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Operations

FOR ADMINISTRATORS

TENANT ADMIN Note that this Knowledge Base page will only cover a functionality description of the "Operations" UI. For help on technical or operation issues within your Nimbus instance, please get in touch with your Support partner.

PARTNER ADMINISTRATOR If you are a partner administrator, please login to https://helpdesk.luware.cloud/ for in-depth technical questions and issue handling. This page does not contain technical troubleshooting or operation contents.

💡 Data Privacy: Tenant-wide settings may limit access to customer data in the views below, showing you anonymized contents instead.

 

Service Operations

This view allows administrators to check on ongoing and historical sessions.

Service Operations - Example live tasks

The following elements are available:

Element Description
Service

Contains a search / selection field for Tenant and Service.

💡 No tasks and interaction results are shown until both entries are selected.
Tasks Widget

Corresponds with the → Tasks List below. Shows conversation states, same as they are visible on the respective service's live Dashboard.

  • Connected (to a user
  • In Queue
  • In IVR
  • In IVR After Queue
  • Parked, Transferring
  • Dialing Out
  • Additional "invisible" states involve:
    • Establishing (a session)
    • In ACW (After Call Work) 
    • Terminated when the call is terminated on Reporting side, but the task was not cleaned up in TaskManager.
    • Blocked when the task was not cleaned up in TaskManager and it is not possible to find a related call.
    • Ringing when Outbound Service Call / Call On Behalf is ringing to a user.
Last Interaction

Highlights the last → History interaction and task resolution.

💡 Also persists when the History is currently filtered to another view.
Interactions Lists service session outcomes as described further in the Nimbus Reporting Model.
Last Updated

Refreshes the entire view.

💡 Applied filters in the → History will remain intact.
Tasks List

Shows current ongoing tasks of the Tenant and Service. Shows conversation states, same as they are visible on the respective service's live Dashboard.

  • This view will automatically refreshes as new tasks are coming in. 
  • By default this table is grouped by task state. "Invisible" states are grouped under "other". 
    → See Tasks Widget description above for a list of task states.

ABOUT "REMOVE TASKS" OPTION

CAUTION: Via "Remove Task" icon you can also end still ongoing (productive) call/chat tasks. 
→ If technical issues and hanging tasks reoccur regularly, get in touch with Luware support so the underlying issue can be addressed.

Website https://luware.com/support/
Helpdesk https://helpdesk.luware.cloud 
Service Status https://status.luware.cloud/
 
History

Table with the following columns:

  • Direction of the call (inbound, outbound)
  • Date & Time when the session started
  • Source: Caller Identifier
  • Queued if task was queued within selected service
  • First Accepted user who accepted the task for this service session
  • Opening Hours at the time of the task
  • Issues reported by the user (if any)
  • Result of the session as per Nimbus Reporting Model
  • Duration of the session
  • Actions (download Trace logs)

TENANT ADMIN: You can download trace files as attachment for support cases.

💡 This view allows the application of filters.

Customer Operations

Allows to export and anonymize data on a customer tenant.

Customer Operations - Example historical sessions

The following elements are available: 

Element Description
Customer

Contains a search / selection field for Tenant and Source.

💡No history results are shown until both entries are selected.

💡 The search field makes suggestions after the 3rd character entered:

  • Typing "ray" will find users like "Raymond" or "Dorain Gray"
  • Typing PSTN numbers like "4567" will show +412345678910
  • Results are shown 
Last Interaction

Highlights the last → History interaction and task resolution.

💡 Also persists when the History is currently filtered to another view.
Interactions Lists service session outcomes as described further in the Nimbus Reporting Model.
History

Table with the following columns:

  • Date&Time when the session started 💡 This is the default sorting order.
  • Source: Caller Identifier, PSTN or User Name.
  • Intial service name, as defined in General Service Settings
  • 1st Queued service which had a "Queue" workflow activity
  • Last connected user who was connected to the customer in a session.
  • Opening Hours at the time of the task
  • Issues reported by the user (if any)
  • Result of the session as per Nimbus Reporting Model
  • Duration of the session
  • Actions (Icons)

TENANT ADMIN: You can download trace files as attachment for support cases.

💡 This view allows the application of filters.

Filtering

🔍 This option is available in all "Operations" pages, but the available filters may vary. Please note:

  • Filters will narrow down entries with "AND" operator, meaning that all conditions must be met. 
  • You can edit a filter by clicking on its entry or remove it via the "x" icon.
  • Filters persist when you refresh the page, e.g. via service selection, search results or via the "Last Updated" refresh.
Session History with applied filters
Administration Overview

BEFORE YOU START Access to the Admin Panel is granted via the following links: Ni...

Service Administration

The " Services" view allows administrators to manage, edit and remove existing te...

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