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.
Users and Task distribution
Nimbus tracks the User State in near real-time, which includes MS Teams presence (or, if Emergency Manual Presence Mode is enabled on your tenant, the manually set Nimbus presence instead — see below) and the In-Nimbus “Ready” state. Whenever you or one of your team colleagues changes this "Ready" 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.
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💡Emergency Manual Presence Mode: If this mode is enabled on your tenant, Nimbus does not use Microsoft Teams presence at all — the "Available" state shown here instead reflects each user's manually set Nimbus presence (Available / Appear Offline). The widgets, colors, and counters described in this section work exactly the same way, just driven by the manual state instead.
Learn more about the Emergency Manual Presence Mode…
INC Emergency Manual Presence Mode
Emergency Manual Presence Mode allows organizations to keep task routing working when Microsoft Teams presence information is unavailable or unreliable. When enabled on Admin > Tenant > Extensions > Presence Tracking, Nimbus stops syncing presence from Microsoft Teams for that tenant, and users manage their availability directly in Nimbus instead.
✅ Supported Presence Services: Emergency Manual Presence Mode is supported for both the legacy Presence Service and the new Presence Service, and is fully optimized for the new Presence Service.
How it Works
- All users are initially set to Offline.💡Note: When Emergency Manual Presence Mode is enabled, Dashboards and Live View may not immediately update to reflect the new presence source, which can show unusual combinations of states in the UI until the user manually switches their presence.
- Users can manually set their Nimbus presence state — Available or Appear Offline — from a dropdown on the avatar icon, available on My Overview, My Sessions, and Attendant Console.
- Task routing continues to work using the manual Nimbus presence state, together with existing Responsibility Profiles and team-based Active/Inactive settings — unchanged from normal operation.
- Sessions already in progress are not affected by enabling/disabling the mode or by a user changing their manual state.
- A presence dropdown appears in the Portal. 💡Note: Once the tenant setting is enabled, the only indicators of this mode is the new dropdown.
☝ Note: All Nimbus users must manually set themselves to Available after enabling the mode — even if they already consider themselves ready to work. Enabling Emergency Manual Presence Mode does not carry over a user's previous availability. Until a user actively selects Available from the dropdown, they remain non-selectable for tasks, regardless of how they perceive their own status.
✅ Recommended action for Administrators:
- After enabling the mode: Inform all affected service owners and users to make them aware that MS Teams presence will be ignored.
- After disabling the mode: Delays in the automatic presence synchronization with Microsoft may occur. If your Nimbus presence doesn't reflect your actual Microsoft Teams status shortly after disabling. Inform users to use Reset status from your Teams presence dropdown to resolve it.
Presence Visibility Across Nimbus
The manually configured Nimbus presence is reflected in:
- Dashboards
- All Overviews (e.g. My Overview, Services Overview, Live View)
- Apps and Extensions such as Nimbus Assistant, Attendant Console
INC Emergency Manual Presence Mode Limitations
KNOWN EMERGENCY MANUAL PRESENCE MODE LIMITATIONS
- Dashboards and Live View may show inconsistent states right after enabling the Emergency Manual Presence Mode. When Emergency Manual Presence Mode is enabled, Dashboards and Live View don't always update immediately to reflect the switch to manual presence. This can result in unusual combinations of states appearing in the UI. Until a user manually sets their presence (Available / Appear Offline) via the dropdown, they remain blocked from receiving tasks.
- After disabling the Emergency Manual Presence Mode, delays in the automatic presence synchronization with Microsoft may occur. If your presence doesn't reflect your actual Teams status shortly after disabling, use Reset status from your Teams presence dropdown to resolve it.
User State / Readiness
The following states are displayed in the “state” column and chart legend:
| Status | Description |
|---|---|
| Ready | Users who are "Ready" and not handling other tasks. |
| Not Ready | Users busy in a call or another Nimbus blocking task. |
| Inactive | Users that are “Offline” in their MS Teams presence. |
Not Ready Reasons (NRR)
If a user is "Not Ready", hover over the user's state in the Users widget to see why. The tooltip shows the state followed by exactly one reason, for example "Not Ready - On a Task" or "Not Ready - Off Duty and Inactive". If a Not Available Reason applies, it is appended, for example "Not Ready - Presence - Away - Coffee Break".
