step) and Edit mode on the top right. → A grid for Widgets will be shown.

(lightbulb) A new Dashboard is shown without widgets and opened in "Edit mode" so you can add widgets of your choosing.

You can also add widgets at any later time via Edit Mode

  1. Click on "Add Widget" → A selection of available widgets is shown.
  2. Add any widget with the "+" button → The widget will appear on a free spot on the grid.
  3. Continue to add widgets, including multiples of the same type as needed.
    (lightbulb) A counter displays how many widgets of that type are currently on your Dashboard.
  4. When done, press "Close".
    → The Dashboard remains in "Edit mode"
    → Your Widgets can now be moved, resized and configured individually.

Widget Move and Resize

  1. While in edit mode, each widget shows individual edit and deletion controls on its top-right corner.
  2. On any widget click on "Edit"  → A sidebar with widget properties opens
  3. You can move and change size (down to a limit) by dragging your mouse cursor. 

Widget Properties

For each widget you can adjust widget properties such as:

  • Size - by changing the height, weight and size (scaling) of the widget.
  • Order - by changing column sorting and order of KPIs / entries shown.
  • Scope - by applying filters on widgets which determine which services / users / KPI should be shown.
  • Style - by applying thresholds that react to data changes with sound and color.
All available Dashboard widget properties

Note: Properties may overlap between widgets, usually providing identical functionality.

PropertyDescriptionApplies for Widget
Background Color

A choice of background colors.

(lightbulb) The font color inverts automatically increase contrast on bright colors.

  • Service KPI Tile


Columns

Determines which columns get shown in a tabular widget.

(lightbulb) To reorder, drag and drop the entries 

(lightbulb) During Edit-Mode you can:

  • Change the column width by dragging the handles between columns (shown on mouse-over)
  • Change the default column sorting order by clicking on it.

  • Service KPI Tabular
  • Service Queue Tabular
  • User State Tabular
Content

Uses → Markdown language to show content of your choice. Supported features are:


(lightbulb) Other extended Markdown Syntax may work, but break the Widget layout.

  • Markdown
Current Date and Time (Widget)

Note: Properties below are unique to the "Current Date and Time" widget:

  • Allows to select a clock type: Digital or Analog design
  • Allows to show and set a time zone (UTC offset)
  • Allows to show current date and set a format
  • Allows to show current time as digits (e.g. in addition to analog format or if only a date should be shown) and set the time format.
  • Allows custom content, can be formatted with markdown. See → Content
  • Current Date and Time
Height

Determines the amount of grid tiles used by this widget.

(lightbulb) Min-max values may apply depending on widget type.
(lightbulb) While in "Edit mode" you can also adjust the widget height via the handles on its bottom-right.

  • All widgets
Items per Page

For tabular widgets, amount of entries to show before pagination should occur. 

(lightbulb) Note that 

  • User State Tabular
Orientation

For bar chart widgets, shows the bars in either. H orizontal (X-Axis) or vertical (Y-Axis) direction.

  • Service KPI Comparison Chart
KPI, (Metrics)

Various Key Performance Indicators (KPI), also used within "Live" Reporting for each service.

  • In queue, TASK(S)
  • Connected, TASK(S)
  • Active, MEMBER(S)
  • Available, MEMBER(S)
  • Not Available, MEMBER(S)
  • Longest waiting task, (hh:)mm:ss

"Historical" / based on → Time Frame

  • Acceptance SLA, % 
  • Accepted by user in SLA, TASK(S)
  • Accepted by user, TASK(S)
  • Handled by System, TASK(S)
  • Handled rate, %
  • Hangup SLA, %
  • Hangup before accept, TASK(S)
  • Hangup by workflow, TASK(S)
  • Hangup in IVR after Queue, TASK(S)
  • Hangup in IVR, TASK(S)
  • Hangup in queue in SLA, TASK(S)
  • Hangup in queue, TASK(S)
  • Not handled, TASK(S)
  • Queued, TASK(S)
  • Reachability, %
  • Total, TASK(S)
  • Transferred by workflow, TASK(S)
  • Voice message, TASK(S)
  • Ø Connected time, (hh:)mm:ss
  • Ø IVR time, (hh:)mm:ss
  • Ø Queue time, (hh:)mm:ss

KPI Notes on Widget behavior

  • Average calculated KPI values are weighted against the total amount of items (Tasks, Handled Calls, Reachability, etc.) within the services specified in your widget filter.
    (lightbulb) This is to ensure that - for example - a service with just one failed call showing a 0% handled-rate does not negatively impact overall KPI metrics of services with thousands of calls with a 99% handled-call rate..
  • Selection of a KPI criteria will automatically restrict other fields to the same type. The dropdown list is filtered automatically as you add more KPI to an existing widget.
    (lightbulb) As an example: On a comparison chart, picking any KPI of type "Task" will limit further values to task-based KPIs to keep the axis and unit count consistent.
    (lightbulb) To show different KPIs, either start a separate widget or delete any KPI entries, switching the last entry to  a different criterion (%, task, user, time, etc.)

KPI Units and Thresholds

Some widgets allow to define → Thresholds to react to KPI value changes with color and sound. Note that changing your KPI metric type (e.g. from percentage to a flat numbers) will delete any of your defined → Threshold entries as they are now invalid.

→ Switching to the same type (e.g. from % to %) will retain the thresholds you defined previously.
→ If this happens to you by accident you can restore your previous threshold settings by cancelling the widget edit and discarding your changes.

