NOTES
Roles described on this page have access to the Nimbus (Frontend) Portal.
Show Portal URLs…
Nimbus Portal URLs
| Switzerland 01 | https://portal.ch-01.luware.cloud/ |
|---|---|
| Switzerland 02 | https://portal.ch-02.luware.cloud/ |
| Germany 01 | https://portal.dewe-01.luware.cloud/ |
| Germany 02 | https://portal.dewe-02.luware.cloud/ |
| United Kingdom 01 | https://portal.ukso-01.luware.cloud/ |
| Australia 01 | https://portal.aue-01.luware.cloud/ |
| West Europe 01 | https://portal.euwe-01.luware.cloud/ |
| East United States 01 | https://portal.use-01.luware.cloud/ |
✅ Make sure to configure your web proxies to allow access to these domains or whitelist the complete *.luware.cloud domain.
✅ Portal Roles are granted depending on Service type, as Services can be provisioned with different User Assignment Types:
Learn more about User Assignment…
INC User Assignment Types
Each Nimbus service can be of a different user assignment type that determines how users are associated to this service:
- MS Teams-based: Directly tied to your MS Teams "Teams" as determined during Service Provisioning. Users get automatically added and synced to a Nimbus service.
- Skill-based: Applies for manually created services via Service Administration. Requires skill-assignment from users you assign to the service from within your tenant directory.
- None: Has no users, but can be configured by any administrator. Used for IVR or first-level redirection services.
☝ Important to know: The user assignment type is fixated when a service was either provisioned via MS Teams or manually created via Service Administration, e.g. for IVR or skill-based distribution purposes. A switch between MS Teams-based and Skill-based services is not possible due to how individual users are configured and how Nimbus Features operate.
🔎The table below lists all detail permissions. In a nutshell, Portal user roles can do the following:
| Tenant Administrator |
|
|---|---|
| Organization Unit (OU) Administrator |
|
| Workflow (WF) Administrator |
|
| User Supervisor(1) |
Contact Center Requires a Contact Center license on the user. An addition to an Owner-type role, manually granted via User Administration.
|
| Service Supervisor(1) |
Contact Center Requires a Contact Center license on the user. An addition to an Owner-type role, manually granted via User Administration.
|
| Contact Center (CC) User |
Contact Center Requires a Contact Center (CC) license on the General User Settings.
|
| Service Owner |
Contact Center Requires a Contact Center (CC) license on the General User Settings.
|
| Service Agent |
Contact Center Requires a Contact Center (CC) license on the General User Settings. An associated Microsoft Teams channel is not required anymore, so the user can act as “standalone” specialist for dedicated tasks.
|
| Team Owner |
Default role granted during Service Provisioning via MS Teams.
|
| Team Owner Limited |
A reduced role that can be granted during Service Provisioning via MS Teams.
|
| Team Member |
A Nimbus user synched from the Tenant's user directory.
|
(1) GDPR General Data Access limitation (by design): If a user has a Supervisor but not a Team Owner / Service Admin role within a service, only limited datasets in the historical BI Template will be shown. Other tabs and queries in the Power BI Report may appear blank.
→ To see a full dataset (including live Reporting data on the portal), the same user also needs a "Service/Team Owner" role assigned for the respective service(s).
(2) Nimbus “Team” roles are only used to limit access to Nimbus-related functionality. The baseline existing MS Teams role privileges are not affected by Nimbus role assignment. Even in a “limited” Nimbus role - Team Owners can continue to act with all their non-Nimbus related privileges within MS Teams.
👆 Please keep in mind that Nimbus can generate service output data, such as Adaptive Cards which may contain privacy-sensitive customer data gathered via Nimbus Power Automate Connector. Guests in a channel - while not allowed to interact with Nimbus cards - may still read within the chat channels and see service-generated contents.
→ Ensure to check your channel Members and Guests before provisioning Nimbus services to a MS Teams channel.
Table: Nimbus Frontend Portal Roles and Permissions
🔎Legend: Create, Read, Update, Delete, Execute. The term “grid” describes a permission to list (and potentially manipulate) already existing entries of the same type.
