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.

Considerations

💡Before creating your first Dashboards, here are some important thoughts and considerations.

Personal and Non-Personal Dashboards

To unify dashboard design, Non-Personal Dashboards may instead be available (published) by administrators and will be listed alongside any personal Dashboards you've created. Icons help identifying the type of Dashboard.

Dashboard (data) access

• Once created, Dashboards are owned by that Nimbus user and cannot be reassigned. If the user is deleted, all related Dashboards are removed as well
• Dashboard data shown is based on signed-in User Role. Not every Nimbus user has full access on all data. Refer to Dashboard Widgets to see which user role can access the respective widgets and data.
• Dashboard service filter visibility is following Organization Units 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.
• Data updates: Updates to Service KPI. filters and Organization Unit changes may not occur immediately, but upon next data refresh or Dashboard view reload in the Nimbus main menu.

Using Dashboards for alerting and notification

Dashboards may be used to audio-signal certain thresholds. When using them for signalization, please note the following:

Creating 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. 💡Mandatory, max. 40 characters
   2. Description - will be displayed below the name. 💡 Optional, max. 80 characters
   3. Color - will be used as background for the dashboard tile if you don't specifiy an image 💡 Mandatory
   4. Picture - a background used as thumbnail for your Dashboard card in the overview. 💡 Optional, max. size 1 MB. The image will be scaled to fit.

💡 Tip: You can review these settings on any existing Dashboard.

Dashboard Widgets / Edit Mode

✅ 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.
 

💡 A new Dashboard is shown without widgets and opened in "Edit mode" so you can add widgets right away.

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, 
   1. 💡You can add multiples of the same widget as needed, e.g. with different filter settings.
   2. 💡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 in their Properties 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. 

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.

Show a list of all widget properties…

Dashboard Widget Properties

Dashboard Widget Properties apply to all Dashboard widgets in both Personal Dashboards and Non-Personal Dashboards. This page is organized in four parts:

1. Widget catalogue — every widget in Nimbus Dashboards, listed by purpose and user access.
2. Common properties — properties that apply across most widgets (size, scaling, thresholds, …).
3. Tabular / chart properties — properties exclusive to tabular or chart-type widgets.
4. Per-widget reference — properties unique to a specific widget.

💡HOW TO BROWSE THIS PAGE

Many widgets share concepts

• Use the Table of Contents on the right-hand side to navigate.
• Use CTRL+F to search for elements matching the Nimbus UI.
• This resource relies on task-related concepts and Nimbus KPI Calculations.

 

Privacy Settings

GDPR Data Privacy Tenant Settings: When "Display User State Durations" is disabled in Data Privacy, the Time in Presence State and Time in Duty Profile columns are hidden on the User State Tabular and User Supervisor Tabular widgets, together with any thresholds that reference them. This also affects data and time columns displayed in various “fixed” Nimbus overviews, such as Live View.

 

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Widget catalogue

Nimbus currently provides 19 widgets, divided into three groups. The widget group determines the data source choices and which properties are available.

Dashboard Widgets

INC Dashboard Widget Data Size Limitations

☝FILTER/QUERY SIZE LIMITATIONS

To keep the performance on Dashboards manageable, query limits of 200 users / 200 services each apply on filtering (e.g. when selecting very large Organization Units). This limit applies summed-up across all widgets on the same Dashboard.

💡A warning and counters will be shown when this limit is exceeded and data will not be queried.

💡(Existing) Dashboards that break this limit will not be adjusted retroactively, but also show the warning instead of the actual data query.

