Continuous Improvements Paving the Way for Customer Success

Software development is an art and as Leonardo Da Vinci once said: “art is never finished, only abandoned”. When we released Luware Nimbus in January 2021, we did not ship the software and forget about it. In fact, our developers are currently writing more code than ever. They are continuously developing new features and your feedback feeds into this process. When we updated the calendar component that is used in the Opening Hours, we listened to you and changed the default settings. We also added some new widgets and enabled presence tracking. Read on to learn more about the latest Nimbus updates.

Presence Tracking

Do you struggle to reach employees because their status is always on ‘Busy’? Currently, it is hard for agents to detect if users are unavailable in a call or if they are just set as ‘Busy’ because of a blocker or a scheduled meeting that fell through. With the new presence tokens, Nimbus can differentiate between employees that are ‘Busy – In a Call’, and employees that are ‘Busy – In a Meeting’. You can use these presence tokens to build workflows that resolve issues quicker and reduce customers’ waiting times.

New Dashboard Widgets

The Nimbus customizable Dashboard provides contact center supervisors with an intuitive overview of key performance indicators and real-time performance metrics. It helps them to quickly spot trends and problem areas. New widgets are continuously being added to the dashboard to provide supervisors and agents with a better overview. The following widgets were added in the last sprint:

  1. The User State Tabular shows the current user states in a tabular view. Supervisors can see what agents are on and off duty, whether they are available, busy, or away and how long they have been in that state.
  2. The Service Queue Tabular shows agents all the currently queued calls in the services for which they are responsible and allows them to quickly spot priority tasks.

UX improvements

When we updated the calendar component that is used in the Opening Hours, we considered your feedback and changed the default settings to make configuration easier for you. New calendars are now ‘Closed’ by default, whilst new periods are created ‘Open’ by default. When you create a new period, the ‘All Day’ toggle will also be inactive by default.