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Live View

PRECONDITIONS

In order to see the Live View, you need to fulfill the following requirements:

Your Administrator must complete the Nimbus Installation .
Afterwards, you can begin Service Provisioning and add a Nimbus tab to your team. The Live View will be part of your team's Nimbus tab.

Overview

The Live View shows current activities in the team, users states and some team statistics. This page is available to all team users regardless of their team role or current status.

Nimbus Live View showing multiple (Parked) **Tasks**, Service **Users** with remaining **Task Capacity**, and overall Service **KPI** **Trends** generated from task results

The Live View consists of widget elements with various purposes:

Name	Description
Tasks Widgets (left area)	Task Widgets summarize incoming tasks displaying the most important metrics on top. The purpose of the Tasks widgets is to: List the total amount of incoming tasks for your currenctly selected service. Tasks are distributed among available → Users. Show the waiting tasks at a glance, longest waiting time first. Their "time in queue" / " connected time" contributes to the " Ø time " trend widgets. Provide manual call pickup controls or distribute calls automatically, depending on Modalities Service Settings. 🔍 Also see chapter → "Handling Tasks" below
Users Widgets (right area)	The team users and status widgets summarize team availability with the most important metrics on top. The purpose of the Users widgets is to: List (un)available and (in)active users of a service. "Active " users become " Not available " once they handle a tast. Allow users to directly set the "Active" state and thus availability to take calls. Allow team owners and admins to set the activity state for respective team users 🔍 Also see chapter → "Managing States" below When Task Parallelization is enabled, you can also see the Task Capacity per modality for each user as a popup with bar charts. ✅This feature is enabled via General User Settings.
Trend Widgets (bottom row)	Trend widgets summarize team KPIs, both daily and in a 30-days trend Their purpose is to: Show the daily task resolution (handled / not handled) Show the daily average time (queue / connected ) of your callers Show the daily reachability of your team users. Provide comparative trends for all of the aforementioned metrics. 🔍 Also see → "Evaluating Trends" below.

Name

Description

Tasks Widgets

(left area)

Task Widgets summarize incoming tasks displaying the most important metrics on top.

The purpose of the Tasks widgets is to:

List the total amount of incoming tasks for your currenctly selected service. Tasks are distributed among available → Users.
Show the waiting tasks at a glance, longest waiting time first. Their "time in queue" / " connected time" contributes to the " Ø time " trend widgets.
Provide manual call pickup controls or distribute calls automatically, depending on Modalities Service Settings.
🔍 Also see chapter → "Handling Tasks" below

Users Widgets

(right area)

The team users and status widgets summarize team availability with the most important metrics on top. The purpose of the Users widgets is to:

List (un)available and (in)active users of a service.
- "Active " users become " Not available " once they handle a tast.
Allow users to directly set the "Active" state and thus availability to take calls.
Allow team owners and admins to set the activity state for respective team users
🔍 Also see chapter → "Managing States" below
When Task Parallelization is enabled, you can also see the Task Capacity per modality for each user as a popup with bar charts.
✅This feature is enabled via General User Settings.

Trend Widgets

(bottom row)

Trend widgets summarize team KPIs, both daily and in a 30-days trend

Their purpose is to:

Show the daily task resolution (handled / not handled)
Show the daily average time (queue / connected ) of your callers
Show the daily reachability of your team users.
Provide comparative trends for all of the aforementioned metrics.
🔍 Also see → "Evaluating Trends" below.

Tasks

Nimbus can operate in different Task Distribution methods – individually configured in the Distribution Service Settings per Service. Accordingly, the "Tasks" widget will reflect different controls and task states (e.g. Pickup or Automatic distribution), as specified by the Service's Workflows.

"Active" Users and Nimbus Tasks

Nimbus tracks the User State in near real-time, which includes MS Teams presence and the In-Nimbus “Active” state. Whenever you or one of your team colleagues changes this "Active" state, Nimbus will determine if there are any task-blocking (e.g. MS Teams Status, Responsibility Profiles, Task Capacity) and change the Live View accordingly.

💡 The “Users" widget and “Availability” counter will reflect this immediately via color and counter updates.

Nimbus tracks “available” users per Service and selects those that are toggled “Active” in the service and capable of handling tasks in the respective modality.

State Columns

The following states are displayed in the “state” column and chart legend:

Status	Description
Available	Users who are "Active" and not handling other tasks. 💡Nimbus will distribute tasks to longest "Available" users first → the "Time in State" applies.
Not Available	Users busy in call or other Nimbus task are not receiving invitations. 💡At the point of an incoming task, a different (available) user will be selected. If no one is available, the task will remain in "queued".
Inactive	Users that are set "Inactive" via any of the toggles in the Nimbus UI. 💡 The MS Teams presence is ignored in this case, Nimbus tasks will not be distributed.