🔎 See Not Ready Reasons (NRR) for the complete list of reasons.
If detailed NRR tooltips are disabled by a Tenant Admin, a simplified “Not Ready” is shown.
✅ Related Settings
- Service Owners: “Readiness” criteria for MS Teams Presence can be defined individually in the Distribution Service Settings. Advanced features such as Task Parallelization settings may also impact user Readiness.
- Tenant Admins: Extended presence and Readiness status tooltips can be enabled via Data Privacy Tenant Settings. When these tooltip options are are disabled, a simplified “Not Ready” is shown.
🔎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. This does not apply while Emergency Manual Presence Mode is enabled: only "Available" and "Appear Offline" can be set.
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Team Owners can also change the “Active” state 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 self-toggle can also be disabled via Users Service Settings > “Users can change the active state”. - Team Users (Members) - All Nimbus users may manage their own "Ready" state individually for each team they are part of, e.g. via Services Overview. They can however not change the state of others users.
KPI Trend Widgets
As part of Nimbus Reporting, widgets at the bottom show service KPI metrics. Out of the long-term data gathered, trends will be displayed for the last full hour.
Daily Metrics (Numeric)
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.
Trendline Chart
The trendline 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
Trend Arrows
The trend arrow compares the last full hour with the same hour of the day on each of the past 30 days. It shows whether this hour is normal for this time of day, or unusual. A tendency is signaled in both direction and color, in five steps from "Very low" to "Very high".
| Arrow | Meaning |
|---|---|
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↑ Very high 🟥 Red |
Much higher than usual. Rarely this high. |
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↗ High 🟧 Orange |
Noticeably higher than usual. |
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→ Normal 🟪 Purple |
Within the usual range for this hour. |
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↘ Low 🟧 Orange |
Noticeably lower than usual. |
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↓ Very low 🟩 Green |
Much lower than usual. Rarely this low. |
🔎How to interpret the Trend Arrows
💡Example: at 14:20, the hour from 13:00 to 14:00 today is compared with 13:00 to 14:00 on each of the last 30 days.
A “Higher / Lower than usual” trend arrow signaling depends on how much this hour normally varies. A service with steady traffic shows a trend after a small change. A service whose traffic swings a lot needs a bigger change before the trend moves.
| Widget | What the trend measures | Higher than usual means |
|---|---|---|
| Tasks Today | Total number of tasks in the hour. | Busier than usual. |
| ∅ Queue Time Today | Average time callers waited in the queue. | Callers waited longer than usual. |
| ∅ Connected Time Today | Average conversation length with a user. | Conversations were longer than usual. |
| Inbound Reachability Today | Share of queued inbound calls that a user accepted. | More callers reached a user than usual. 💡Colors are reversed on this widget: "Very high" is green, "Very low" is red. |
- Higher or lower, not better or worse: the arrow shows how far this hour is from the usual value. Whether that is good depends on the widget, see the table above.
- Every day counts the same: weekends included. A Monday morning is compared with all mornings of the past 30 days.
- UTC hours: hours are counted in UTC, not in your local time.
- Low-traffic services: one extra call can show as "Very high", because the usual value is close to zero.
- Not enough history: the arrow shows "Normal" when there isn't enough data to compare against.
- Question mark: shown instead of an arrow when no trend data could be loaded.
🔍 Related areas:
- KPI Settings: Note that “Reporting” related SLA metrics and changes made to General Service Settings can directly impact trends.
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KPI Terms and their formula: such as
Reachability,Queue Time andConnectedTimeare explained on Nimbus KPI Calculation. -
Other Nimbus UI Areas:
- The same KPI / SLA metrics gathered in Live Views are also reflected on the Statistics page.
- The Sessions List allows to dive deeper into concluded sessions and related task results.
- (Non-) Personal Dashboards, each customizable with Dashboard Widgets and individual filters, also can highlight any KPI / Reporting Metric of choice.
- Historical Reporting: A historical OData Feed report can be viewed in Power BI, where all final KPIs are stored according to the Nimbus Reporting Model, including all detailed session results and timestamps.