The Customer Insights view allows Team/Service Owners and Service Supervisors to search for a customer by UPN, EMail or Phone Number and follow the entire Task flow in Nimbus by diving deeper into the single Service and User Sessions related to that Customer interaction.
INC Gradual Feature rollout
Features described in the following are gradually rolled out on Nimbus clusters. They may not be available on your Tenant yet.
PRECONDITIONS
- The Tenant Administrator must “Enable Customer Overview” within the Data Privacy Tenant Settings.
- Portal Roles restricted access: This view is limited to Supervisor / Service- & Team Owners.
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Limited Data access: The data view limited to Services in which the currently signed-in Nimbus User account is related to.
→ More on this below.
☝Restricted Data Access
Note that data access is restricted to the Sessions your currently logged-in User has access to. This means that you may search for Interactions and lists related Service / User entities, but only access data from Services you have access to with your current User account.
Generally accessible are:
- Date and Time of the selected session.
- Duration of the selected session.
- Result of the selected session.
Hidden1 from view – when you are not part of this Session:
- Search results that do not include at least one Service (Session) accessible to you.
- User Names of the related Service.
- Primary & Secondary Codes added by Users in that Session.
- Tags added by Users in that Session.
1 GDPR Note: Data is only hidden from observation in this particular view. The underlying data set is not anonymized or altered by Nimbus in any way.
Overview
Customer Insights and all related data shown is following the Reporting concept of Nimbus. Each entry in the Interaction lists represents one single Customer interaction (over all areas of the Nimbus system) with any Nimbus User (Agent) or Service. In Nimbus this is considered and summarized as “Unified Session”. Accordingly, single interactions of the Customer with Services and individual users are following the Nimbus of “Service / User Sessions”.
In the “Interactions” area you can observe the following details:
| Area | Description |
|---|---|
|
Search (1..n entries) |
Search functionality to return an initial list of end-2-end interactions (Unified Sessions). You can search for:
💡You can search for multiple entries concurrently. If you do, the search is resolved with an OR condition (listing all entries together). |
| Search Filters |
A set of filter options1 to reduce the Unified Session list to a smaller set by:
1🔎For more details on how to enable filters, refer to the chapter → “Filtering” below. 2🔎 For a full set of Outcomes and their descriptions, refer to Static Dimensions > User / Session Outcomes. |
|
Customer Interaction / Unified Session List (Search results) |
A paginated output of the Search results consisting of a list of end-2-end interactions (Unified Sessions) according to the entry searched.
|
|
Unified Session1 Summary (Top row of widgets) |
✅ Precondition: One search result is found and clicked upon. Shows the following details:
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|
Service/User Sessions1 (Unified Session drilldown) |
✅ Precondition: One search result entry must be clicked upon. By default the most recent result is selected. Upon selection, the underlying details of that unified session are shown in chronological order. This information provides a visualization of all the hops made by the customer within the context of that selected unified session (e.g. from Service A to Service B to User Session C). This drill down information is visualized as follows:
⮑Service / User Sessions details are be shown as follows:
💡Hint: a Unified session can have 1:n Service session while a Service Session can have 1:n User Sessions, each created after a transfer. You can Expand and Collapse all Service Sessions quickly via Expand / Collapse View buttons. |
|
User Session1 details (User Session drilldown) |
✅ Precondition: One Service Session with at least one User Session must be found via the Search. The Service Session must be expanded and a User Session must be selected as follows:
Details for the selected User Session are displayed: Name of the user, Date & Time, Duration, Result, Code & Tags.  💡Hint: Note that collapsing the expanded Service/User Sessions view will de-select the User Session and therefore it will also close the User Session widget on the right. |
🔎Related Information
1 You can learn more about the Nimbus Session model by visiting the following pages:
- Nimbus Reporting - An extensive overview on how Nimbus handles and structures various session types. This is a great entry point if you are new to Nimbus.
- Nimbus Reporting Model - This is a good entry point for BI specialists that want to have a detailed look into the OData Feed of Nimbus, with further details on Unified-, Service- and User session level results.
Filtering
INC Filtering
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When your current Nimbus view offers filters:
When filters are already active: Unless “All” is shown as filter content, your results are filtered.
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Known Limitations
KNOWN CUSTOMER INSIGHTS LIMITATIONS
- Dark Mode Design (UI) is not yet finalized. Design details may be hard to read.
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Search functionality:
- Search is currently case sensitive.
- Search already starts as single items in the search fields are confirmed with return.
- Prior search result entries are still shown even when the search was cleared.
- Search results are cached, so when the User switches Nimbus UI view:
- … Pagination of results is not current anymore.
- … The search field is emptied.
→ In both cases – to get the newest data – a new Search has to be started manually.
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Interaction Results:
- The Result of the Interaction may not always match with the result of the last Service Session.