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Frontend Portal Overview

An introduction to Nimbus UI concepts

PRECONDITIONS

Access to the Portal (Frontend UI) of Nimbus is granted via the following links. Note that the URL is depending on where your Nimbus Nimbus Installation was done for the first time:

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/
Australia 01 https://portal.aue-01.luware.cloud/
West Europe 01 https://portal.euwe-01.luware.cloud/
East United States 01 https://portal.use-01.luware.cloud/
Nimbus Portal URLs

✅ Make sure to configure your web proxies to allow access to these domains or whitelist the complete *.luware.cloud domain.

☝ Note permissions are required to access the Nimbus Portal:

  • Note that there is no “Anonymous” access to Nimbus. Read about Role Access Concept to understand how to access the Nimbus UI. 
  • Your service / team owner or tenant administrator need to grant you any of the viable Portal Roles and assign you as Members / Agents to a Nimbus Service before you see any data in the portal.
  • If your Administrator has not given consent on your behalf, Nimbus will inform you about Required User Permissions. These are needed to access your presence status and perform searches in your local directory.

💡After your first login, we strongly recommend that you read this guide all the way through. At the bottom you will also find additional resources to dig into.

 

Available Functionality

In the Nimbus Portal you have access to the following menu items (views):

INC Nimbus Portal Menu Items

Menu item Description
My Overview Personal Overview on your Day, Call Metrics, Status display
My Sessions Task handling view, showing live tasks and customer Conversation Context.
Personal Dashboards Customizable with Dashboard Widgets for inspection of Service or User-related KPIs.
Services Overview  A list of all your Services, assigned Users and incoming Tasks.
Live View Live statistics of a selected Service with showing Tasks, Users and related trend metrics.
Statistics Lookback statistics of a selected Service showing Task Results and SLA metrics.
Sessions List Historical Nimbus Reporting Sessions list of a selected Service.
Service Settings Access to Nimbus Features and Task Queue and Distribution Settings per Service.
Attendant Console Access to individual call handling scenarios and call forwarding options.
Configuration Access to configurable items used in Service Settings.
User Preferences (Portal) User-Individual settings for Language, Notifications, Permissions, Logging.

Nimbus UI concepts

While designed to seamlessly integrate with Microsoft Teams in terms of its design, Nimbus uses the following UI handling and usability concepts to enhance the UI experience with additional features.

View Selection

In Nimbus, main menu entries are equally available to all users of the same role. These main areas are also sometimes called “Views”.

Main Menu with a “Services Overview” entry selected. All such essential views are located on the left-hand sidebar.

💡Things of Note:

  • Small tooltips display on mouseover to provide context.
  • Each view usually consists of several widgets, small information blocks that fulfill a specific purpose such as displaying a list of tasks, users or statistics.
  • Changing views will also force a refresh of the widgets inside.
  • The available main menu entries depend on User Roles and Groups of your logged-in user, which are usually changed by an Administrator. 
 
 

Portal / Admin Access

Portal and Admin Differences

Nimbus distinguishes your User Access by Portal Roles and Admin Roles.  Depending on your User Role and the URL accessed, you may see the same data, but:

  • At a different detail level.
  • With varying permissions to edit said data.

Both Admin and Frontend UI are called “Portals”, but for simplicity we often just talk about “Nimbus Admin” and “Nimbul Portal” UI / URL respectively, to avoid confusion and mix-ups.

Data Access

Access to Nimbus data may be possible from within both Portal and Admin, but with varying complexity and permission level based on your role. Here is an example for the Nimbus Configuration from both points of view:

Frontend Portal View Admin Portal View
Configuration items are accessible to Portal Users, however with a small selection and limited editing permissions.
The Admin Configuration shows a lot more items, and as Administrator, all of them can be fully edited.

Following this concept, the same user may access both areas of Nimbus and interact with Services, but perform different tasks. 

Portal URLs

Primary Tasks: 

  • Configuring basic Service Settings
  • Engaging with Customers
  • Steering own and team-wide activity within Services
  • Supervision of Service Agents / Users and related KPIs

INC 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/
Australia 01 https://portal.aue-01.luware.cloud/
West Europe 01 https://portal.euwe-01.luware.cloud/
East United States 01 https://portal.use-01.luware.cloud/
Nimbus Portal URLs

✅ Make sure to configure your web proxies to allow access to these domains or whitelist the complete *.luware.cloud domain.

 
 

Admin URLs

Primary Tasks: 

  • Configuring all Service Settings, including first-time and essential setup
  • Inspecting overall Service Operations and Tasks
  • Configuring and delegating user access and roles
  • Tracking of System changes

INC Nimbus Admin URLs

Switzerland 01 https://admin.ch-01.luware.cloud/
Switzerland 02 https://admin.ch-02.luware.cloud/
Germany 01 https://admin.dewe-01.luware.cloud/
Germany 02 https://admin.dewe-02.luware.cloud/
United Kingdom 01 https://admin.ukso-01.luware.cloud/
Australia 01 https://admin.aue-01.luware.cloud/
West Europe 01 https://admin.euwe-01.luware.cloud/
East United States 01 https://admin.use-01.luware.cloud/
Nimbus Admin Panel URL

✅ Make sure to configure your web proxies to allow access to these domains or whitelist the complete *.luware.cloud domain.

 
 
 
 

Organization Units

Organization Units

Nimbus uses a hierarchical access-concept called Organization Units (short: OU). This concept is used to separate the visibility of all elements within Nimbus.

