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Configure skill-based call routing in Luware Nimbus by using a Contact Center service, modeling the skills your organization needs, assigning those skills to service agents, creating a multi-level Distribution Policy, and applying that policy to the service. Queue activities then determine whether eligible calls are broadcast to everyone, sent to the longest-idle agent, or exposed for pickup. Presence, availability, capacity, task priority, After-Call Work, and RONA determine which agents can actually receive each task.
NimbusOne is the agent and supervisor workspace that can display call-flow and routing context. The matching rules themselves are configured in Nimbus administration, not by changing a NimbusOne screen alone.
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. Confirm that Contact Center licensing is enabled in both Service Administration and User Administration before attempting to manage agents.
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- Contact Center licensing in Service Administration: The service must have the required capability enabled.
- Contact Center licensing in User Administration: Users need the corresponding entitlement before they can be managed as service agents.
- Tenant-administrator access: A tenant administrator must assign users to the Contact Center service before a service owner can edit their agent configuration.
- A defined expertise model: Decide which languages, products, customer types, certifications, or other responsibilities should affect call assignment.
Licensing names, labels, and feature availability can vary by tenant, deployment model, and documentation revision. Nimbus deployments integrated with Microsoft Teams may therefore present slightly different screens. Verify the enabled licenses and available controls in your own tenant before building the workflow.
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How Nimbus separates queues, skills, policies, and activities
Four configuration layers work together. Keeping their roles separate makes troubleshooting much easier.
Contact Center service
The service is the operational container that receives the incoming work and has agents assigned to it. It is also where the completed Distribution Policy is applied. If the policy exists but is not applied to the service, it has no effect on call routing.
Skills and Responsibilities
Skills describe expertise that can be matched, such as German language ability or knowledge of a particular product line. Responsibilities express duty coverage or relative importance when your operating model needs more than a simple skill tag. Luware describes Skills and Responsibilities as configuration entities that can be defined as shared sets across users.
Distribution Policy
A Distribution Policy is the eligibility filter. It evaluates an agent’s configured skills and responsibilities and can contain multiple distribution levels. A later level can relax the requirements when a call has waited, widening the pool without abandoning skill-based matching altogether.
Queue or Queue Task activity
The queue activity controls how an eligible task is offered after the policy and current availability rules have been evaluated. The documented distribution types are Broadcast, Direct, and Pickup.
Recommended configuration order
Use this order so each dependency exists before the next one is configured:
- Confirm the Contact Center service and licensing.
- Define skill categories.
- Optionally define skill levels and responsibilities.
- Assign users to the service as agents.
- Set each agent’s skill and responsibility levels.
- Create a multi-level Distribution Policy.
- Apply the policy to the Contact Center service.
- Configure the queue activity’s distribution type.
- Review presence, availability, capacity, priority, After-Call Work, and RONA settings.
- Verify the result in NimbusOne and with controlled test calls.
Step 1: Select the service and verify Contact Center licensing
Start by selecting the Contact Center service that will own the queue and routing behavior. Check the service’s licensing in Service Administration, then confirm the relevant user licensing in User Administration. Do this before assigning or editing agents; otherwise, users may not appear as manageable Contact Center participants or the skill controls may be unavailable.
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Document the service name, its intended call flows, and the tenant or deployment context. This avoids configuring a policy on one service while testing calls that enter another. If your tenant has multiple Contact Center services, treat each service as a separate routing boundary unless its configuration explicitly connects them.
Step 2: Model the skills, levels, and responsibilities
Create skill categories around real routing decisions
Begin with the expertise that should change where a call goes. Typical categories include language, product family, customer segment, region, or technical certification. Keep each category understandable to an administrator who will later maintain the agent roster. A category should represent a decision the policy can use, not an attribute that is merely interesting to report.
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For example, a support service might define categories for “Product A,” “Product B,” and “Spanish.” A billing service might instead use “Billing,” “Enterprise accounts,” and “Regulated-industry training.” The exact names are tenant-specific; the important point is that they correspond to incoming-call needs and to skills you can reliably assess for each agent.
Add levels only when proficiency should affect eligibility
Skill Levels let a policy start with a highly qualified group and expand eligibility for calls that wait. Decide what each level means operationally before assigning it. For instance, a higher level could represent a specialist who handles complex cases, while a lower level could represent an agent who is trained to handle common requests.
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Use responsibilities for duty coverage or weighting
Responsibilities can capture duties that are different from technical proficiency, such as escalation coverage, language-of-the-day duty, or ownership of a customer segment. Include them when the policy needs to distinguish between agents who have the same skill but different operational responsibilities.
Write down the meaning of each category, level, and responsibility in your team’s administration notes. Nimbus will evaluate the configured values, but it cannot correct an inconsistent definition—for example, one supervisor treating Level 1 as beginner and another treating it as expert.
Step 3: Assign users as Contact Center agents
A tenant administrator assigns users to the Contact Center service. Until that assignment is complete, Luware notes that no agents appear for the service owner to configure. This is a frequent reason a newly created service looks empty.
After assignment, the service owner can edit each agent’s Skills and Responsibilities levels. Check the roster for inactive, transferred, or duplicate accounts before assigning routing attributes. An agent who is technically present in the service but has no matching skill values will not become eligible for a policy that requires those values.
Keep the service roster and the skill model aligned. Remove obsolete assignments when an agent changes role, and update levels when training or certification changes. Otherwise, calls can continue to be offered to someone who no longer has the intended expertise or can be withheld from someone newly qualified.
Step 4: Create a multi-level Distribution Policy
Create the policy as a sequence of eligibility filters. The policy matches users by their configured skills and responsibilities. Its levels provide a controlled escalation path for waiting calls.
