Before you access Settings
- Service settings are available to service (team) owners TEAM OWNER. You can access them via Nimbus's Frontend menu or in the team headers.
- Tenant administrators TENANT ADMIN have extended access to service settings via the Administration backend.
- Regular users TEAM MEMBERS (Agents) will not see the settings option at all.
- Settings rely on shared data entities managed via the central Nimbus Configuration. We highly recommend to check there first before adjusting your settings to avoid having go back-and-forth.
- Settings- and options visibility is determined by Organization Units (OU) and Role Access Concept. Access to certain features may be hidden from view or locked, despite having an admin role.
- To reduce complexity, settings may be hidden as licensing or Nimbus Features must be enabled first.
The tabs contents below reflect the service settings available in the Nimbus UI. Please note that some tabs are restricted to certain Service types and show when related Nimbus Features are enabled.
Contains general service settings such as the Service name, PSTN number, Opening Hours and Reporting settings.
The "General" tab provides options that relate to Nimbus provisioning. Here you can also initiate "Test Calls" via MS Teams, which is particularly useful when you want to test changes to your Workflows. As a Service / Team Owner you can see the following details.
Note: Entries marked with require a (re)execution of a Provisioning Script. → See Note below on "Triggering Changes / Admin Consent".
|Name||-||Name of the Team as it is defined in Microsoft Teams client. Nimbus|
|Service Display Name|
Outwards facing Clear Name of the Service as Callers / Customers will see it in their Client.
By default equal to the "Team" Name as it is shown in Microsoft Teams. Can be overridden if needed.
|Service UPN||The UPN (User Principal Name) under which the Service can be reached via user directory.|
|Application ID||-||The Application ID is provided during initial setup and cannot be changed. Used only for reference, e.g. during support cases or when adjusting Required Permissions|
A test call will directly call the Nimbus call-bot and establish a connection to your service. You can use this feature to test your workflows and/or distribution settings.
Please note that this feature will not test any PSTN numbers assigned to your service. To test a PSTN you need to call via cell phone or landline.
Changing a Service Display Name
- Nimbus bot operation is not affected by service name changes. Calls will continue to be distributed.
- A service name change will also not impact the (search-discoverable) service UPN name specified.
- Nimbus users will see team name changes reflected in their "My Teams" listing immediately.
As team owner you can change your team name directly within Microsoft Teams (native, non-Nimbus functionality):
- Within MS Teams, locate your team
- Click on the "..." icon or right click the team name
- Select "Edit Team" → A dialog will open
- Change the team name (and optionally the description) to any desired content. → The Nimbus "settings" tab will reflect the new team name upon next load.
Triggering Changes / Admin Consent
UPN and Service Display name changes are tied to Tenant Admin Consent and a Nimbus Installation provisioning script rerun which can take several minutes to take effect. Any change is therefore marked with a Warning in the UI.
If Runbook has been deployed by a tenant administrator, the "Trigger Runbook" link may be used by any team owner to automate the settings-change process. However, a tenant administrator still has to give consent to each change.
Note that any changes can have an effect on search discoverability / address books and directories that list the Service under its previous name.
I'm an Admin - why are certain Service settings still locked against change?
- The full amount of settings is accessible only to Tenant / Partner administrators. Certain features are part of the Nimbus installation procedure and cannot be changed past deployment without re-provisioning a new service.
- Certain changes are bound to the Service type or License applied. A downgrade may be prevented until you disable certain Nimbus Features or delete involved data entities.
I'm having technical questions before changing my service settings. Where can I find help?
- Check the FAQ and Troubleshooting section for our most common questions, technical use cases and support details.
- Many technical configuration details are explained on our Nimbus Installation and Service Provisioning pages. If you have further questions, our success team will gladly support you.
Allows to assign a public telephone number (Public Switched Telephone Network) to your service.
This setting should not be enabled without subject-matter knowledge or prior Tenant Admin / Nimbus support contact consultation.
Refer to the Installation Prerequisites for further info on PSTN / Number requirements.
Why is this necessary? Administration and licensing of PSTN numbers is outside of Luware control. Erroneous Number and License assignment may result in additional set-up efforts and running costs. Get in touch with your Nimbus support representative if you need help with this setting anytime after your initial Nimbus deployment. Our FAQ and Troubleshooting section is also updated frequently.
