• Primarily works in the Tenant Administration / User Administration. 
• Helps setting up 
• Cannot access service data in the Nimbus Portal, unless their user is also part of a service.

• Same as Tenant Admin, however, their access scope is limited to their assigned Organization Units.

• Can access a limited set of service configurations items such as…
  • … read an update Resources and Playlists.
  • … update Opening Hour and Workflows in the Service Settings.
• Has limited access to user-related settings (e.g. default "Active" service participation state)
• Can otherwise only read existing settings.

Contact Center Requires a Contact Center license on the user. An additional role, on top of any Service / Team owner-type role, manually granted via User Administration.

• Can access to “User State / Performance" related Dashboard Widgets in Personal Dashboards, including visibility on User States and parallel task capacity per user.
• Access to Dashboard Supervision features, e.g. steer User Duty States / Responsibility Profiles. 
• Can access the Power BI OData Feed to retrieve User States tracking data.

Contact Center Requires a Contact Center license on the user. An additional role, on top of any Service / Team owner-type role, manually granted via User Administration.

• Can access to “Service KPI / Task " related Dashboard Widgets in Personal Dashboards.
• Access to Dashboard Supervision features, e.g. to supervise and participate in inbound / outbound calls for audit, training or task quality control purposes.
• Can access the Power BI OData Feed to retrieve service and user session-related Nimbus Reporting Model data.

Contact Center Requires a Contact Center (CC) license on the General User Settings. 

• An additional license that grants grants access to Personal Dashboards and other Nimbus Features.
• Enables Skills and Responsibilities for the user, allowing to distinguish task distribution via Distribution Policies.

Contact Center Requires a Contact Center (CC) license on the General User Settings.

• Manually assigned as “Owners” via the Service Settings > “Permissions” tab. Once assigned:
  • Can adjust Skills and Responsibilities via Agent Service Settings for all service users.
  • Can fully manage the respective Nimbus Service Settings and access historical session data via the Sessions List. 

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.

• Manually assigned as “Agents” via the Service Settings > “Permissions” tab. Once assigned:
  • Can access Contact Center service data such as the Live View and Statistics.
  • Can take scheduled Outbound Calls and make Calls On Behalf from this service.
  • Can have (Owner-assigned) Skills and Responsibilities which are used in one or multiple Service Distribution Policies and for Preferred User Routing.

Default role granted during Service Provisioning via MS Teams.

• Role synched to MS Teams Channel “Owner” role.⁽²⁾
• Can fully manage the respective Nimbus Service Settings. 

A reduced role that can be granted during Service Provisioning via MS Teams.

• Manually assigned as “Team Owner Limited” via the Service Settings > “Users” tab.
• Role synched to MS Teams Channel “Owner” role.⁽²⁾
• Can manage a limited set of Service Settings (SLA, Opening Hours, Resources, Playlists, Workflows).

A Nimbus user synched from the Tenant's user directory.

• Synced with the Team Members of the associated “team” in MS Teams.⁽²⁾
• Can access Nimbus services and data⁽³⁾ via the Portal and  Nimbus Teams Tab once being a member of a service team.