 

Contact Center Portal User Roles with access ►			SUPERVISOR		TEAM / SERVICE OWNER		CC USER
Widget Group	Name	Description	User	Service	Owner	Owner Limited	Team Member / Agent
Service Widgets	Service KPI Tile	Shows a single service KPI for the selected services.		✅	✅	✅	✅
	Service KPI Tabular	Shows Service KPI's per Service in a tabular view.		✅	✅	✅	✅
	Service KPI Chart	Shows a single historical service KPI value of today for the selected services with comparative trend and graphical look back.		✅	✅	✅	✅
	Service KPI Comparison Chart	Shows Service KPI's in a chart per Service for comparison.		✅	✅	✅	✅
	Service KPI Graph	Shows Service KPI's aggregated for one or more services over time.		✅	✅	✅	✅
	Service Queue Tabular	Shows the current tasks in queue for multiple services.		✅	✅	✅	✅
	Live Service Tasks Tabular	Shows the current live inbound tasks for multiple services.		✅	✅	✅	✅
	Service Outbound Tasks Tabular	Shows the current Outboundoutbound tasks for multiple services.		✅ 🔧	✅ 🔧	✅	✅
	Service External Tasks Tabular	Shows a heatmap with task resolution information with historical data ranging back up to 4 weeks.		✅ 🔧	✅ 🔧	✅	✅
	Service Heatmap	Shows the a Heatfor multiple services.		✅	✅	✅	✅
	Service Supervision	Shows the current tasks for multiple services to supervise → See Dashboard Supervision		✅ 🔧🔎 ▼
User Widgets	User Performance Tabular	Shows the user performance information in a tabular view.	✅
	User State Tabular	Shows the current user states in a tabular view.	✅		✅
	User State Chart	Shows the current user states in a chart view.	✅		✅
	User Supervisor Tabular	Allows supervisors to administrate users. → See Dashboard Supervision	✅ 🔧🔎 ▼
	User Tile	Shows a count of users matching your filter criteria.	✅		✅
Common Widgets	Markdown	Allows you to display formatted text and pictures on your dashboard through markdown syntax.	✅	✅	✅	✅	✅
	Date & Time	Shows the current Date and/or Time.	✅	✅	✅	✅	✅
	Embedded Website	Allows you to present external content/websites on your dashboard.	✅	✅	✅	✅	✅

About widget access

🔎Dashboard Access:

• Contact Center User licenses are required to view any personal Dashboards or non-personal Dashboards in the Nimbus UI.
• Additionally, a service-affiliated user role (e.g. member, owner) is required to see data in within widgets, following Organization Unit rules (→ see Data Access Rule below).

🔎Supervision / Agent Roles:

• 🔧 Users with additional extended permissions (Supervisors , Service/Team Owners) can interact with certain widgets, e.g. to perform Dashboard Supervision or delete pending from the queue. ✅ This requires an additional “Supervisor” role, to be applied via User Administration > Roles tab.
• ☝ Note that Supervisors which also act as Agents (assigned in Agent Service Settings) cannot engage in Supervision sessions while they have a call ongoing. 

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🔎Data Access Rule: Dashboards and data shown inside widgets follow general User Permission and Organization Unit restrictions, meaning:

• Data is shown according to the currently logged in user permissions, not any delegated permissions of the user that created the Dashboard. 
• Filter (re)adjustments to widgets are allowed if the user has access, but only by following "reading along the path" Organization Unit rules of that user.

🤔 What does this mean? Dashboard user B may see and customize widgets which may have been originally added by different user A (e.g. an higher level Admin). However, the Service KPI, as well as User and Task information shown inside those widgets is always limited to the services the user B is a part of.

 

Property x Widget matrix

The following matrix summarizes which property applies to which widget group. ✅ = always available, 🗃️ = available on selected widgets in the group (see per-widget reference below).

Property	Service Widgets	User	External Tasks
Title / Show Title	✅	✅	✅
Width / Height	✅	✅	✅
Scale / Content Size	✅	✅	✅
Background Color	🗃️ (KPI tile)	🗃️ (User Tile)	–
Data Source (Services / Org Units)	✅	–	–
Data Source (Users / Org Units)	–	✅	–
Filters: Direction, Modality, States, Profile Level	🗃️ (tabular)	–	–
Filters: Presence / Duty	–	✅	–
Time Frame	🗃️ (historical KPIs)	🗃️ (Performance)	–
KPI selection	🗃️ (KPI widgets)	–	–
Thresholds	🗃️	🗃️	–
Columns / Sorting	🗃️ (tabular)	🗃️ (tabular)	–
Chart Orientation / Legend / Value Labels	🗃️ (chart)	🗃️ (chart)	–

Common properties

Avatar

Appears as a column (userAvatar, avatar) in User- and Supervision-related tabular widgets, and as the visual element of the User Tile widget. The avatar is sourced from the Tenant's user directory and overlays a colored Presence State indicator.