Example: Organization Units used for listing and sorting Services
Organization Units used to place a workflow with a specific team (or set of teams) 

💡Things of Note:

  • In some UI views you will notice a “Organization Unit” display or selection. The concept is also used for Filtering certain views.
  • In the Configuration view, the OU concept also applies to distinguish by an item's OU affiliation (e.g. a workflow being assigned to and thus only visible to the "Documentation Team")
  • Data entities and configuration elements may be assigned to a "System" level OU by administrators, meaning that they will be available to all underlying “child” OU services.
  • The entire Nimbus Role-based Access Concept (RBAC) works in tandem with OU, determining where users can act in their role.

🔍 If you are managing any Service or Team we highly recommend visiting the Organization Units page to learn more about this important concept.

 
 
 

Nimbus Teams App / Teams Tab

Nimbus Teams App / Teams Tab

Next to the Nimbus Portal you can also access Nimbus: 

Nimbus App Nimbus Teams Tab
User-centric: Nimbus App
Service-centric:  Nimbus Teams Tab 

The  Nimbus Personal App is an optional way for Users to access Nimbus Portal via Microsoft Teams.

 

💡Things of Note:

  • The App will open an instance of the Nimbus Portal URL within Teams for easy access. You can still continue using Nimbus in your browser, either separately or simultaneously.
  • See the Personal App Installation guide for instructions on how to add Nimbus to your Teams sidebar

The Nimbus Teams Tab provides a service-oriented view.

 

💡Things of Note:

  • Each Service gets his own specific Nimbus tab with data catered to that particular Service.
  • See the Service Provisioning guide on how to install the Nimbus Tab for your entire team.

💡Good to know: Each Service can have its own Nimbus tab. However, you only have one Nimbus App that shows all your services.

 
 
 

Mouse-Over tooltips

Mouse-Over tooltips

Mouse-over diagram tooltips

 

Most controls and widgets allow you to interact via mouse-over to display further details and tooltips.

💡Things of Note:

  • Mousing over charts and diagrams will show you numeric data points.
  • Getting the complete text contents of a control that is otherwise cut-off by design or resolution limitations (e.g. long names, announcement text, file names, etc.).
  • Getting visual feedback on an interactive control that changes state when clicked.
  • Mouse-over also can provide helpful tooltips or further information with links to our Knowledge Base.
 
 

Clickable Controls

Call Pickup controls

 

Call pickup controls

Pickup controls may be visible for certain services, e.g. within a Queue widget or task list. 

✅Precondition: 

“Pickup” is Service Settings and workflow queue-handling configured.

Queue Activities in a service workflow need to be set to any of the "Pickup" Distribution Types for this to show. 

 

💡Things of Note:

  • Active pickup controls - when clicked- will initiate a Microsoft Teams call by Nimbus and distribute the customer to you.
  • Inactive pickup controls indicate that you are ineligible to take the call (e.g. the caller is still in IVR, the call is already handled, or Nimbus has flagged your User State as unavailable to handle further tasks).
  • No pickup controls may be shown for (some) of your listed services in the Portal Overview. In such cases the Task Queue and Distribution is handled automatically by Nimbus. You only need to accept calls within your Microsoft Teams UI and not react within Nimbus itself.

Toggle Controls

Toggles to enable or disable filters in Attendant Console
Controls may appear greyed out to, indicating that a dependency or requirement is not met (e.g. you lack permissions or  

Widgets with active controls will show a hand-symbol cursor. This can toggles, pulldowns, 

💡Things of Note:

  • Toggle controls may allow you to switch between views or apply filters within a view. Their status will change in color and shape accordingly.
  • The cursor generally changes to pointing finger to signal that elements or views may change when clicked. 
  • When a control is not clickable you usually do not meet the necessary Prerequirements. It can also mean that a feature is deactivated or just shown as “read only” for your information.
 
 

Charts and Legends

 

Chart Filtering can be applied to any diagram with a legend nearby. Some charts also support further control via mouse.

✅ Precondition: Data needs to be available for the filters to have a visible effect.

💡Things of Note:

  • Click on a legend entry to hide/show corresponding entries.           
    → 💡 The filters only show a visible effect if there is data available within the selected time period / data range.
  • Use your mouse-wheel to zoom and left-click to drag a chart along the X-Axis to closer inspect data points.
  • The view will reset when you switch between Nimbus tabs/views, or if you change the range of data (attempting to fit all data points on screen).
 
 

Sorting / Filtering

Sorting

Sorting a table by clicking on the header

 

On tables you can click on headers such task lists, available users, or reporting metrics to sort by that criteria.

💡Things of Note:

  • Repeated clicks change the sorting from ascending to descending
  • A refresh (or switch) to another view will reset the sorting back to default.
  • Sorting is exclusively to you, not shown for other users.

Filtering

INC Filtering

When your current Nimbus view offers filters:

  • Click the filter icon for a filter selection menu.
  • Click on a filter name to directly add it and start.
  • Click the toggles to show or hide a filter.

When filters are already active:

Unless “All” is shown as filter content, your results are filtered.

  • Click ✖ inside a filter to clear its contents.
  • The filter itself will remain available for use.
  • To hide a filter again, use the filter menu. 
    ⮑ Doing so will also clear the filter from your search results.
 
 
Portal Roles

NOTES Roles described on this page have access to the Nimbus (Frontend) Portal. S...

Administration Overview

BEFORE YOU START Access to the Admin Panel is granted via the following links: Ni...

User Role (RBAC) Matrix

These tables contain details on the Role Based Access Concept (RBAC) concept behi...

Organization Units

Nimbus uses Organization Units (OU) to structure and manage all its configurable ...

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