Status

Description

Available

Users who are "Active" and not handling other tasks.
💡Nimbus will distribute tasks to longest "Available" users first → the "Time in State" applies.

Not Available

Users busy in call or other Nimbus task are not receiving invitations.

💡At the point of an incoming task, a different (available) user will be selected. If no one is available, the task will remain in "queued".

Inactive

Users that are set "Inactive" via any of the toggles in the Nimbus UI.
💡 The MS Teams presence is ignored in this case, Nimbus tasks will not be distributed.

🔎USE STATE DEPENDENCIES

Several factors can influence your Nimbus User State and Service availability:

Distribution Service Settings allow Nimbus to distribute tasks to Service Users even while "Away" or "Busy" in MS Teams.
Team Owners can also change the "Active" states of users within their Nimbus services.
💡 Affected users will see status changes mirrored within their Nimbus UI immediately (e.g. in Widgets, Dashboards, etc.). The "Active" setting can also be disabled via User Service Settings.
Team Users (Members) - All Nimbus users may manage their own "Active" state individually for each team they are part of, e.g. via Services Overview. They can however not change the state of others users.

Evaluating KPI trends

As part of Nimbus Reporting, widgets at the bottom show service KPI metrics. Out of the long-term data gathered, trends will be displayed in real time.

Trend Widgets

The widgets can be separated as follows:

Daily Metric (Numeric)	Trend Arrows (Color and Direction)	Historic look-back (Trendline Chart)
Showcases the main metric gathered for the current productive day (data gathered starting at midnight). Metrics gathered are as follows: Amount of (un)handled tasks by the service team today Average time callers spent in queue today (not including IVR-time) Average time callers were connected to Nimbus users today Percentage of tasks, that went to the queue and were accepted by users.	The trend arrows highlight a comparative trend. The baseline for that trend is the standard deviation taken from data metrics mean average gathered in the last 30 days. A tendency is signaled in both direction and color: Direction - either up, down, or stable horizontal tendency Color - green = better, red = worse. Purple is neutral (no change in tendency)	The trend chart is a historic comparative look-back on the last 5 productive days of operation . Data point reflects the same time of day on previous productive days. Overall tasks done (any task result) up until the same point of time ∅ Queue time up until the same point of time ∅ Connected time up until the same point of time % User Reachability percentage up until the same point of time

Daily Metric (Numeric)

Trend Arrows (Color and Direction)

Historic look-back (Trendline Chart)

Showcases the main metric gathered for the current productive day (data gathered starting at midnight).

Metrics gathered are as follows:

Amount of (un)handled tasks by the service team today
Average time callers spent in queue today (not including IVR-time)
Average time callers were connected to Nimbus users today
Percentage of tasks, that went to the queue and were accepted by users.

The trend arrows highlight a comparative trend. The baseline for that trend is the standard deviation taken from data metrics mean average gathered in the last 30 days.

A tendency is signaled in both direction and color:

Direction - either up, down, or stable horizontal tendency
Color - green = better, red = worse. Purple is neutral (no change in tendency)

The trend chart is a historic comparative look-back on the last 5 productive days of operation . Data point reflects the same time of day on previous productive days.

Overall tasks done (any task result) up until the same point of time
∅ Queue time up until the same point of time
∅ Connected time up until the same point of time
% User Reachability percentage up until the same point of time

KPI Settings: Note that reporting (SLA) metrics configured in each Service's General Service Settings directly impacts metrics and trends. A full historical report can be generated in Power BI, where Nimbus KPI Calculations apply.
Other places to review data include:
- SLA metrics gathered in Live Views are also reflected in Statistics.
- Sessions List allows to dive deeper into concluded sessions and related task results.
- Contact Center users can leverage (Non-) Personal Dashboards, which are customizable with Dashboard Widgets and individual filters.

Luware Knowledge

Luware Nimbus

Luware Recording

Resource Library

Live View

PRECONDITIONS

Overview

Tasks

"Active" Users and Nimbus Tasks

State Columns

🔎USE STATE DEPENDENCIES

Evaluating KPI trends

Trend Widgets

Luware Knowledge

Luware Nimbus

Luware Recording

Resource Library

PRECONDITIONS

Overview

Tasks

"Active" Users and Nimbus Tasks

State Columns

🔎USE STATE DEPENDENCIES

Evaluating KPI trends

Trend Widgets

🔍 RELATED TOPICS

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