Allows you to apply Opening Hours for your service team. Handling and routing based on opening hours is part of your Workflows e.g. by routing the call according to the "Check Opening Hours" Workflow Activity.
To be selectable in this Opening Hours entry (data entity) must be created first - and made available within the same Organization Units of the service or Tenant-wide.
Each team may decide if the opening hours are defined as primary or secondary. This is determined via service-individual Service Settings > "General" Tab.
Ruleset: Primary and Secondary Opening Hours
Opening Hours Period Ruleset:
Rule of thumb: Primary Defined? > Secondary Defined? > Both no? > Use Primary Default!
An example of how this rule is applied can be found below.
Service Settings with applied opening hours. The current applicable status is shown under "Active Opening Hours".
Show me an example
These values are mandatory Service Level Agreements (SLA) to specify as they are integral part of your team's Reporting and the Nimbus Reporting Model KPI calculation.
|SLA Acceptance Time in Seconds|
Maximum allowed time in queue before a task (read: incoming call) in the Dashboard is flagged as outside of SLA.
Shows as "Acceptance SLA" in both Reporting and historic Power BI reporting. Directly relates to Nimbus KPI Calculations.
|SLA Hangup Time in Seconds|
Maximum allowed time in which the caller can hang up on a call without it being flagged as outside of SLA.
Shows as " Hangup SLA " in both Reporting and historic Power BI reporting. Directly relates to Nimbus KPI Calculations.
Hung-up calls will still be considered as failed and thus show up as "Hangup in Queue" (red) in Reporting.
Hide User Statistics from Reporting
TENANT ADMIN Privacy setting - To be compliant with GDPR regulations and respect Nimbus user privacy you can hide the "User Statistics" widget from the Service's respective Reporting view.
TEAM OWNER As service / team owner you may check on this setting, but not change it.
→ All Nimbus users of this service will not be able to inspect the "User Statistics " > (not) accepted tasks" anymore. This also includes team owners / service administrators.
→ The "Task Heatmap" widget will utilize the remaining space within the Reporting view.
Note that this setting is only affecting the Frontend reporting and not the actual Nimbus Reporting Model backend data. You can still evaluate / anonymize call data within Power BI Paginated Reports.
Shows workflow related settings. Use the pull-down to choose any of the Workflows of your team.
Note that you can switch between workflows available within your Organization Units but not edit their structure from within this tab. Defining workflows is part of Nimbus Configuration.
Potential live business impacts!
Note that changing or editing any productive Workflow will immediately apply to your current service once you press "Save and Apply". In case of an incomplete or erroneous workflow this may cause interruptions to your daily service, including lost calls.
- If you want to make changes without impacting current productive work, make changes in the workflow tab instead, e.g. by working on a separate workflow that you can test on a separate service team first. When finished editing you have the possibility review changes first before setting the new workflow as your productive one.
- Experimental or "in progress" workflows should be moved to Organization Units where productive services cannot see and select them.
- We recommend to perform workflow switches at certain defined points in a day (e.g. breaks) or outside productive business hours.
All existing call sessions will be handled with the workflow settings they were originally created with. Already queued tasks will not be directed to another workflow.
Voice Message Channel
Some workflows can contain steps that create voice messages, e.g. shown within Adaptive Cards. Any Microsoft Teams channel within your team can be used, "General" being the default.
Nimbus chat bot will automatically post voice messages to the new channel, however existing messages are not transferred.
Contains settings related to call distribution.
Note that - once applied - these settings affect all current or future users in this service.
Allows to configure settings that affect Nimbus user status handling and call distribution.
|User Assignment Type|
Shows how (new) users are assigned to this service. → See User assignment types.
The default for Nimbus is "Microsoft Teams Based". Users are directly synched to the Teams channel related to the current service.
Why is this setting locked? The assignment type is determined during Service Provisioning.
Contact Center Service Type feature.
Why is this setting locked? Distribution Policies are managed and changed via the Service Administration, depending on your service type and licsense.
|New users immediately active|
The " Active" setting determines if Microsoft Team "Members" are considered as users for Nimbus call distribution. Enabling this feature will automatically add new team members to your Nimbus service team.
An "Active" state has the following effects:
Good to know
Don't see this setting? Active state toggles do not apply for skill-based services.
Determines call distribution based on user presence state as set in their MS Teams client.
Precondition: Regardless of Microsoft Teams IM presence, a user always needs to be "Active" in the service to receive Nimbus distributed calls → See above.