Background Color

Applies to the Service KPI tile and User Tile widgets only. Font color automatically inverts to maintain contrast on bright backgrounds.

☝ Note that invalid hex values are rejected at save-time and the previous color is restored. Colours must be expressed as hex codes matching ^#([A-Fa-f0-9]{6}|[A-Fa-f0-9]{3})$.

Content Size

Scales the inner content of a widget without changing its grid footprint. Allowed ranges depend on the widget type:

Widget family	Range	Step	Default
Chart widgets	50–400	10	100
Tabular widgets	50–400	10	100
Embedded Website	10–100	10	100

Data Source

Determines which entities feed a widget. Changing data source clears previously selected items.

• Service widgets — Services or Organization Units. Organisation Units expand to the services they contain.
• User widgets — Users or Organization Units. Organisation Units expand to their members.

✅Role assignment: Selecting Organisation Units requires the matching Service Supervisor or User Supervisor Portal Role. Also see → User Administration > Roles tab.

Service Type "Supervisor" Role applied	"Service" Type widget OU selection

 

Filters

Filters narrow the data shown by a widget. The available filters depend on whether the widget is service-scoped or user-scoped. The first table covers service-scoped widgets (Queue Tabular, Live Inbound Tabular, Outbound Tabular, External Tabular, Supervision Tabular, Heatmap); the second covers user-scoped widgets (User State Tabular, User Tile, User State Chart, User Supervisor Tabular).

Scope	Filter	Description
Service	Direction	Inbound, Outbound.
	Initial Modality	Communication channel (voice, chat, email, …).
	State	Nimbus Service Task States: In IVR, In Queue, In IVR After Queue, Connected, Parked, On Hold, Transferring, Ringing, Dialing Out.
	Profile Level	Distribution escalation level in the current service queue.
	Type	For Outbound Tasks: inbound vs outbound service type.
	Due Date / Retries Left	Outbound Tasks only, with an operator (= ≠ > ≥ < ≤).
	Task Type / Show Busy Hours Only	Heatmap only.
User	Presence State	MS Teams presence: Available, Available (Idle), Away, Be right back, Busy, Busy (Idle), Do not disturb, Offline, Unknown.
	Presence Activity	MS Teams activity (e.g. Out of Office, Busy in a Call) when extended presence tracking is enabled.
	Duty State	On Duty: Available, On Duty: Not Available, Off Duty.
	Duty Profile	Selected Responsibility Profiles
	User License Types	Filter by assigned license.
	Time in State / Time in Duty Profile / ACW / ACW Extended / RONA	User Supervisor Tabular only; each is a numeric value plus an operator (= ≠ > ≥ < ≤).
	Time in Presence State	User State Tabular and User Supervisor Tabular.  Operator dropdown (IsEqualTo, Greater, GreaterOrEqual, Less, LessOrEqual) plus a HH:MM:SS value. Gated by Data Privacy > Display User State Durations.
	Time in Duty Profile	User State Tabular and User Supervisor Tabular. Operator dropdown (IsEqualTo, Greater, GreaterOrEqual, Less, LessOrEqual) plus a HH:MM:SS value. Gated by Data Privacy > Display User State Durations.

🔎Data access

✅ Filters apply on entries previously selected via Data Source field (either Services, Users, or Organization Units). 

✅ GDPR Data visbility: 

• You need to be "Service Owner" of services on which you want to apply user filters on. Also refer to Portal Roles > Flexible Dashboards for detailed overview on which user role can see the data you showcase in a Dashboard widget.
• When user-state tracking is disabled at tenant level the related columns and filters are hidden.

 

Height & Width

Determines grid tiles used by the widget. Each widget has a fixed minimum size that the grid snaps back to. Defaults are listed under the per-widget reference. While in Edit mode, drag the handles in the widget's bottom-right corner to resize.

Scale

Scales text and inner elements without changing the widget's grid footprint. Overflow falls back to scroll bars inside the widget.

