Glossary

The action when an agent picks up an incoming task (call or chat) to start the conversation with the customer.

A specific step in the system's workflow that formally connects the caller to the agent and opens the communication channel.

The system logic that automatically routes incoming calls to the most suitable available agent based on pre-set rules.

The time immediately following a conversation when an agent finishes administrative tasks (like CRM updates or notes). The agent is usually unavailable for new calls during this time.

An interactive notification card that appears in a Teams channel. Luware uses these to notify users about missed calls, voicemails, or specific tasks directly in their chat feed.

A digital phonebook inside Nimbus where you can store and search for external contacts not listed in your company's main directory.

The backend website where Administrators configure the system, manage users, set up workflows, and view technical settings.

Specific permission sets assigned to administrators that control exactly what they can see and change in the system settings.

A Luware Nimbus module that adds extensive telephony and workflow functionalities to Microsoft Teams.

A professional user responsible for handling customer interactions (calls, chats, emails). In Nimbus, agents are assigned specific "Skills" and "Responsibilities".

A settings menu where admins define how agents behave for a specific hotline (e.g., setting how much wrap-up time they get).

A step in the call flow that plays a recorded audio message or reads text aloud to the caller (e.g., "All agents are busy, please hold").

A technical configuration file that tells Microsoft Teams how to install, display, and run the Nimbus application.

A unique digital "ID card" for the software, used to identify it securely within the Microsoft cloud environment.

The specific access rights granted to Nimbus so it can read necessary data (like user status) in your Microsoft system.

A dashboard designed for receptionists to handle high volumes of calls rapidly, usually featuring "drag-and-drop" transfer capabilities.

Communication channels (modalities) where users speak or see each other, as opposed to typing (Chat/Email).

A security feature that keeps a detailed record of exactly who accessed, listened to, or downloaded a recording and when it happened.

A routing rule that checks if agents are actually free before sending a call, preventing callers from waiting in queues for busy agents.

The Microsoft cloud platform where Luware Nimbus infrastructure is hosted. It ensures security and scalability.

Transferring a call immediately to another person without checking if they are available or speaking to them first.

An automated software program capable of performing repetitive tasks or simulating human conversation.

The ability for an agent or receptionist to view a colleague's Outlook calendar instantly to see when they will be free to take a call.

The ability for an agent to manually select a specific call from the queue list to answer, rather than waiting for the system to assign the next one automatically.

The external person initiating a voice or video interaction. Note: In Nimbus, "Caller" usually refers specifically to Audio/Video, whereas "Customer" covers all media types.

A cloud-based software model that allows businesses to manage customer interactions (voice, chat, email) over the internet without installing physical hardware.

A workflow activity that determines where a caller currently stands in the waiting line (e.g., "3rd in line") to decide what message to play.

Tags that agents select after a call to categorize the outcome (e.g., "Sale Closed," "Complaint," "Wrong Number"). These are used for reporting.

A workflow activity that gathers input from the caller (like an account number entered via keypad) to use later in routing decisions.

A call where an agent puts the customer on hold to speak privately with a colleague (e.g., to ask for help) before returning to the customer.

The comprehensive Luware Nimbus module designed specifically for large-scale contact centers.

Using data about a caller (e.g., they have an open support ticket) to automatically route them to the right person or show that info to the agent.

The general term for the external person interacting with your service, regardless of whether they are calling, emailing, or chatting.

The total impression your customers have of your brand based on every interaction they have with you, from the first call to post-sales support.

A visual record showing the path a customer took, including which menus they selected and which queues they waited in.

A feature allowing your company to store call recordings on your own secure servers (Azure) rather than using Luware's default storage.

A holistic cloud service that integrates all customer touchpoints (beyond just the contact center) to manage and improve the entire customer journey.

A real-time visual display showing live metrics like "Calls Waiting," "Service Level," or "Agent Status" to help teams monitor performance.

A customizable tile on a dashboard that displays a specific metric or chart, such as a "Calls in Queue" counter or an "Agent State" list.

A setting that determines how long call logs and recordings are stored in the system before being automatically deleted to comply with privacy laws.

The formula language used in Power BI. It allows you to create custom calculations for your Nimbus reports.

The action of an agent rejecting an incoming call or task. This usually sends the caller back to the queue or to another available agent.

