NOTES
These roles have access to the Nimbus portal using the following links:
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/ |
✅ 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. |
| 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 | |||||||||