Title & Show Title

Customizable widget title. The Show Title toggle hides the bar on widgets where the title is purely decorative (Markdown, Date and Time, Embedded Website default to hidden).

💡 Good to know: Dynamic KPI title placeholders

Widgets that display a single KPI accept the <KPI> placeholder in the title; it is replaced with the selected KPI name at runtime (e.g. "My Service <KPI>" → "My Service Acceptance SLA").

 

Time Frame

Narrows historical KPI data by time window. The list of intervals is widget-dependent and uses these canonical keys internally:

Key	Window
currentDay	From 00:00 today until now.
last48h	Rolling 48 hours.
last5days	Rolling 5 days (default for some look-back charts).
last7days	Rolling 7 days.
last30days	Rolling 30 days (default for most KPI widgets).
last4Weeks	Default for the Heatmap.

Tabular widget properties

Property	Description & allowed values
Colums	Tabular widgets expose a configurable column set. Columns can be added, removed, reordered (drag & drop) and resized (drag the handle between headers). Sort order is set by clicking a column header in Edit mode.
Sorting	Each tabular widget persists a default sort expression and direction (Ascending / Descending). ☝ The sort expression must reference a field that exists in the column set.
Value Labels	💡Only Present on the Supervision and Outbound Task widgets.  ✅ Requires the Supervisor user role.  🔍 Refer to Dashboard Supervision for the available actions.
Items per Page	Specifies the number of table rows shown before pagination kicks in.

Chart widget properties

Property	Description & allowed values
Orientation	Bars / columns are displayed Vertical (default) or Horizontal.
Legend	Position of the KPI legend: Hidden, Right, Bottom, Left, Top. When hidden, the legend is still available via an info-icon mouse-over.
Value Labels	Toggles inline data labels on chart bars / points. Default off.
Max Items Size	Caps the number of categories shown by a chart. Default 10. Items beyond the cap are aggregated in an "Others" group where applicable.

Service Widget Reference

Service KPI

Property	Value / Default
KPI	Single KPI (see KPI list below).
Background Color	Hex value, default #4F5186.
Other properties	Time Frame, Data Source, Thresholds, Show Title.
Default size	2×2 (min 1×1).

Service KPI Tabular

Property	Value / Default
Default fields	serviceName, kpiTotalMembersActive, kpiTotalMembersAvailable, kpiTotalMembersNotAvailable, kpiTotalSessionsCurrentlyInQueue, kpiLongestWaitingTask, kpiPercentAcceptanceSLA, kpiPercentReachability.
Default sort	serviceName ascending.
Default size	11×6 (min 6×4).

Service KPI Chart

Single-KPI widget with two optional sub-features:

Feature	Behaviour
Trend Indicator	Toggle on/off; choose the look-back window (5, 7, 14, or 30 days — default 30 days); set whether an upward trend is Positive (green), Negative (red) or Inconclusive (blue).
Look-back Chart	Toggle on/off; window 5, 7, 14, or 30 days (default 5 days); optionally show the value axis. Data points appear on mouse-over.
Default size	5×3 (min 2×2). Content Size 50–400 step 10.

Service KPI Comparison Chart

Property	Value / Default
Chart KPIs	List of {KPI, colour} pairs.
Default KPIs	Acceptance SLA (🔵 #274EA0) and Reachability (🟢 #33946C).
Default size	6×4 (min 4×4).

Service KPI Graph Chart

Property	Value / Default
Primary KPIs	Left Y-axis, up to 4 metrics of the same type (Tasks / Time / %).
Secondary KPIs	Right Y-axis, up to 4 metrics of the same type.
Default primary KPIs	Handled by User (🟢 #2ABA68) and Hangup in Queue (🔴 #C5314B).
Default secondary KPI	Reachability (🟢 #33946C).
Default size	10×6 (min 6×4).

Service Queue Tabular

Property	Value / Default
Filters	Direction, Initial Modality, Profile Level.
Default sort	queueTime descending.
Default size	7×4 (min 4×2).