A step in the call flow that pauses the process for a set time (e.g., waiting 10 seconds while ringing an agent before trying someone else).

A category used to slice data in reports. For example, "Time of Day," "Agent Name," or "Service Line" are dimensions used to analyze call metrics.

A call routed directly to a specific user or extension, bypassing the general service queue.

A step in the workflow that formally ends the call or session, hanging up the connection.

The specific set of rules that decides which agent gets a call. It looks at the skills and responsibility levels of available users to find the best match.

A setting that allows certain calls (e.g., VIPs) to jump ahead in the queue to be answered faster than standard calls.

The signals generated when a user presses keys on their phone (e.g., "Press 1 for Sales"). Nimbus uses this to capture customer choices in menus.

A status toggle that signals if an agent is currently "working" on a specific service line. You can be logged into Teams but "Off Duty" for a specific hotline.

The international standard format for phone numbers (e.g., +41 12 345 67 89). Nimbus requires this format to route calls correctly.

A communication channel where customer emails are converted into Nimbus tasks so agents can reply directly from the same interface used for calls.

The ability to display external websites or apps (like a CRM) directly inside the Nimbus interface so agents don't have to switch windows.

Seeing the real-time status of colleagues (Available, Busy, Away) directly in the console to know who is free to take a transfer.

A high-level security method that scrambles call data so that only authorized users with the correct "key" can listen to or read it.

A Luware Nimbus module that adds basic contact center functionalities for organizations needing more than just routing.

Microsoft's identity management system. Luware uses this so users can log in using their standard Microsoft 365 credentials.

A generic task type (like a ticket from a different system) that is routed to agents through Nimbus just like a phone call.

A piece of hard numerical data in a report, such as "Call Duration in Seconds" or "Count of Answered Calls."

The ability for two different organizations to chat or call each other via Teams/Skype over the internet without using standard phone lines.

An automated process built in Microsoft Power Automate that Nimbus triggers to perform actions in other apps (e.g., "Create Ticket" when a call ends).

The user-facing part of the software where agents and team owners work (handling calls, viewing dashboards, changing duty status).

A feature that informs a waiting caller of their spot in line (e.g., "You are currently caller number 3").

Analyzing past performance data (days, weeks, or months ago) to identify long-term trends, as opposed to "Real-Time" monitoring.

A queue system that lets callers press keys to choose options while waiting (e.g., "Press 1 to request a callback") rather than just listening to music.

An automated menu system ("Press 1 for Sales...") that greets callers and guides them to the correct department.

A measurable value that demonstrates how effectively a company is achieving key business objectives (e.g., Average Handle Time).

A feature that converts spoken voice into text on-screen in real-time. This helps agents read along during the conversation and aids in immediate understanding.

A tool that instantly translates voice or text during a call, enabling participants speaking different languages to communicate seamlessly.

A routing method that sends the next call to the agent who has been waiting the longest, ensuring fair workload distribution.

An add-on module for Nimbus that provides secure, compliant voice recording and historical replay of conversations for quality assurance.

An automated audio message played into a call to notify all participants that the conversation is being recorded (often a legal requirement).

The interface that allows Luware to "talk" to Teams, enabling it to read user presence and control calls natively.

The method of communication used. Examples of modalities include Voice Call, Video, Chat, or Email.

The ability to handle multiple types of communication (e.g., switching from a Chat to a Voice call) within a single interaction or service.

The audio played to callers while they wait in a queue or are parked. This reassures them that the connection is still active.

A standalone Luware app (or browser extension) that provides agents with context about a caller (e.g., CRM data) and call control features without needing the full Teams window open.

An add-on module for Nimbus that provides secure, compliant voice recording and historical replay of conversations for quality assurance.

A suite of AI-driven features and AI assistants that help improve overall service performance, for example by assisting Nimbus users with AI-driven context like captions or live translation.

Providing a seamless customer experience across all channels (Voice, Email, Chat) where the history and context travel with the customer.

A way to group services and users within Nimbus (e.g., "German Branch" vs. "US Branch") to keep settings and permissions separate.

When an agent calls a customer on behalf of a service (showing the service hotline number instead of their personal number).

A Service Owner manages Nimbus configuration. A Team Owner manages the Microsoft Team. These roles are often linked/synced.

