Configure NimbusOne routing in this order: confirm a Contact Center service and its licenses, model skill categories and optional levels, assign users as agents, create a multi-level Distribution Policy, apply it to the service, then choose how each queue offers calls. The policy determines who is eligible; the queue activity determines how an eligible call is presented. Presence, capacity, task priority, After-Call Work and RONA can further prevent an otherwise qualified agent from receiving work.
NimbusOne is the agent and supervisor workspace for the customer-engagement experience. The routing rules themselves are configured in Nimbus administration, while NimbusOne can display the resulting call-flow and handling context.
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What you need before configuring routing
Skill-based routing is a Contact Center capability. Luware’s feature documentation describes Contact Center as the service that enables skill-based user routing and distributes tasks through Distribution Policies to users whose skills match the policy. Contact Center licensing must be present in both Service Administration and User Administration before you can manage agents.
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Understand the objects you will configure
- Contact Center service: the service that owns the agents, queues and distribution policy.
- Skill category: a shared definition such as a language, product family or regulatory specialty.
- Skill level: an optional proficiency or eligibility tier used to widen or narrow matching.
- Responsibility: a way to express a user’s relative duty or importance for a routing policy.
- Distribution Policy: a filter with one or more levels that selects eligible users by skill and responsibility.
- Queue or Queue Task activity: the workflow step that decides whether an eligible task is broadcast, sent directly to one user or exposed for pickup.
- Agent: a user assigned to the Contact Center service and given the appropriate skills and responsibility levels.
Follow this configuration sequence
Keep the order below. A policy cannot match skills that have not been modeled, and a queue cannot deliver to users who have not been assigned as agents.
1. Select the service and verify Contact Center licensing
- In Nimbus administration, identify the Contact Center service that will receive the calls.
- Check Service Administration to confirm that the Contact Center capability is licensed for that service.
- Check User Administration to confirm the users who will be managed as agents have the required Contact Center entitlement.
- Record the service name and the intended agent group before making workflow changes. This prevents a policy from being applied to the wrong service in a tenant with several services.
If users do not appear when you try to manage agents, stop at this stage. Luware notes that no agents are shown until a tenant administrator has assigned users to the Contact Center service.
2. Model the skills, levels and responsibilities
Start with the expertise needed to resolve the calls entering the service. Create shared Skill Categories rather than one-off labels for individual users. Typical categories include spoken language, product expertise, customer segment, technical certification or a regulated process.
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Use a category name that describes a capability, not a queue. “French” or “Billing disputes” is more reusable than “Queue 3 agents.” A shared category can then be used consistently across several policies and services.
Skill Levels are optional. Add them when the order of expertise matters. For example, a policy can first seek agents with an advanced level and later allow an intermediate level when a call has waited. Levels are not a promise that a particular call will always reach the highest-skilled person; they are matching requirements within the policy.
Responsibilities express relative importance or duty coverage. They are useful when two users have the same skill but one has primary responsibility, escalation duty or a designated supervisory role. Keep responsibility definitions understandable to supervisors because they become part of the policy’s eligibility logic.
3. Assign users as agents and set their levels
- Have a tenant administrator assign each intended user to the Contact Center service.
- After assignment, open the agent configuration for the service.
- Set the user’s level for every relevant Skill Category.
- Set Responsibility levels where the routing design distinguishes primary, secondary or escalation coverage.
- Remove or downgrade obsolete skills when a person changes role. Leaving stale skills in place can make the policy appear to work while sending work to an inappropriate queue of expertise.
The tenant administrator and service owner have different responsibilities in this sequence. The tenant administrator controls service membership; the service owner edits the agent’s skills and responsibility levels after membership exists.
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4. Build a multi-level Distribution Policy
Create a Distribution Policy for the service and add one or more distribution levels. At each level, define the skill and responsibility requirements a user must satisfy to be eligible.
Use the first level for the preferred match. Additional levels let you widen eligibility when a call has waited, for example by accepting a lower skill level or removing a secondary responsibility requirement. The policy therefore acts as a staged filter rather than a single static list of agents.
- Open the Contact Center service’s Distribution Policy configuration.
- Add the initial distribution level and select the required Skill Categories and levels.
- Add responsibility requirements only where they represent a real operational rule.
- Add later levels with deliberately broader requirements. Document what is relaxed at each level so supervisors know why a call can reach a wider group.
- Save the policy and review every level for contradictory requirements. A level that requires a skill no assigned agent has will never produce an eligible user.