On the My Services dashboard a user will be shown in state: "(Not) Available" according to the configuration above:
When a user is part of multiple teams and already taking a call for one service line, the user is also marked as " Not Available " in all other Nimbus teams.
IM presence states considered by Nimbus are:
- Do Not Disturb
Related settings to check
Whenever you make adjustments to your Distribution we also recommend to check the following:
Workflows - as activities inside - such as "Availability-based Routing" or "Queue" will affect call distribution, reaching more or fewer (active) users respectively. MS Teams presence is also re-evaluated depending on the "Distribution Type" setting in the "Queue" workflow activity:
"Queue / " workflow activity Distribution Type setting Availability Scenario Effective Task distribution Broadcast
When a user turns back to "Available" and a broadcast task is in the queue.
During the next distribution iteration (timeout criteria or decline by other users) the user is included for distribution. Direct
When a user turns back to "Available " and a direct distribution task is in the queue.
During the next distribution iteration (e.g. RONA criteria or decline by previously selected) this user included for distribution.
When user is "Not Available" Pickup controls are disabled (e.g. in Dashboard)
During the next distribution iteration (e.g. RONA timeout) this user included for distribution.
A message will be shown on mouse-over that the IM presence is preventing task handling.
None, see node exit ►
No One Available
Currently all users are inactive (or active but set "offline" in MS Teams)
None, see node exit ►
In Time Available
Currently active users are not immediately available e.g. "DND/Away/Busy" or when occupied by another call.
None, see node exit ►
Currently at least 1 user is available = MS Teams presence set "available" and also set to "active" in Nimbus).
Reporting Settings (Settings > General > Reporting ) - as user related distribution and availability changes can directly affect your reporting SLA.
Contact Center Service Type feature. The Task Priority determines how incoming calls from this service are handled in sequential order.
|Configurable Property||Description||Behavior||What it looks like|
When a new task enters the to the queue, it gets a priority according to the service setting:
When should I select "Strict" or "Nothing Else" as my priority?
Note that selecting either "Strict" and "Nothing Else" will ignore round-robin distribution. Tasks get lost due to potentially long queue times.
In views with a task list (e.g. My Overview or Personal Dashboards with "Task" widgets) a "Priority" column indicates how high this task is ranked in the queue. With this setting, tasks may now "displace" existing tasks to a new rank.
Weighted Round Robin Task Distribution
Due to the rules above, task may "starve" for very long in a queue. An example would be a "Lowest" priority task getting outranked by higher priority tasks. To avoid this, a weighted round robin method is in place to mix in lower-priority tasks, equally distributed amonst available users:
|Round Counter||Round 1||Round 2||Round 3||Round 4||Round 5||Round 6|
Weighted Round Robin
The Round Robin procedure distributes the calls in such a way that the ratio between the individual priority levels is always 2:1. Each time another "Round" is started, that round counter is applied to the "weight" of the remaining tasks.
The example above assumes a configuration with 3 priority levels. There are 21 calls in the queue, with the following priority:
Following the 2:1 rule, the calls are queue over time t as follows:
Sources: Weighted Round Robin (Wikipedia Article). Please note that this example only works as long as no new calls are being processed. Calls with strict or no priority are not considered in this rule.
Task Priority in "Queue" workflow activites
In a multi-service environment, the "Priority" setting effects your "Distribution Type" setting within a Queue Workflow Activity:
2 Services A&B using a "Broadcast" Queue Activity setting in their Workflows.
|The "Broadcast" Queue setting is fixed to a 10-user batch. In a Priority scenario the first call entering – even if lower priority – may block higher priority tasks.|
After Call Work (ACW)
Contact Center Service Type feature. ACW time (in seconds) is added to the end of a call session until the user is considered available again to take the next task.
|Option||Description||ACW in Portal UI View|
|Enable ACW Time|
When enabled, shows ACW in both My Sessions and Assistant in the Nimbus portal.
Once enabled the default ACW time (02:30 mm:ss) is granted. Can optionally be extended or stopped with the additional options below.
|Allow Early End|
Enables all Nimbus users of that service to stop the ACW counter at any time.
→ Stopping ACW will free up the user to become "Available" within Nimbus and receive the next task / call.
|Allow Time Extension|
Enables all Nimbus users of that service to extend ACW by the amount specified in the " Maximum ACW Extension Time ".
