POWER BI - PERFORMANCE AND QUERY ERRORS
KNOWN ISSUE Query Errors: Particularly on high data volume queries, we currently get issues reported that relate to the BI Data Privacy firewall. We continue to investigate this case to make further improvements to our query and templates as needed.
✅ Current workaround → If you encounter problems with your version of Power BI, please follow these steps.
Power BI Workaround - Privacy/Firewall Settings
Do not load the template file or data yet. Close any report files, but leave Power BI open.
Head to Power BI Options and Settings > Options > Global > Privacy
- Ensure "Always ignore Privacy Level settings" is selected
Next, head to Power BI Options and Settings > Options > Global > Security
- Select "Allow any extention to load without validation or warning"
Finally, open your Nimbus Report file and provide the connection details, starting with a small time-range test query.
💡 If everything works as required, continue to expand your query sizes. However, consider the known BI Performance Issues warning below in mind.
💡 If there still are issues: Head to Power BI Options and Settings > Options > Global > Security
- Verify that "Ignore the Privacy Levels and potentially improve performance" is selected. If it is not, check the previous steps first, then and follow the linked Microsoft documentation for more details.
KNOWN ISSUE Performance Issues: On recent BI Versions – running on Windows 11 in particular – we have noticed considerable CPU and RAM usage spikes both during BI queries. The high frequency data access can lead to query errors (e.g. out of memory, connection forcibly closed) as your computer hits CPU and RAM boundaries.
KNOWN ISSUE Error “OData: Unable to read data from the transport connection. A existing connection was forcibly closed by the remote host”.
This error can occur due to the Wifi network protocol. Microsoft advises that changing the network protocol as follows, solves the issue:
1. Go to Control Panel > Network and Internet > Network and Sharing Center > Change adapter settings
2. Double Click Wifi
3. In General Tab, click properties
4. Uncheck Internet Protocol Version 6 (TCP/IPv6)
5. Click "OK"
💡 The Report parameters Unified Sessions and User States greatly increase the data load on Power BI and thus can increase the occurrence of query errors and connection aborts.
- Even on a powerful PC with good internet connection you must still expect overall query and calculation times of ~10-15 minutes. → We recommend using a workstation equipped with Core i7 CPU or newer and at least 16 GB RAM to keep processing speeds acceptable.
- Our BI template has been tested with up to 2 million call sessions. With additional data parameters (Unified Sessions, User States) enabled, we recommend querying your date range in smaller ranges and increments. This is especially applicable when you are running services with high call volumes > 1 million monthly sessions.
✅ Recommended workarounds
→ If you got a Nimbus .pbit template file successfully connected and used for queries, save it as a .pbix report file for continued work. We have noticed considerably lower resource usage on pbix file extensions.
→ Consider decreasing your reporting range and/or deactivate unneeded parameters to strike a balance between query times and data reported.
POWER BI LICENSING
☝ Licensed BI features costs are outside of Luware scope and outside your Nimbus licensing.
- Refer to the Microsoft Power BI documentation > Licenses and license types.
- You might also be interested in Comparing Power BI Desktop and the Power BI Service to find the solution that fits your needs.
💡 Most Power BI report designers who work on Business Intelligence projects use Power BI Desktop to manage the Power BI reports, then publish to a Power BI workspace service to collaborate and distribute the files.
Luware BI template files
✅ Luware provides the following Power BI Files. Contact Luware Support or your Customer Success Specialist to get the latest version.
|Power BI Template / Report
Nimbus.pbit / Nimbus.pbix
✅ When using a Template (.pbit), please add your connection parameters and credentials and perform a basic query. Afterwards, save it as a .pbix report, as it will use considerably lower RAM/CPU than a template.
💡 A special variant to support users coming from our existing LUCS/TM products → As standalone "Nimbus" user you can refer to the "Power BI Template" instead.
Legacy Template Use cases
Legacy support is available for LUCS/TM versions 3.5+
You may need this template in 3 scenarios:
🔍 Refer to the → Parameters below for further notes on each scenario.
Example BI Template with both Nimbus and legacy data combined
💡 Note: Service names from legacy data sources have original GUIDs and "legacy_" prefix names, as shown highlighted here.
The legacy template contains a set of additional parameters for connecting to the LUCS or Team Manager SQL Server database.
Please note in regards to the 3 scenarios above:
Parameter settings in Power BI
The Nimbus BI template consists several views/tabs:
🔍 Each Tab is explained further below.
To switch between the tabs and views:
Further points of Note:
💡 Ensure to also read the "How to use" chapter below.
Service / User Overview
Service Overview and User Overview pages provide a general overview of your system. Here you may find:
💡 You can drill through into sessions for details as described in the “How to use” chapter below.
Caller Overview / Session Details
Caller Overview and Session Details give a closer look on the distinct sessions accrued on the Service / distributed to the User.
💡 You can drill through into caller sessions for details as described in the “How to use” chapter below.
Tags and Codes
For example you can click on tags to ...
- ... narrow down data by call sessions that used these tags.
- ... identify months where tags have been used more frequently.
Lists Caller (customer) data like PSTN or Name, the Caller path and connection times with the final session outcome.
