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.
The Live View consists of widget elements with various purposes:
| Name | Description |
|---|---|
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Tasks Widgets (left area) |
Task Widgets summarize incoming tasks displaying the most important metrics on top. The purpose of the Tasks widgets is to:
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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:
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Trend Widgets (bottom row) |
Trend widgets summarize team KPIs, both daily and in a 30-days trend Their purpose is to:
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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.
🔎Good to know:
- Regardless the task distribution configured within Service Settings, your MS Teams interaction will behave as you know it from regular “Non-Nimbus” calls.
- Tasks will be distributed to you when you or other users are “Active” in Nimbus and in a User States that Nimbus considers as "Selectable".
- When your Distribution Service Settings and Workflows are configured to distribute calls automatically (and not via "Pickup" controls in the Live View itself), Nimbus can operate completely in the background if needed. You can leave the “Live View” to focus elsewhere.
- Many other views in Nimbus – e.g. My Sessions or Attendant Console – allow you to inspect and accept tasks in a similar fashion. You can work with your personal preference.
"Active" Users and Nimbus Tasks
Nimbus tracks “Active” Service Users in near real-time. Whenever you or one of your team colleagues changes this "Active" state, Nimbus will determine if there are other blocking User States (e.g. MS Teams Status, Responsibility Profiles) and change the Live View accordingly.
💡 The “Users" widget and “Availability” counter will reflect this immediately via color and counter updates.
The following columns and status are displayed:
| 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. |
| 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 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.
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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 service KPI trends
As part of Nimbus Reporting evaluation widgets continuously monitors service KPI metrics. Out of the data gathered, trends will be displayed on the Live View in real time.
The widgets can be separated into several concepts:
Daily Metric (Numeric) |
Trend Arrows (Color and Direction) |
Historic look-back (Trendline Chart) |
|---|---|---|
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Showcases the main metric gathered for the current productive day (data gathered starting at midnight). Metrics gathered are as follows:
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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:
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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.
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🔍 RELATED TOPICS
- 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.
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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.