Service Tasks — Live Inbound Tabular

Property	Value / Default
Filters	Direction, Initial Modality, State, Profile Level.
Default sort	conversationOrigin ascending.
Default size	11×6 (min 4×2).

Service Tasks — Outbound Tabular

Property	Value / Default
Filters	State, Type, Due Date (+ operator), Retries Left (+ operator).
State values	Scheduled (editable / deletable), In Progress (read-only).
Default sort	dueDate ascending.
Default size	10×6 (min 6×4).

🔎Notes: Outbound Call tasks are created and modified through Flow Actions in the Power Automate Connector.

 

Service Tasks — External Tabular

Property	Value / Default
Filters	State (In IVR, In IVR After Queue, In Queue, Connected).
Default sort	conversationOrigin ascending.
Default size	11×6 (min 4×2).

Service Heatmap Chart

Property	Value / Default
Task Type	all (default) or a specific task type.
Show Busy Hours Only	Hides hour columns with fewer than the configured minimum of recorded tasks per day.
Default time frame	last4Weeks.
Default size	6×5 (min 2×2).

The colour gradient is fixed and based on percent of tasks handled:

Tasks handled	Colour
0–2 %	🔴 Bittersweet Red
2–33 %	🔴 Red → 🟠 Orange transition
33–63 %	🟠 Fawn Orange
63–98 %	🟠 Orange → 🟢 Green transition
98–100 %	🟢 Mountain Meadow

Service Supervision Tabular

Property	Value / Default
Filters	Direction, Initial Modality.
Default sort	conversationOrigin ascending.
Default size	10×6 (min 4×2).
Role	Requires Supervisor role for the Controls column.

User Widget Reference

User State Tabular

🔍 Time in Presence State and Time in Duty Profile are optional duration columns that show how long a user has been in their current state or profile. They are configurable per widget and are gated by the tenant setting Data Privacy > Display User State Durations. Values are formatted as DD:HH:MM:SS and remain empty for users without a Contact Center license.

 

Property	Value / Default
Filters	Presence State, Presence Activity, Duty State, Duty Profile, User License Types.
Time in Presence State	When enabled, shows the duration the user has spent in the current Presence State. Value format DD:HH:MM:SS. Gated by Data Privacy > Display User State Durations.
Time in Duty Profile	When enabled, shows the duration the user has been on the current Duty Profile. Value format DD:HH:MM:SS. Empty when the user has no Contact Center license. Gated by Data Privacy > Display User State Durations.
Default sort	userName ascending.
Default size	12×6 (min 6×4).

User Tile

Property	Value / Default
Filters	Same as User State Tabular.
Background Color	Hex, default #863C60.
Default size	2×2 (min 1×1).

User State Chart

Property	Value / Default
User State Type	PresenceState (default), DutyState, or DutyProfile.
Chart properties	Standard chart properties (Orientation, Legend, Value Labels, Max Items).
Default size	4×4 (min 2×2).

User Performance Tabular

Property	Value / Default
Default time frame	last30days.
Default fields	userAvatar, userName, organizationUnit, kpiTotalTasksAccepted, kpiTotalTasksRona, kpiTotalTasksDeclined.
Default size	10×6 (min 6×4).

User Supervisor Tabular

Extended user-monitoring table for supervisors. In addition to the standard user filters, supports numeric filters — each as an integer value combined with an operator (= ≠ > ≥ < ≤):

