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.
🔍 While the user assignment is independent from the chosen service type (license) it still mandates which Nimbus Features are available.
| Feature | User Assignment Type ► | MS Teams based | Skill- based | None |
|---|---|---|---|---|
| Workflow configuration | Adaptive Cards | ✅ | - | - |
| Voice message | ✅ | - | - | |
| Service Settings | Voice message channel | ✅ | - | - |
| Extensions tab | ✅ | ✅ | - | |
| Conversations Distribution section | ✅ | ✅ | - | |
| Setting of a Distribution Policy | - | ✅ | - | |
| New users immediately active | ✅ | - | - | |
| Reporting section | ✅ | ✅ | - | |
| Editable "Name" field on Service Settings | - | ✅ | ✅ | |
| Frontend UI | "Active" toggle for users | ✅ | - | - |
| Users switching Duty States / Responsibility Profiles | - | ✅ | - |
🤔 Why does the feature set differ between services using different user assignments?
- MS Teams-based services are tied to one dedicated channel in the Teams client. The Service name, invited users are in sync with and used by Nimbus. Most interaction is tied to the channels within that team, e.g. Voice Messages, General chat.
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Skill-based services allow users to individually participate in multiple services simultaneously.
- The services are not tied to using MS Teams channels as central point of communication and user management. The removal of a dedicated Teams channel also removes the possibility for a single channel for Voice Messages, also opening up potential data access and GDPR compliance risks.
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Skill-based services also add configuration complexity:
- Users on skill-based services are managed via Agent Service Settings per service. This can be done by any team owner.
- Optionally users can get Skills and Responsibilities assigned for escalated service task distribution. A Distribution Policy assigned to each service determines how new incoming tasks are distributed among users, depending on their responsibility and expertise.
- 💡 Good to know: Users are also not "Active" on skill-based services per default. Instead, they control their own service availability via configurable Responsibility Profiles.
- None - Services with no users do neither have users nor a specific MS Teams channel, and therefore don't use most of the abovementioned features.