This time is granted as flat "new" value to the user, not added to any remaining ACW time.
Notes on After Call Work (ACW)
- When a user goes offline in Microsoft Teams it will terminate the remaining ACW time for that user.
- Changing the ACW Toggle / Time in settings during productive hours will have an impact on new (incoming) Tasks only.
- Users are blocked from all other Nimbus service calls during ACW.
- ACW is also tracked in Power BI for reporting purposes. Reports ACW time in seconds or "Null" if disabled. Total ACW time in a single service session is summed up from all involved user sessions.
Contact Center Service Type feature. RONA (Redirect On No Answer) is a "not selectable / available" User State for all type of services. 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.
The RONA status ensures that the call doesn't get lost and is instead redirected back to the queue (or handled otherwise via the Workflow). RONA is also tracked in the Nimbus Reporting Model, and can be evaluated via Power BI OData interface.
This status does not apply when the Distribution Type in your Queue Workflow Activity is set to "Broadcast", as it would otherwise flag entire batches of users with RONA status when a call doesn't reach them.
You can configure RONA as follows:
(toggle, default: disabled)
Adds a persistent RONA state to any Contact Center licensed users of that service when they fullfill either of the following criteria:
While in RONA status the user is considered as "Not selectable / Available" by Nimbus and will not receive further call invitations. → See note below.
|RONA Reset Time|
RONA Reset Time (must to be specified)
RONA Reset Conditions
An already active RONA state can be reset as follows:
Changing the persistent RONA flag to false or changing the reset time will not have an impact on already set RONA states.
Outbound Service Call
Enterprise Routing Contact Center Service Type feature. Allows all users of that service to impersonate as the service during an outbound call. Also known as "Call As" or "Call On Behalf".
- Users of this feature must be part of a Enterprise Routing or Contact Center Service.
- The service must be enabled for "Outbound Service Call" via the "Distribution" Tab Service Settings.
- The service needs to have a PSTN number assigned in order to dial out to an external number. → Also see "Known limitations" chapter below.
Note that Basic IVR Services (User assignment type = None) are excluded from this feature.
To initiate Outbound Service Calls:
- Navigate to the My Overview or My Services view and click on the telephone icon next to the service you want to call as.
- → A teams dial out popup opens. You can now dial a number.
Before calling you can still choose between all services which are available to you (and enabled for "Outbound Service").
- To start the outbound conversation, click on the "Call" icon .
Call button states and interaction
- Nimbus interactions will disable the call button, e.g. when the user has an incoming / connected call or ACW task.
- Offline and DND will not disable the button. User related "Busy Available/ Away Available" settings - made via Distribution Service Settings > Conversations Distribution – such as "available when busy" – are also ignored.
Currently Known Limitations
- PSTN Licensing: When the selected Service doesn't have an applied phone number, the dial pad is disabled. Dial out to a UPN is allowed. → Also refer to the "Transfer to PSTN Limitation" below.
- UI visibility : "Outbound Service" calls are currently not shown in any UI like My Sessions or Attendant Console - as a result user won't be able to park/transfer/consult/etc.
- Reporting visibility: Terminated outbound calls are not reflected on any reporting view (Reporting, Dashboard or Power BI)
- O365 Search: In order to retrieve and call to O365 contacts, a tenant admin need to grant "User.Read.All" consent for all Nimbus users, as described on the required user permissions page. We are investigating if these permissions can be reduced.
Transfer to PSTN limitation
Out-of-the-box, Nimbus and affiliated addons can only perform PSTN transfers according to Microsoft's licensing and constraints.
Which PSTN license do I need to acquire?
As a tenant administrator you need to acquire the following licenses and assign them to the application instance of the respective Nimbus SOURCE service (team) that will act as PSTN transferor:
|Your Setup||Required License|
|Direct Routing||"Microsoft Teams Phone Resource Account"|
|Calling Plan||"Microsoft Teams Phone Resource Account"|
+ "Microsoft Teams Domestic Calling Plan" or "Microsoft Teams Domestic and International Calling Plan" or "Microsoft Teams Calling Plan pay-as-you-go"
+ "Communication Credits" (if these aren't already included as part of your plan)
|Operator Connect||"Microsoft Teams Phone Resource Account"|
As of 2023 "Microsoft Teams Phone Standard" licences are no longer supported by Microsoft. Previously those licenses were viable for Nimbus. → Regardless if you are using Direct Routing, Calling Plans, Operator Connect - the "Microsoft Teams Phone Resource Account" license is now always required.