Filter	Meaning
Time in State	Duration in the current presence state.
Time in Duty Profile	Duration in the current Responsibility Profiles → Also see Duty State.
ACW1	Time spent in After-Call Work (ACW).
ACW Extended	Time spent in extended ACW.
RONA	Time spent in RONA state.
TimeInPresenceState (existing since 1.128)	boolean, default false. Shows the duration the user has spent in the current Presence State. Value format DD:HH:MM:SS. Empty when the user has no Contact Center license. Gated by Data Privacy > Display User State Durations.
TimeInPresenceStateOperator (existing since 1.128)	Threshold operator enum. One of IsEqualTo, Greater, GreaterOrEqual, Less, LessOrEqual. Default Greater. Combined with a HH:MM:SS threshold input.
TimeInDutyProfile	boolean, default false. Shows the duration the user has been on the current Duty Profile. Value format DD:HH:MM:SS. Empty when the user has no Contact Center license. Gated by Data Privacy > Display User State Durations.
TimeInDutyProfileOperator	Threshold operator enum. One of IsEqualTo, Greater, GreaterOrEqual, Less, LessOrEqual. Default Greater. Combined with a HH:MM:SS threshold input.
Threshold — Time in Presence State	Operator (IsEqualTo, Greater, GreaterOrEqual, Less, LessOrEqual) + HH:MM:SS Value + Color + optional Audio. Mirrors the existing Time in… threshold rule shape.
Threshold — Time in Duty Profile	Operator (IsEqualTo, Greater, GreaterOrEqual, Less, LessOrEqual) + HH:MM:SS Value + Color + optional Audio. Mirrors the existing Time in… threshold rule shape.
Default size	15×6 (min 6×4).

¹ 🔎Note: ACW, ACW Extended, and RONA durations are configured per service in Distribution Service Settings.

GDPR  Even if configured correctly, User State related information will not be shown in Dashboards while disabled in Data Privacy Tenant Settings. This involves any data revealing how long a user has spent in their current Presence State (MS Teams), Nimbus Duty Profile, and any related “Time in …” columns. Outside of Dashboards, the privacy option also affects other related overviews and widgets in Nimbus.

 

Common Widget Reference

Markdown

Renders the Content field as Markdown. Supported syntax: headers H1–H6, bold, italic, ordered & unordered lists, links, images, tables, block-quotes, and horizontal rules. ☝ Extended Markdown syntax may render but is not guaranteed.

Date and Time

Property	Value / Allowed values
Clock Type	Analog, Digital (default), or Both.
Show Date / Show Time / Show Timezone	Booleans.
Timezone	IANA identifier (e.g. Europe/Zurich).
Date Format	dd.MM.yyyy, EEEE dd.MM.yyyy, dd.MM.yy, dd. MMM yy, dd. MMMM yyyy, EEEE dd. MMMM yyyy, M/d/yy, MMM d y, MMMM d y, yyyy-MM-dd, dd-MMMM-yyyy.
Time Format	HH:mm, HH:mm:ss, hh:mm, hh:mm aa, hh:mm:ss aa.
Content	Optional Markdown label.

Embedded Website

Property	Value / Constraint
URL	Must start with https://; HTTP is rejected at validation.
Content Size	10–100 in steps of 10. Default 100.

Embedding limitation. Some sites set X-Frame-Options or Content-Security-Policy: frame-ancestors headers and cannot be embedded. See the → Known Limitations chapter below for details.

 

KPIs and metrics

🔍 The following tables list the live and historical KPIs available for selection in KPI widgets. See Nimbus KPI Calculations for the full calculation formulas.

Category	KPI	Unit
Live (real-time)	In queue	TASK(S)
	Connected	TASK(S)
	Active	MEMBER(S)
	Available	MEMBER(S)
	Not Available	MEMBER(S)
	Longest waiting task	(hh:)mm:ss
Historical (Time-Frame based)	Acceptance SLA	%
	Accepted by User in SLA	TASK(S)
	Accepted by User	TASK(S)
	Handled	TASK(S)
	Handled rate	%
	Hangup SLA	%
	Hangup before accept	TASK(S)
	Hangup by Workflow	TASK(S)
	Hangup in IVR	TASK(S)
	Hangup in IVR after Queue	TASK(S)
	Hangup in queue in SLA	TASK(S)
	Hangup in queue	TASK(S)
	Inbound Reachability	%
	Not handled	TASK(S)
	Outbound Reachability	%
	Queued	TASK(S)
	Total	TASK(S)
	Transferred by User	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 value aggregation

• KPI value weighting. Counter KPIs (Tasks, Members, …) are summed across selected services / Organization Units. 
• Average and percentage KPIs (Acceptance SLA, Reachability, Ø Queue Time, …) are weighted by the underlying task counts, so a service with very few items does not distort the aggregate.
  💡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.