  • Service KPI Tile
  • Service KPI Tabular
  • Service KPI Comparison Chart
Legend

Allows to either hide the KPI legend or show it on any side of the widget. 

(lightbulb) When "Hidden" is selected, the legend can be accessed via mouseover on an info-icon in the widget corner. 

  • Service KPI Comparison Char
Scale

Text and Element scaling within the widget. 

(lightbulb) Does not impact width or height of the widget itself. Overflow will result in scroll bars shown inside the widget.

  • Service KPI Tabular
Threshold

Applies an event threshold that reacts to a specified KPI (or column in tabular widgets:

Matching happens from top to bottom, upon first "match" threshold evaluation is aborted.
(lightbulb) Order can be changed with the drag & drop handles next to already defined threshold entries.


Values depend on the → KPI selected for the threshold (e.g. number of tasks members, or percentage of handled calls).

(lightbulb) Non-numerical entries (e.g. User Presence State) can also be affected, e.g. when a presence state exceeds a certain "Time in State" threshold. Here is an example:

(warning) Note that changing your → KPI metric type (e.g. from percentage to flat numbers) deletes defined thresholds.

The display format is picked based the chosen KPI

  • %: default to "100%"
  • tasks/users: defaults to "0"
  • hh:mm:ss: defaults to "00:00:00" with timepicker


Colors can be applied:

  • ...for tabular widgets, color applied to the respective cell / KPI column upon reaching a threshold criteria match.
  • ...for tile widgets, color applied to the whole tile as base and changed upon reaching a threshold criteria match.


Sound can be played upon reaching a threshold value. 

  • A sound can be set to be played either once or continuous. (lightbulb) You can preview the sound files. 
  • A direction may be specified for sound when meeting threshold criteria:
    • From Above - (arrow up) when values were previously higher
    • From Below - (arrow down) when values were previously lower

(lightbulb) Direction and repetition settings are shown below a criteria entry.



  • Service KPI Tabular
  • Service KPI Tile
  • User State Tabular
Time Frame / Scope

Narrows down shown data by time: 

  • Today (current)
  • Last 48hours
  • last 7days
  • last 30days

(lightbulb) Used mainly for "historical" → KPI , e.g. Task that have concluded with a definite result.

  • Service KPI Tabular
  • Service KPI Tile
Title

Customizable widget title, can be hidden for some widgets via "Show Title" Toggle.

(lightbulb) KPI Title Placeholders: In widgets that show a single → KPI the title can include a <KPI placeholder> and mixed with your text.
Example: "My Service <KPI>" resolves into "My Service Acceptance SLA"

  • Markdown
  • Service KPI Tabular
  • Service KPI Tile
  • Service Queue Tabular
  • User State Tabular
Widget Filters

Depending on Widget type this field narrows down your view either by: 

  • Services1
  • Users

Certain widgets also allow you to set further conditional filters, e.g. based on advanced Nimbus Features:

  • Presence States
  • Duty States
  • Duty Profiles

1 You need to be a owner of the services you want to see and filter users by.

  • Service KPI Tabular
  • Service Queue Tabular
  • User State Tabular
Width

Determines grid tiles used by this widget.

(lightbulb) Min-max values may apply depending on widget type.
(lightbulb) While in "Edit mode" you can also adjust the widget width via the handles on the widget's bottom-right corner.

  • All widgets

(question) No data shown in your widgets? Some widgets rely on Service filters to actually show data. Make sure you are owner of these services and add them to your widget filters.

Saving changes

  1. Save" your widget changes → The widget will reload with the new properties and data.
  2. Once you are done configuring all your widgets save your Dashboard.
    → "Edit mode" is ended and you will see live data in the widgets.

Linking to your Dashboard

Additional controls at the Dashboard top allow you to:

  • Copy the URL to clipboard for later reference. You can specific additional parameters to hide the header bar via URL parameters: 

    <Base Nimbus Portal URL>
    <UniqueDashbaordID>
    ?hideMenu=true
    ?hideHeader=true
    CODE

    (lightbulb) The "Copy URL" button will auto-generate the URL for you so you can directly bookmark the board in the desired configuration.
    KNOWN ISSUE Hiding the menu via URL does currently not work as intended. Only the header can be hidden.

  • Enter full screen (which is equal to pressing F11 on most browsers).

Please Note

  • Dashboards URLs are for your personal use only as a convenience quick-access. Other users will never see a personal Dashboard of your user, even if they have exactly the same permissions.
  • Using the same URL, other uses may see just a blank area as (data) access is not granted.
  • In general Dashboards are restricted by Roles and Permissions. Sharing Dashboards with anonymous (non-authenticated) users is not possible.

Duplicate Dashboards

If you want to duplicate any existing Dashboard, simply click on "duplicate" within the Dashboard overview. 

→ The duplicated dashboard will be created like a "new" one, allowing you to adjust its properties and naming.
→ Widgets and their settings (properties) will be carried over to the duplicate.

(lightbulb) After duplication a dashboard copy acts independently, meaning that you can fully configure all its properties and widgets without influencing the original.

Remove Dashboard

If you want to remove a Dashboard, simply click on "remove" within the Dashboard overview. 

Please Note

If an organization units of a user or a service is changed and the owner doesn't have the rights anymore to see this user or service:

  • Filters on all dashboards - and the contained widgets showing users and/or services - are not visible anymore to that owner.
  • Users and/or services "covered" by a Organization Unit filter disappear upon next Dashboard data refresh.
  • If no filters apply anymore, "No data" on all Dashboard widgets is shown.