Please note that Luware staff cannot make recommendations on which license plan is best suited for your needs. Depending on your scenario, additional Teams App licenses may be required. Exact details are to be discussed with your Microsoft contacts.
Also see: https://learn.microsoft.com/en-us/microsoftteams/teams-add-on-licensing/virtual-user
How does PSTN licensing affect Service and Call Transfers?
Assuming that Service A has a PSTN license assigned - but further Services don't - the following scenario may unfold:
Note that handling and tracking of running cost for PSTN licenses is outside of Luware support scope.
If you require assistance in extending and/or configuring your Nimbus services for PSTN our support will gladly assist you:
Refer to the external reference: Microsoft Teams PSTN connectivity options and Microsoft Teams add-on licenses.
Allows to configure additional information (context, codes) that may be or provided alongside a service call session.
Enterprise Routing Please note that this is an Enterprise Routing Feature.
Please note that all context items are defined in the Configuration. Some context requires technical expertise and is limited to the Admin backend of Nimbus.
Portal Conversation Context
By adding Context a separate URL (e.g. a CRM or Support-Tool) can be opened in additional browser tab.
Available items must be defined via Conversation Context located within the Configuration. This can be done by service owners themselves
In addition to the My Sessions showing caller information you can define Context to open in a extra tab or widget whenever a Nimbus call is accepted.
Possible use cases for context could be:
- Create, update or open incident tickets in your based on incoming call information.
- Provide additional help or instructions to your Agents, based on the called services.
- Extend the call scenario with further browser-based applications such as CRM, SAP or custom-developed apps.
Please read before using this feature
There are some points to consider before you start using context in Nimbus:
|Context tabs require your opened browser|
To open context in tabs during active calls, your Nimbus Personal App must run in your browser.
The Nimbus Teams Tab or MS Teams itself cannot open context by itself.
→ Within MS Teams you can open Nimbus via the " Go to Website " Icon located at the top right of your Nimbus app. Alternatively you can use any of the following links:
Make sure to configure your web proxies to allow access to these domains or whitelist the complete *.luware.cloud domain.
Open Nimbus in Browser
|Prevent pop-up blocking|
To ensure that this feature works as intended, make sure that Microsoft Teams and Nimbus URLs are excempt from any pop-up blockers.
Your company IT policies, Ad-blocking addons or browser specific settings can also provent opening of context.
Pop-up warning from Microsoft Edge
|Consider additional context options|
Note that Nimbus can display context in multiple ways:
Power Tip: By using our Microsoft Power Automate Connector or your own MS Power App URLs you can greatly extend the possibilities of showing dynamic context to your users. Refer to our steadily growing List of Use Cases for more inspiration on how to leverage external systems for rich Nimbus context.
Context in My Sessions
Assistant Conversation Context
Assistant works standalone App and can also provide context during calls to individual users. As Administrator you can configure the following:
- Define (Service or User) specific Call Templates that trigger data requests and can open other local apps or scripts on an incoming call.
- Re-use or define specific conversation context context opened as the call is ringing or accepted. By doing so, users do not need tohave
Once Assistant is installed and running in the background of a user's PC, a permanently opened Nimbus browser tab (e.g. My Sessions view) is not required anymore to get call context.
Within a Service you can configure context for Assistant individually as follows. Either option or a combination is possibe:
|Audience||What to configure||Description|
|For individual Users (Agents)|
Direct Call Templates are assigned and triggered by Assistant for an individual user, opened in their system-default browser during an incoming direct call.
Direct Call Templates containing the trigger points and actions and must be defined via Administrator-side Configuration first. Once created, Templates can be added to a user via Assistant User Settings.
Our Use Case - Chaining of Assistant requests provides a step-by-step example.
Configuring User-specific context for Assistant
Service Call Templates are assigned and triggered by Assistant during an incoming service call.
Service Call Templates containing the trigger points and actions must be defined via Administrator-side Configuration first. Once created, Templates can be added to a user via Context Service Settings.
Our Use Case - Chaining of Assistant requests provides a step-by-step example.
Configuring Service-wide context for Assistant
Note that the same configured context items can be assigned for Nimbus frontend portal users simultaneously – e.g. while having My Sessions opened in a browser tab already.