- Apply the completed policy to the Contact Center service. Saving a policy without applying it does not change call routing.
Luware describes this policy as a matchmaker between customers and team members: the match is based on the configured skills and responsibilities, then constrained by the user’s current ability to receive work.
5. Configure the Queue or Queue Task activity
In the call flow, locate the Queue or Queue Task activity that holds the incoming call. Select its distribution type deliberately; this setting controls the offer behavior after policy matching.
| Distribution type | How the call is offered | Use it when | Important eligibility rule |
|---|---|---|---|
| Broadcast | The queued task is offered simultaneously to all available eligible users. | You want several agents alerted at once and are comfortable with the first acceptance determining who handles it. | Only users who are available under the service’s current distribution rules can receive the offer. |
| Direct | The task is sent to the longest-idle available eligible user. | You want a balanced rotation based on idle time rather than simultaneous ringing. | Longest-idle status does not override skill, responsibility, presence or capacity requirements. |
| Pickup | Eligible users see conditional pickup controls and actively claim the task. | Agents or supervisors should choose which waiting call to take. | For a skill-based service, only users matching the service’s Distribution Policy and current distribution level can pick up. |
Confirm the distribution type inside the workflow rather than assuming that all queues behave alike. A service can contain different queue activities with different offer behaviors.
How Nimbus decides whether an agent can receive a call
Skill matching is necessary but not sufficient. Nimbus evaluates the policy together with live operating conditions. A user who matches the current distribution level can still be excluded if the user is unavailable or has no capacity.
Presence and availability
The user’s presence and service availability determine whether the user is considered for distribution. An agent may have the right skill but be signed out, unavailable or otherwise not in a state that accepts work. When troubleshooting, check the agent’s current state before changing the policy.
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Capacity for parallel tasks
Capacity limits how many tasks an agent can handle at the same time. Once the configured capacity is reached, the user should not receive another task even if the skill match is exact. Review capacity when agents report that they are eligible on paper but receive no new calls.
Task priority
Task priority influences which waiting work is considered first. Treat priority as a queue-management control, not as a replacement for skills. A high-priority task still requires a user who satisfies the policy and is currently able to receive it.
After-Call Work
After-Call Work can temporarily keep an agent from receiving the next task while the agent records notes or completes required follow-up. If calls appear to skip an agent immediately after a conversation, check whether the agent is still in After-Call Work rather than weakening the skill policy.
RONA
RONA affects what happens when an offered task is not answered. Include it in operational testing because a no-answer event can change the next distribution attempt and the agent’s current availability state. The precise timers and labels are tenant settings, so validate them in the deployed service.
Luware states that changes to distribution settings affect all users and future incoming tasks immediately. Coordinate changes with supervisors and review SLA or reporting implications: changing availability, distribution or related timing controls can alter the metrics displayed in reports.
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Configure the NimbusOne workspace view
NimbusOne is described as a customizable customer-engagement workspace for Nimbus. It provides queue awareness, transfer workflows and supervisor visibility, while the routing logic remains in Nimbus administration.
In NimbusOne service settings, enable the Call Flow widget if it is not already present. In the documented configuration it is enabled by default. The widget can show the conversation’s routing and handling steps, helping an agent or supervisor see where the call entered the flow and which handling stages it passed through.
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Do not use the workspace display as proof that a policy is configured correctly. The display reflects the execution context; the service’s policy, queue activity and live agent state determine the actual routing decision.
Choose a routing design deliberately
| Design question | Teams-based membership | Skill and policy matching |
|---|---|---|
| Eligibility model | Membership in a predefined team or group. | Matching Skill Categories, levels and optional responsibilities in the active Distribution Policy. |
| Escalation behavior | Usually a single membership set unless separate groups are created. | Multiple policy levels can widen eligibility for calls that wait. |
| Offer behavior | Depends on the queue activity but does not, by itself, express expertise. | Broadcast, Direct or Pickup operates after policy matching. |
| Availability controls | Still depends on presence, capacity, After-Call Work and RONA. | Uses the same live controls in addition to skill and responsibility requirements. |
| Operational visibility | Group-level visibility may show who belongs to the team. | NimbusOne can expose queue and call-flow context, while supervisors can inspect policy and service behavior. |
Use a skill-based policy when the reason for routing is the caller’s need rather than simple team membership. Use multi-level policies when you have a defensible escalation path. Avoid adding levels merely to make the policy look sophisticated; every level should represent a real operational decision.