A variable or "container" where the system stores a piece of data (e.g., a customer's input ID) to be used later in the call flow.

Putting a task "on hold" for a longer period. This lets an agent handle other urgent work without the delay negatively affecting their performance stats (KPIs).

Certified external companies that help customers install, configure, and maintain Luware software.

A setting where, if an agent misses a call (RONA), they remain in a "Busy/RONA" state and receive no new calls until they manually reactivate themselves.

A tool that lets Luware "talk" to other software (like Salesforce, HubSpot, or Email) to trigger automated tasks when a call happens.

The visual indicator in Teams (Green/Red/Yellow) showing availability. Nimbus reads this to ensure it doesn't send calls to busy agents.

The traditional global telephone network. It refers to standard external phone calling.

Recording specific calls or a percentage of calls to review agent performance, identify training needs, and ensure service standards are met.

The Microsoft Teams "Queues" app is a basic, first-party tool for managing call queues. Luware Nimbus is often compared as a more advanced alternative to this.

The ability for authorized users to listen back to previously recorded voice conversations, often used for training or dispute resolution.

A profile assigned to an agent that defines how they should handle calls (e.g., "First Level Support" vs. "Manager"). Agents can switch profiles (e.g., act as Manager only when needed).

A fail-safe mechanism: If an agent is available but doesn't answer the phone, the system pulls the call back and sends it to the next agent so the caller isn't left ringing.

Monitoring if agents are currently doing what the schedule says they should be doing (e.g., are they logged in when their shift starts?).

A transfer method where the system ensures the call is successfully picked up by the target. If the target doesn't answer, the call returns to the original sender.

Automatically opening a webpage or CRM record (e.g., Salesforce customer profile) on the agent's screen as soon as the phone rings.

A set of tools provided by Luware that allows developers to build custom apps or integrations that work with Nimbus.

A specific hotline or support line configured in Nimbus (e.g., "IT Support Hotline") that has its own opening hours, workflow, and team.

A single recorded interaction or "event" within the system. Reporting is often based on analyzing these sessions.

The standard technology protocol used to set up and manage voice calls over the internet (VoIP).

Assigning tags (e.g., "French Speaker," "Product Expert") to agents. The system ensures calls requiring specific skills are only routed to agents who have them.

A target metric (e.g., "Answer 80% of calls within 20 seconds"). Nimbus reports highlight if these targets were met or missed.

A small piece of code. In Luware context, usually refers to code you put on your website to enable the "Interact" web-chat widget.

Descriptive labels attached to a call session for reporting purposes, helping to filter data later (e.g., tagging a call as "VIP Customer").

In Nimbus, an incoming call or request is treated as a "Task." The system distributes these tasks to agents.

Your organization's private, dedicated environment within the Microsoft Cloud.

The process of converting a recorded voice call into a written document. This is used for "post-call" keyword searching and sentiment analysis.

Moving a live call from one agent to another person or department.

Technology that converts written text into spoken voice. Nimbus uses this to play announcements without needing a human to record them.

How the software looks and feels to the user. Nimbus focuses on a "Native Teams" UX, meaning it looks exactly like Microsoft Teams.

A user's unique identifier in the Microsoft system, usually looking like an email address (e.g., name@company.com).

A string of characters used to identify a resource. In telephony, it often acts like a specialized address for routing calls.

Any person logged into the system. This includes Agents, Supervisors, Admins, and Receptionists.

A general term for the individual AI "actors" inside the Nimbus Companion that perform specific automated tasks to assist users.

An AI bot designed to help customers solve problems automatically (Automation) without needing a human agent.

An AI-driven "first responder" that handles basic tasks (like routing calls or looking up info) before passing the customer to a human agent.

An AI tool designed to help agents and owners (Augmentation). It acts as a "copilot" to help the team work faster and more effectively.

The active process of capturing and storing the audio of a phone conversation for later playback or compliance purposes.

Transferring a caller to a colleague, but speaking to the colleague first to explain the situation before connecting the customer.

A pre-set configuration that defines an agent's current role and duties (e.g., "Morning Shift - Support"). Selecting a profile automatically logs them into the correct queues.

The visual "flowchart" that determines what happens to a call (e.g., "Play Welcome Message" -> "Check Opening Hours" -> "Wait in Queue").

Another name for ACW. The buffer time after a call for finishing work.