Assistant users do not need to have the portal open at all times anymore, as they receive context via the App itself.
Context is opened by Assistant in the Nimbus users default browser during an incoming service call.
Context items must be defined in the Administrator-side Configuration first to appear as entries to add to a service via Context Service Settings.
Our Use Case - Defining and using Conversation Context provides a step-by-step example on how to configure this.
Codes (Primary, Secondary)
Allows users to specify Primary and Secondary codes to be stored alongside a customer interaction in the My Sessions view. Codes will stored as part of historic reporting and available via Power BI.
The corresponding Widgets need to be enabled in → Extensions tab.
Primary and Secondary Codes must be configured beforehand before they can be added.
Manages extension Nimbus Features such as Codes and Conversation Context displayed on the My Sessions overview . Enabled features are immediately available to all Nimbus service team members.
Before you enable extensions
Please note that some extensions will only be fully configurable when you have the according license applied via the Service Administration. Refer to Nimbus Features for an overview and get in contact with your Nimbus sales contact if you require a demonstration.
My Sessions Widgets
Enterprise Routing Contact Center These features require either an Enterprise Routing or Contact Center license on the service.
Widgets are configured for the My Sessions view which provides caller information and context during an ongoing or concluded call.
The following settings can be configured:
|Codes and Tags|
Enables a "Codes & Tags" widget in the My Sessions view. Users can click on any conclused session (marked with ) to fill in these interaction details.
Note that configured Codes need be available to the respective service's Organization Unit and be appliedin the Context Service Settings in order to be visible as entries in this view.
Enables a "Contact Search" widget in the My Sessions view. During an ongoing call you can perform a search and notify contacts in your Organization.
Enables a "Conversation Context" widget in the My Sessions view. During an ongoing call this area can open one website based on preconfigured context, for example:
My Sessions "Conversation Context" showing a website
Note that configured Conversation Context needs to be available to the respective service's Organization Unit and be applied in the Extension Service Settings in order to appear in this widget.
Context can be greatly expanded by using the Microsoft Power Automate Connector. Read our related Use Case - Defining and using Conversation Context for a simple hands-on example and check out our List of Use Cases for more inspiration.
Interact allows customers to directly communicate with your service agents via website, without the need to install or run a chat client on their side.
- TENANT ADMIN The tab becomes visible when Interact was enabled in Tenant administration. Once configured Interact allows customers to reach the service directly from external URLs (websites) via small chat or voice widgets.
Contact Center The Contact Center license needs to assigned to a service for the settings to become visible. See Service Administration > General Tab > Licenses.
Editing Interact Service details
After the Service has the according license the Interact-tab will become visible.
The following options can be configured:
Nimbus distributed service calls will still reach the service despite of this setting.
|Can be contacted on busy||Determines if outside contact controls are disabled when the service is busy (all users preoccupied with other tasks).|
Toggle that applies Interact Domain Templates (CORS) as "whitelists"
Lists Interact Domain Templates (CORS) available under the same Organization Units as the current service.
Default script with settings of current Service, which is later can be inserted into a the web page and used as a contact widget.
Please note that the "Contact ID" and "WidgetKey" are unique to the current service and should not be mixed.
Use the "Copy" button for easy Snippet Code retrieval.
- Learn more about the configuration in our Use Case - Setting up Interact.
- Interact features can also be enabled per user. See Interact User Settings .
Contact Center feature. Contact Center licenses are required on the Service Administration and User Administration.
TENANT ADMIN The "Agents" tab becomes visible when the Service type is set to Contact Center (skill-based distribution) and has Agents / Owners assigned via Service Permissions.
User Skills and Levels need to be configured as assignable items first before they can be assigned to Agents. Refer to our Use Case - Setting up a Contact Center for a full walkthrough.
TEAM OWNER You will see this tab when your service has Contact Center Features enabled and "Agents" assigned.
TEAM OWNER Any service owner can access the "Agents" tab to adjust the levels of Skills and Responsibilities of Agents assigned to your service.
Acts as the equivalent to the toggle, available in the Assistant app.
Agent changes and their effects
Please be aware that profile edits on users have potential widespread effects:
An example for skills / responsibility levels:
Important: If you share Agents between multiple team owners, coordinate your changes to their skillsets and responsibilities. Refer to the Distribution Order page for more details.
|Edit (Skills / Responsibilites)|
Allows adjustment of Skills and Responsibilities for each User.