Services Overview
| Section | Service Supervisor | CC User | Team Member | Service Agent | Team / Service Owner | Team Owner Limited |
|---|---|---|---|---|---|---|
| Services Overview | R | R | R | R | R | |
| Service Settings icon | E | E | E | |||
| Call On Behalf | E | E | E | E | ||
| Users - Own Active Toggle | N/A | RU | N/A | RU | RU | |
| Users - Active Toggle | R | N/A | R | N/A | RU | RU |
| Users - Presence icon | R | R | R | R | R | |
| Pickup | N/A | E | N/A | E | E |
Service Details
| Tab | Section | OU Admin | WF Admin | Service Supervisor | CC User | Team Member | Service Agent | Team / Service Owner | Team Owner Limited | |
|---|---|---|---|---|---|---|---|---|---|---|
| Dashboard | Dashboard | R | R | R | R | R | ||||
| Users List | R | R | R | R | R | |||||
| Users - Own Active Toggle | N/A | N/A | RU | N/A | RU | RU | ||||
| Users - Active Toggle | RU | N/A | R | N/A | RU | RU | ||||
| Pickup | N/A | E | N/A | E | E | |||||
| Today's Reporting KPIs | R | R | R | R | R | |||||
| Reporting | Service Statistics | R | R | R | R | R | ||||
| Tasks Heatmap | R | R | R | R | R | |||||
| Users Statistics | R | R | R | R | R | |||||
| Historical Sessions | Session Results | R | R | R | ||||||
| Sessions | R | R | R | |||||||
| Session Types | R | R | R | |||||||
| Session Directions | R | R | R | |||||||
| Historical Sessions - Service Sessions | R | R | R | |||||||
| Historical Sessions - User Sessions | R | R | R | |||||||
| Session Details Popup | R | R | R | |||||||
| Settings | General | Name | RU | R | R | RU | R | |||
| Service Display Name | RU | R | R | RU | R | |||||
| Service UPN | RU | R | R | RU | R | |||||
| Application ID | R | R | R | R | R | |||||
| Organization Unit | RU | R | R | RU | R | |||||
| PSTN Active | RU | R | R | RU | R | |||||
| PSTN E.164 Number | RU | R | R | RU | R | |||||
| Primary Opening Hours | RU | R | RU | RU | RU | |||||
| Secondary Opening Hours | RU | R | RU | RU | RU | |||||
| SLA Hangup | RU | R | RU | RU | RU | |||||
| SLA Acceptance | RU | R | RU | RU | RU | |||||
| Short Abandons Threshold in Seconds | RU | R | RU | RU | RU | |||||
| Show on Historical Session Page | RU | R | R | R | R | |||||
| Hide User Statistics from Reporting | RU | R | R | R | R | |||||
| Show on Historical Sessions Page | RU | R | R | R | R | |||||
| Modalities | Audio Video checkbox | RU | R | R | RU | R | ||||
| Instant Messaging checkbox | RU | R | R | RU | R | |||||
| External Task checkbox | RU | R | R | RU | R | |||||
| Email checkbox | RU | R | R | RU | R | |||||
| Audio Video - Inbound Conversations toggle | RU | R | R | RU | R | |||||
| Audio Video - Outbound Conversations toggle | RU | R | R | RU | R | |||||
| Audio Video - Audio Video Workflow dropdown | RU | R | R | RU | R | |||||
| Audio Video - Voice Message Channel | RU | R | R | RU | R | |||||
| Instant Messaging - Instant Messaging Workflow dropdown | RU | R | R | RU | R | |||||
| External Task - External Task Workflow dropdown | RU | R | R | RU | R | |||||
| Email - Email Workflow dropdown | RU | R | R | RU | R | |||||
| Email - Mailbox dropdown | RU | R | R | RU | R | |||||
| Distribution | User Assignment Type | RU | R | R | RU | R | ||||
| Distribution Policy | RU | R | R | RU | R | |||||
| Users Immediately Active | RU | R | R | RU | R | |||||
| Conversation Distribution - Available | R | R | R | R | R | |||||
| Conversation Distribution - Dnd | R | R | R | R | R | |||||
| Conversation Distribution - Offline | R | R | R | R | R | |||||
| Conversation Distribution - Busy | RU | R | R | RU | R | |||||
| Conversation Distribution - Away | RU | R | R | RU | R | |||||
| Task Priority | RU | R | R | RU | R | |||||
| ACW | RU | R | R | RU | R | |||||
| Auto Redirect in Emergency Case | RU | R | R | R | R | |||||
| Redirect Destination | RU | R | R | R | R | |||||
| RONA | RU | R | R | RU | R | |||||
| Extensions | Codes - Primary Codes | RU | R | R | RU | R | ||||
| Codes - Secondary Codes | RU | R | R | RU | R | |||||
| Assistant - Assistant Conversation Context | RU | R | R | RU | R | |||||
| Assistant - Service Call Templates | RU | R | R | RU | R | |||||
| My Sessions - Conversation Context | RU | R | R | RU | R | |||||
| My Sessions - Store Conversation Context Data toggle | RU | R | R | RU | R | |||||
| My Sessions - Widgets - Codes & Tags toggle | RU | R | R | RU | R | |||||
| My Sessions - Widgets - Contacts toggle | RU | R | R | RU | R | |||||
