In this use case, we're going to describe how you can set up Nimbus codes either for sales or call conclusion, usable by your entire service team. Once defined, codes can be selected via My Sessions to conclude a call and show up in Power BI reports.
PRECONDITIONS
- Some Nimbus Features described below here are limited to Enterprise Routing users. You may need to upgrade your license to make use of all functionality.
- You must be a team owner to access settings and configuration items shown below. Team members (as Nimbus users) will not see these options.
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| 💡 = A hint to signal learnings, improvements or useful information in context. | 🔍 = Info points out essential notes or related page in context. |
| ☝ = Notifies you about fallacies and tricky parts that help avoid problems. | 🤔 = Asks and answers common questions and troubleshooting points. |
| ❌ = Warns you of actions with irreversible / data-destructive consequence. | ✅ = Intructs you to perform a certain (prerequired) action to complete a related step. |
Define Codes in the configuration
As a first step we need to define a pool of codes for later reference:
- Head to the Configuration of the Service you want to define codes for.
- Select either Primary or Secondary codes.💡 If you don't distinguish your codes, just use "Primary".
- Click on "Create New" or edit existing entries.
- Define a Name and Description for your code.
- Save and repeat as often as needed for further codes.
Apply Codes in your service settings
Now that your code elements are configured, they need to be applied in the Service to take effect.
✅ This step needs to be done in the Service Administration of Nimbus.
- Head to the Service Settings of the Service you want to apply your codes for.
- Open the "Context" Tab.
- Click "Add" in the "Codes Section" section for each:
- Primary Code item.
- Secondary Code item (if configured in the previous step).
- "Save and Apply" your changes.
Enable the Code usage
✅ If not already enabled for your service can now enable the feature via the individual switch toggles.
- Head to the Service Settings of the Service you want to apply your codes and tags for.
- Open the Extensions Tab.
- Within the "My Sessions" Section > Enable "Codes and Tags" so they show in the My Sessions as a widget
- Optionally: Enable or disable other features you wish Nimbus service team users to access.
- Note that features such as "Caller Information" rely on external systems (e.g. a Customer Database) to retrieve caller data. Also see Use Case - Caller Information from Graph.
- "Save and Apply" your changes.
💡 Note that descriptive "tags" are defined by your userbase on a daily basis. They do not need to be configured and can be used alongside for describing a (concluded) call session.
See Codes in action
Usage |
Reporting |
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After everything has been set up codes should be available during active calls. The My Sessions view now provides a Codes (and Tags) for selection in a separate Widget. 💡 Users can go back to older call session entries (marked with an icon) and fill in interaction details retroactively. ☝ This information can only be submitted done once as it gets stored permanently for Nimbus Reporting Model purposes and resolved within a service call session.
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Once does have been used, the show up in Power BI, associated with the corresponding call session. 💡 Service owners can access and codes, e.g. to filter by their specific use or put them in time-based relation (e.g. by monthly usage).  |