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Assume a service receives calls in English and French and has a specialist product queue. Create Skill Categories for language and product expertise. Give senior agents a higher level in the product category and assign a French level to the bilingual agents.
- At level one, require the caller’s language and the higher product-skill level.
- At level two, keep the language requirement but accept the next product-skill level.
- At level three, if the business permits it, keep language matching and remove the specialist requirement so a trained generalist can answer a long-waiting call.
- Apply the policy to the service and choose Direct if you want the longest-idle eligible agent, Broadcast if several eligible agents should be alerted together, or Pickup if agents should claim calls from a controlled list.
This example illustrates the structure, not a universal escalation rule. Whether language may be relaxed, and which responsibility levels are acceptable, must come from your own service policy.
Validate the configuration before going live
Test each distribution level and each queue activity with test users whose skills are intentionally different. Record the expected outcome before placing the call so a successful result is not confused with a lucky match.
- Verify that an unassigned user does not appear as an agent.
- Verify that a user with the required skill and an available presence is eligible at level one.
- Verify that a user missing one required skill is excluded from that level.
- Verify that a lower-level user becomes eligible only when the workflow reaches the broader policy level.
- For Broadcast, confirm that all currently eligible available users are offered the task.
- For Direct, confirm that the longest-idle eligible user is selected.
- For Pickup, confirm that the pickup control is visible only to users matching the active policy level.
- Place an agent in After-Call Work and confirm that the agent is not offered another task until the state permits it.
- Fill an agent’s capacity and confirm that additional tasks are not sent to that user.
- Allow an offered call to go unanswered and observe the configured RONA behavior.
- Open the NimbusOne Call Flow widget and confirm that the routing and handling steps are visible to the intended roles.
Run these checks again after changing a distribution setting. Changes take effect immediately for future incoming tasks, so a test made before the change does not validate the new behavior.
Troubleshoot common routing failures
No agents appear in the service
First verify that a tenant administrator assigned users to the Contact Center service. Then confirm User Administration licensing. Skill editing is not available as a substitute for service assignment.
A qualified agent never receives a call
Check the active Distribution Policy level, the policy’s required categories and levels, the agent’s assigned values, presence, availability, capacity and After-Call Work state. Also check whether the agent is already handling a higher-priority task or has been affected by RONA.
Calls reach generalists too soon
Inspect the order and requirements of the policy levels. A broad level may be active earlier than intended, or the first level may not require the specialist Skill Category. Tighten the first level and place the broader requirement in a later level.
Calls never widen to the next level
Confirm that the queue workflow and policy support the intended progression and that the policy was applied to the service. Check that the later level has at least one assigned agent who meets its requirements. A level with no matching user cannot receive the call even if the design is logically correct.
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Review the service’s applied Distribution Policy and the current distribution level. For skill-based services, pickup eligibility is restricted to users matching those requirements; a mismatch usually indicates stale skills, an incorrect policy assignment or a different queue activity than the one being tested.
Reports changed after a routing adjustment
Review the timing and availability controls changed at the same time. Luware cautions that distribution-setting changes can affect displayed reporting metrics, so annotate the change for supervisors and compare periods only when the operating rules are understood.
Operational practices for a maintainable service
- Keep categories reusable: define skills around durable expertise so the same category can support more than one queue or policy.
- Document every policy level: state which requirement is relaxed and after what business condition the level should apply.
- Review agent records after role changes: stale skills and responsibilities create silent misrouting.
- Separate eligibility from offer behavior: first decide who may receive the call, then choose Broadcast, Direct or Pickup.
- Coordinate live changes: distribution settings affect users and future tasks immediately.
- Use NimbusOne for visibility: let agents and supervisors inspect call-flow context without treating the workspace display as the routing engine.
- Keep reporting notes: record changes to capacity, After-Call Work, RONA and policy levels so SLA and queue trends can be interpreted correctly.
Key takeaways
A reliable NimbusOne call-queue design has three layers. Contact Center licensing and service membership establish who can participate. Skills, levels, responsibilities and the applied Distribution Policy establish who is eligible. The Queue or Queue Task activity establishes how an eligible call is offered. Presence, capacity, priority, After-Call Work and RONA then determine whether that eligible user can receive the task at that moment.
Configure and test those layers separately, then verify the combined behavior in NimbusOne’s Call Flow view. This approach makes it easier to distinguish a licensing or membership problem from a policy mismatch, a queue-mode choice or a temporary availability condition.
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