| My Sessions - Widgets - Embedded Context toggle | RU | R | R | RU | R | |||||
| My Sessions - Widgets - Embedded Context dropdown | RU | R | R | RU | R | |||||
| My Sessions - Widgets - Live Caption toggle | RU | R | R | RU | R | |||||
| My Sessions - Widgets - Transcript toggle | RU | R | R | RU | R | |||||
| My Sessions - Widgets - Session Details toggle | RU | R | R | RU | R | |||||
| My Sessions - Widgets - Map toggle | RU | R | R | RU | R | |||||
| My Sessions - Widgets - Session Parameters | RU | R | R | RU | R | |||||
| Agents | Service Agents List | R | R | R | R | R | ||||
| Service Agents Levels and Profiles | RU | RU | ||||||||
| Service Owners List | R | R | R | R | R | |||||
| Service Owners Levels and Profiles | RU | RU | ||||||||
| Users | Default Team Owner Role | RU | R | R | R | |||||
| Team member can change active state | RU | RU | RU | R | ||||||
| Users - list | R | R | R | R | ||||||
| Users - Role - Member | R | R | R | R | ||||||
| Users - Role - Owner / Limited Team Owner | RU | R | R | R | ||||||
| Active toggle | RU | RU | RU | RU | ||||||
Configuration
| Tab | Section | OU Admin | WF Admin | User Supervisor | Team / Service Owner | Team Owner Limited | |
|---|---|---|---|---|---|---|---|
| Workflows | Resources | Resources grid | CRUD | CRUD | CRUD | CRUD | |
| Name | RU | RU | RU | RU | |||
| Organization Unit | RU | RU | R | R | |||
| Audio File | RU | RU | RU | RU | |||
| Playlists | Play List grid | CRUD | CRUD | CRUD | CRUD | ||
| Name | RU | RU | RU | RU | |||
| Organization Unit | RU | RU | R | R | |||
| Play List | RU | RU | RU | RU | |||
| Workflows | Workflow grid | CRUD | RU | CRUD | CRUD | ||
| Name | RU | R | RU | RU | |||
| Organization Unit | RU | R | R | R | |||
| Template Type | R | R | R | R | |||
| Workflow Template | R | R | R | R | |||
| Workflow | RU | RU | RU | RU | |||
| Codes | Primary Codes | Primary Codes grid | CRUD | CRUD | |||
| Name | RU | RU | |||||
| Organization Unit | RU | R | |||||
| Description | RU | RU | |||||
| Secondary Codes | Secondary Codes grid | CRUD | CRUD | ||||
| Name | RU | RU | |||||
| Organization Unit | RU | R | |||||
| Description | RU | RU | |||||
| Service | Conversation Context | Conversation Context grid | CRUD | CRUD | |||
| Name | RU | RU | |||||
| Organization Unit | RU | R | |||||
| URL | RU | RU | |||||
| Parameters | Parameters grid | CRUD | CRUD | ||||
| Name | RU | RU | |||||
| Organization Unit | RU | R | |||||
| Default Value | RU | RU | |||||
| ID | RU | R | |||||
| Opening Hours | Opening Hours grid | CRUD | RU | CRUD | CRUD | CRUD | |
| Name | RU | R | RU | RU | RU | ||
| Organization Unit | RU | R | RU | R | R | ||
| Default | RU | R | RU | RU | RU | ||
| Periods | CRUD | CRUD | CRUD | CRUD | CRUD | ||
Flexible Dashboards
Contact Center - Non-Personal Dashboards and Personal Dashboards require a Contact Center license on the user to become accessible. Each Dashboard can be customized with Dashboard Widgets.
| Tab | Section | User Supervisor | Service Supervisor | CC User | Team Member | Service Agent | Team / Service Owner | Team Owner Limited | |
|---|---|---|---|---|---|---|---|---|---|
| Dashboards | Personal Dashboards | CRUD | |||||||
| Non-Personal Dashboards | R | ||||||||
| Dashboard Widgets | Service | Service KPI Tile | R | W(1) | R | R | R | ||
| Service KPI Tabular | R | W(1) | R | R | R | ||||
| Service KPI Chart | R | W(1) | R | R | R | ||||
| Service KPI Comparison Chart | R | W(1) | R | R | R | ||||
| Service KPI Graph | R | W(1) | R | R | R | ||||
| Service Queue Tabular | R | W(1) | R | R | R | ||||
| Live Service Tasks Tabular | R | W(1) | R | R | R | ||||
| Service Outbound Tasks Tabular | RE | W(1) | R | R | RE | ||||
| Service External Tasks Tabular | RE | W(1) | R | R | RE | ||||
| Service Heatmap | R | W(1) | R | R | R | ||||
| Service Supervision | WRE | W(1) | |||||||
| User | User Performance Tabular | R | W(1) | R | |||||
| User State Tabular | R | W(1) | R | ||||||
| User Supervisor Tabular | RE | W(1) | |||||||
| User State Chart | R | W(1) | R | ||||||
| User Tile | R | W(1) | R | ||||||
| Common | Markdown | WR | |||||||
| Date & Time | WR | ||||||||
| Embedded Website | WR | ||||||||
(1) W = Widget access. A user needs a CC license to even see Dashboards, and can add Dashboard Widgets. However, seeing data (Services / Users / OUs) inside those widgets requires a dedicated R permission (e.g. Team Member, Agent role) within the service / team.