💡 Click on a Session, then CTRL+Click the button on the bottom to show further details. Also see “How to use” chapter below .
- Licensing - please note that reporting on tracked User States is a Contact Center feature:
- The user refreshing the Power BI report must be a Nimbus User Supervisor (this role can only be assigned to a user with a Contact Center license). The User States tab in Power BI will not show any information unless you have this role assigned via the User Administration.
- The Nimbus User Supervisor will see user states for all users in the supervised OUs irrespective of whether such users have a Contact Center license or not.
- Organization Units:
- The Nimbus User Supervisor will only see the user states for the users in the Organization Units they are explicitly assigned to as a Supervisor.
- To gather User State data, this feature needs to be enabled for your tenant. This is done via Tenant Administration > Data Privacy > "Show User Time in State" option.
- Power BI parameters:
- In the Power BI template, the connection parameter “Load User States” must be set to “True” before refreshing the dataset.
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.
What data is being tracked? What are user states?
For its Reporting Model Nimbus distinguishes sessions by various user state factors (Teams Presence, Duty State, Task Selectability, Call Status). A change in either factor has influence on the others, either being a requirement or dependency.
|Definition / Conditions
|Nimbus-Tracked User State
Presence in MS Teams
|Online – including status "Busy" or "Away" – if defined per Service-individual Distribution Service Settings.
MS-Teams based services will distribute when "Active".
Online and set "Active"
MS-Teams based services will distribute.
An "OffDuty" responsibility profile prevents any Contact Center participation.
Any "Duty" type responsibility profile allows Contact Center participation. Skills and Responsibilities in that profile must match the service to be "Selectable". This is determined by the individual Distribution Policies assigned to the respective services.
"In Time" available to perform tasks in Nimbus:
Online in MS Teams.
Set to "Active" in any Teams-Based Nimbus service or
In a "On Duty" profile for Contact Center services.
🌟 "Selectable" state
This includes Busy/Selectable and Away/Selectable
"Non-Selectable" State, either because:
⬆️ User is not available either due to the Presence state in MS Teams or set "inactive" for all Nimbus teams or
⬇️ ... any existing or previous Call Status marks the user as "Not Selectable
Reserved and blocked for a Nimbus task.
Any of these status flags occur during or after a call and prevent selection for further tasks until resolved.
Not Available Reason
Requested as the user changes MS Teams presence (manually or from idle).
RONA (Redirect on No Answer)
User flag after not responding to a task, blocked for the next tasks.
User reserved for new task, but has not accepted yet
User accepted task, is blocked by
ACW (After Call Work)
User has a fixed (optionally extensible) timespan to complete work after a call.
USER STATE DEPENDENCIES
💡 It is important to note that these user state factors depend on each other. Reading the table vertically from "top to bottom" here are some examples:
- Offline users are not considered to be in any duty state. Nimbus will not distribute tasks.
While "Online" ...
- In any MS-Teams based service user is considered selectable once set to "Active".
- In a Contact Center service the Duty State applies selectable check instead. Nimbus evaluates the users's responsibility profile and distributes calls conditionally based on Skills and Responsibilities defined in the service's Distribution Policy.
- For any service: While "online", "active" and "on duty" a user is selectable for tasks. Users can participate types of service simultaneously via their "Active" toggle and Profile selection accordingly.
- Any Call status (e.g being Not Available, already busy in a task, in ACW or flagged by RONA) will flag the user as "Not selectable"
🔍 Learning: Users have one deterministic state at a time. Combined factors listed above and their change over time form a "User Session" which is tracked as part of the Nimbus Reporting Model. Detailed user states are tracked with timestamps for later evaluation analysis, e.g. in BI. This is enabled via Tenant Administration > Data Privacy, and included in Power BI historic reporting.
This tab lists User States, also referred to as "Team Enability" (e.g. the On/Off Service participation toggle in the Frontend UIs during daily use of Nimbus).
The DataWareHouse distinguishes by the following user states:
- After Call Work
- Not Selectable
- Off Duty
🔍 Also see Nimbus Reporting Model→ User States table
Allows to inspect where sessions are transferred to and to which result, so involved services can be optimized accordingly.
Can be filtered by:
- Start Date Time
- Service From
- Service To
Provides the following Visuals:
- Pie Chart "Transfer by"
- Pie Chart "Transfer by Result"
- Transfer Flow Diagram by Service
- Source Service
- Service by Name
- Grid “Transfer Overview”
- For related OData Tables on static dimensions and facts see Nimbus Reporting Model→ “Transfer Sessions”
- If there was more than one transfer session occurring during a single service session, it is stored in the Transfer Sessions table. However:
- If the last logical Workflow Activity of a service session was a transfer, then the "transfer" fields in service sessions table will be populated.
- if the last logical Workflow Activity was not a transfer (e.g. Transfer > Queue in new Service), then "transfer" fields in service sessions table will be left empty.
How to use…
Drill Through buttons provide a convenient way to navigate between entry overviews and detail pages. The drill through possibility is signaled with an arrow:
From within any tab you can narrow down the data with predefined slicers (filters).