 

☝️KPI selection restrictions

• KPI selection restricts other fields, e.g. selecting a type (Tasks, Time, Percentage) restricts further KPI selections in the same widget to the same type, so that the chart axis remains consistent.
• Changing your KPI metric type deletes thresholds that reference the previous metric. Switching between two KPIs of the same type retains them. Cancel the widget edit to discard changes and restore previous settings.

 

Thresholds and sound alerts

💡Thresholds attach conditional colouring (and optionally a sound) to a KPI value or column. They are evaluated top-to-bottom; the first matching rule wins and evaluation stops.

Rule structure

Field	Allowed values
Field	KPI or column the rule targets.
Operator	IsEqualTo, IsNotEqualTo, Greater, GreaterOrEqual, Less, LessOrEqual.
Value	Numeric, hh:mm:ss, or a state name.
Color	Hex value applied to the cell or tile.
Audio	Optional file, with toggles for upward, downward and continuous playback. ☝️Please note “Audio Playback” limitation in the →  Known Limitations chapter below.

Value defaults

KPI type	Default value
Percentage	100%
Counter	0
Time	00:00:00, picked via the time picker.

Known Limitations

Filter / query size

INC Dashboard Widget Data Size Limitations

☝FILTER/QUERY SIZE LIMITATIONS

To keep the performance on Dashboards manageable, query limits of 200 users / 200 services each apply on filtering (e.g. when selecting very large Organization Units). This limit applies summed-up across all widgets on the same Dashboard.

💡A warning and counters will be shown when this limit is exceeded and data will not be queried.

💡(Existing) Dashboards that break this limit will not be adjusted retroactively, but also show the warning instead of the actual data query.

 

Website embedding

INC Website Embed Limitations

WEBSITE EMBEDDING LIMITATIONS

Some websites prevent IFrame embeds on remote sites, which cannot be circumvented. When you try to embed such protected URLs, errors like 401 (unauthorized) or a "Refused to Connect" message will be shown instead of your desired output.

✅ Possible Workarounds:

• If available, consult your external source website support to check if any iframe-referrals are allowed. Some services offer specialized data widgets for that purpose or provide authorized token-URLs that you can use.
• If you have access to whitelists on your source website, try to allow the *.luware.cloud domain for external embedding / referencing.

Show more technical information...

 There are two types of HTTP headers in websites that control iframe loading:

X-Frame-Options: DENY

Content-Security-Policy: frame-ancestors 'none'

The HTTP Content-Security-Policy specifies valid parents that may embed a page using <frame>, <iframe>, <object>, or <embed>.

A website header called x-frame-options specifies the access prevention, determined via the following values: 

• if set to DENY the site isn't allowed to be loaded in iframe 
• if set to SAMEORIGIN the page can only be embedded in a frame on a page with the same origin as itself.
• if set to ALLOW-FROM the page can only be displayed in a frame on the specified origin. This only works in browsers that support this header.

🔍 Related Sources:

• https://developer.mozilla.org/en-US/docs/Web/HTTP/Headers/X-Frame-Options
• https://developer.mozilla.org/en-US/docs/Web/HTTP/Headers/Content-Security-Policy/frame-ancestors

 

 

 

Audio Playback Limitation

INC Audio playback limitation

☝ General limitation for audio playback: Chrome (and other modern browsers) prevent Autoplay of audio, and only allow media playback if:

• The media is muted, or …
• The user has interacted with the domain (click, tap, etc.)

🤔How does this affect Nimbus? Any kind of audio signalization (threshold warnings, toasts, notifications) will not play audio on a newly (re)loaded tab that has not been interacted with. For example, when first-time loading a Personal Dashboards or Non-Personal Dashboards – or force-refreshing any Nimbus UI with CTRL+F5 – you need to click on it at least once for audio to play back.

 

 

 

 

 

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

Duplicating existing Dashboards

If you want to duplicate any existing Personal Dashboard: 

1. Go to the overview of Dashboards.
2. Click on "Duplicate" within the Dashboard overview. 
   
   ⮑The duplicated dashboard will be created same as "new" one, allowing you to adjust its properties and naming.
   ⮑Widgets and their Properties will be carried over to the duplicate

Removing a Dashboard

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