Portal Roles

Detail permissions for the Nimbus Portal UI

NOTES

These roles have access to the Nimbus portal using the following links:

Nimbus Portal URLs

Switzerland https://portal.luware.cloud/ 
Germany https://portal.dewe-01.luware.cloud/ 
UK https://portal.ukso-01.luware.cloud/
Nimbus Portal URLs

✅ Make sure to configure your web proxies to allow access to these domains or whitelist the complete *.luware.cloud domain.

🔍 Roles are granted depending on Service type, as each scenario mandates a certain method of User Assignment.

User All Nimbus user accounts are synched from the Customer Tenant's user directory. Users log into Nimbus using O365 credentials, but only see Nimbus services and data when they become Team members or Service Agents respectively.
Team Members For Auto-Synced to MS Teams Channel roles. No manual assignment needed.
Team Owners Auto-Synced to MS Teams Channel roles. Automatically granted rights to fully manage the respective Nimbus service.  No manual assignment needed.
Skill-based users

Contact Center Requires a Contact Center license on the user. Skills are granted via User Administration > "Skills"  Tab per user. Skill-based users get tasks distributed via Distribution Policies, based on their Skills and Responsibilities, distributed in pools of users with similar skills assigned.

Interaction with Service pages of the Nimbus UI  or an associated MS Teams channel is not necessarily required.

Service Agents

Contact Center Requires a Contact Center license on the user . Role is granted via Service Administration > "Permissions " Tab per service. Compared to Skill-based users, Agents have access to additional Service Portal UI elements.

An associated Microsoft Teams channel is not required.

Service Owner

Contact Center Requires a Contact Center license on the user. Manually granted via Service Administration > "Permissions " Tab.

An associated Microsoft Teams channel is not required.

Supervisor

Contact Center Requires a Contact Center license on the user. An addition to an Owner-type role, manually granted via User Administration > Roles Tab. Can access Power BI OData interface to access extended User State reporting.

 

LIMITATION BY DESIGN If a user has only Supervisor and not a Team Owner / Service Admin role, only the "UserStates" dataset in the report will be shown, consisting of: UserStates, StateTypes, ResponsibilityProfile, OU, Users. Other tabs and queries in the BI Report may appear blank. 
→ This is intended by design to prevent exposure of individual Service/User/Session data to the wrong audiences. To see a full dataset, the same user also needs a "Service/Team Owner" role assigned.

 
Frontend Portal Permissions (Create, Read, Update, Delete, Execute) Supervisor User Team / Service Owner
  User Service Team Member Skill-Based Agent Owner Owner Limited
My Services My Services   R R   R R R
Access Service Settings   E       E E
Call on Behalf     E - E E E
Users - Self-Active Toggle   N/A RU   N/A RU RU
Users - Other-Active Toggle   RU R   N/A RU RU
Pickup     E   N/A E E
Service Dashboard Dashboard   R R   R R R
Users List   R R   R R R
Users - Self-Active Toggle   N/A RU   N/A RU RU
Users - Other-Active Toggle   RU R   N/A RU RU
Pickup     E   N/A E E
Today's Reporting KPIs   R R   R R R
Reporting Reporting   R R   R R R
Users Statistics   R R   R R R
Tasks Heatmap   R R   R R R
Historical Sessions Sessions (Results, Types)   R       R R
Settings General Name   R       RU R
Service Display Name   R       RU R
Service UPN   R       RU R
Application ID   R       R R
Organization Unit   R       RU R
PSTN Active   R       RU R
PSTN E.164 Number   R       RU R
Opening Hours   RU       RU RU
Reporting - SLA   RU       RU RU
Reporting - Hide User Statistics   R       R R
Reporting - Show on Historical Sessions   R       R R
Modalities Inbound Conversations    R       RU R
Voice Message Channel   R       RU R
Outbound Conversations   R       RU R
Instant Messaging   R       RU R
Service System Messages   R       RU R
External Tasks   R       RU R
Distribution User Assignement Type   R       RU R
Distribution Policy   R       RU R
Users Immediatly Active   R       RU R
Conversation Distribution (Busy, Away)   R       RU R
Conversation Distribution (Available, DND, Offline)   R       R R
Task Priority    R       RU R
After Call Work (ACW)   R       RU R
RONA   R       RU R
Extensions Codes (Primary, Secondary)   R       RU R
Assistant Context and Templates   R       RU R
Store Context Data toggle   R       RU R
My Sessions Context   R       RU R
Widgets - Codes & Tags   R       RU R
Widgets - Contacts   R       RU R
Widgets - Embedded Context   R       RU R
Widgets - Session Details   R       RU R
Widgets - Map   R       RU R
Users (MS Teams Based Services) Default Team Owner Role   R       R R
Team member can change active state   R       RU R
Active Toggle   RU       RU RU
Team Owner Roles   R       R R
Agents (Skill Based services Service Agents List   R       R R
Service Agents Levels and Profiles           RU  
Service Owners List   R       R R
Service Owners Levels and Profiles           RU  
Interact Active Toggle           RU  
AV Modality           RU  
IM Modality           RU  
Restrict Access           R  
Integration Template           R  
Frontend Configuration Permissions (Create, Read, Update, Delete, Execute) Supervisor User Team / Service Owner
  User Service Team Member Skill-Based Agent Owner Owner Limited
Configuration Workflows Resources (Audio Files)           CRUD CRUD
Playlists           CRUD CRUD
Workflows (Instances)           CRUD CRUD
Codes Primary Codes           CRUD  
Secondary Codes           CRUD  
Service Conversation Context           CRUD  
Parameters           CRUD  
Opening Hours   CRUD       CRUD CRUD
Dashboard and Reporting Permissions (Create, Read, Update, Delete, Execute) Supervisor User Team / Service Owner
  User Service Team Member Skill-Based Agent Owner Owner Limited
Personal Dashboard Personal Dashboards     RU   RU RU RU
Non Personal Dashboards Non Personal Dashboards R R     R    
Service Supervision R R          
Dashboard Widgets Service Service KPI Tile   R     R R R
Service KPI Tabular   R     R R R
Service KPI Chart   R     R R R
Service KPI Comparison Chart   R     R R R
Service KPI Graph   R     R R R
Service Queue Tabular   R     R R R
Live Service Tasks Tabular   R     R R R
Service Outbound Tasks Tabular   R / E     R R / E R
Service External Tasks Tabular   R / E     R R / E R
Service Heatmap   R     R R R
Supervision Service Supervision / Controls   R / E       R R
User User State Tabular R            
User Supervisor Tabular / Controls R / E            
User State Chart R            
User Tile R       R R  
Common Widgets Markdown R R R R R R R
Date & Time R R R R R R R
Embedded Website R R R R R R R
Reporting (OData) Service  Sessions   R       R R
User Sessions   R       R R
States R            

 

 

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