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Design the first level for the best match
The first distribution level should contain the requirements for the ideal initial recipient. If a call needs both a product skill and a language skill, require both rather than relying on an informal team convention. This keeps the initial offer aligned with the customer’s stated need.
Design later levels as deliberate fallbacks
Later levels can lower requirements so a long-waiting call has more eligible agents. Decide exactly which requirement changes at each level. You might retain the language requirement while broadening product expertise, or retain a core certification while allowing a wider responsibility group. Avoid removing every requirement at once; doing so turns a skill policy into a general queue after the first escalation.
Apply the completed policy to the service
Applying the policy is a separate action from creating it. Select the Contact Center service and assign the completed Distribution Policy to that service. A policy that has not been applied does not affect routing, even if its categories and levels are correctly configured.
Record the policy’s level order and the service to which it is attached. This makes it possible to explain why a call widened to a later level and prevents accidental edits to a similarly named policy used by another service.
Step 5: Choose the queue activity’s distribution type
Queue or Queue Task activities determine how the system offers work to eligible users. Choose one mode for the operational behavior you want, then confirm that the workflow contains that distribution type.
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|---|---|---|---|
| Broadcast | The queued task is offered simultaneously to all available users. | Situations where several qualified agents should be alerted at once and the first suitable response should handle the call. | Only users who are eligible under the service’s routing and current availability rules can receive the offer. |
| Direct | The task is sent to the longest-idle available user. | Balanced workloads where one eligible agent should be selected without alerting the entire group. | Longest-idle selection does not override skill, policy, presence, capacity, or other availability controls. |
| Pickup | Conditional pickup controls are shown so an eligible user can actively claim the task. | Teams where agents or supervisors should decide which waiting call to take. | For skill-based services, only users matching the service’s Distribution Policy and the current distribution level can pick up. |
Broadcast is not a substitute for a policy: it alerts the eligible pool simultaneously, but the policy still defines who belongs in that pool. Direct is not a promise of a fixed agent order beyond the documented longest-idle behavior. Pickup is not open to every person who can see the queue when skill-based restrictions are active.
Step 6: Tune availability and operational controls
Even a perfect skill match will not receive a task if the user is not currently distributable. Nimbus considers several operational controls together.
Presence and availability
User presence and service availability determine whether an agent can be considered for a new task. Make sure the presence states used by your Teams-integrated deployment correspond to the states your Contact Center configuration treats as available. A user may have the right skills but be excluded because the current presence or availability state blocks distribution.
Capacity for parallel tasks
Capacity limits how many tasks an agent can handle at the same time. If an agent has reached the configured capacity, Nimbus should not offer additional work to that user until capacity becomes available. Set capacity to match the actual workload your team can handle; a high limit can create simultaneous conversations that degrade service quality, while a low limit can leave qualified agents idle.
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Task priority
Priority affects which waiting work is considered when multiple tasks compete for distribution. Define priority rules consistently across the workflow so urgent calls are not unintentionally delayed behind routine work. Nimbus does not establish a universal priority algorithm, so use the behavior documented for your tenant rather than assuming that priority overrides every other control.
After-Call Work
After-Call Work (ACW) keeps an agent in a post-interaction state while notes, disposition, or other required wrap-up is completed. An agent in ACW may be unavailable for another task even when the conversation itself has ended. Align the ACW duration and required work with reporting expectations; changing it can alter when the system considers the user ready again.
RONA
RONA, or the no-answer handling control, addresses what happens when an offered task is not answered. Review its behavior with your queue design so an unanswered offer does not leave the call stuck or repeatedly target an unavailable user. RONA and ACW changes can affect operational timing and the way SLA or other reporting metrics are displayed.
Luware states that changes to distribution settings immediately affect all users and future incoming tasks. Schedule major changes carefully, communicate them to supervisors, and review reporting definitions after the change because displayed timing metrics may be affected.
Step 7: Verify the NimbusOne experience
NimbusOne is described as a customizable customer-engagement workspace for Nimbus. It provides queue awareness, transfer workflows, and supervisor visibility, while Nimbus administration holds the routing configuration.
In NimbusOne service settings, the Call Flow widget can display the conversation’s routing and handling steps and is enabled by default in the documented configuration. Use it to confirm that a test call enters the intended flow, reaches the expected queue activity, and progresses through the selected distribution behavior.
Test with accounts representing each important state: a first-level specialist, a later-level fallback agent, an agent at capacity, an agent in ACW, and an unavailable user. For Pickup, verify that an agent who does not match the current policy level cannot claim the call. For Direct, observe that the selected recipient is the longest-idle eligible user rather than simply the longest-idle person in the tenant. For Broadcast, verify simultaneous offers only to the eligible available group.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Routing design choices: teams versus skills
A Teams-style membership model and Nimbus skill-based routing solve different problems. Membership answers “who belongs to this group?” Skill routing answers “who is qualified for this particular task right now?” Use the latter when language, product knowledge, responsibility, or proficiency must affect eligibility.
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| Design axis | Teams-based membership | Nimbus skill and policy matching |
|---|---|---|
| Eligibility model | Membership in a defined group. | Configured skills and responsibilities evaluated by a Distribution Policy. |
| Escalation | Usually a single membership pool unless a separate workflow adds escalation. | Multiple distribution levels can widen eligibility for waiting calls. |
| Offer behavior | Depends on the queue or workflow attached to the group. | Broadcast, Direct, or Pickup activity controls the offer method. |
| Availability controls | Depends on the surrounding platform and workflow. | Presence, availability, capacity, task priority, ACW, and RONA affect distribution. |
| Operational visibility | Basic group awareness may not show policy-level reasoning. | NimbusOne can expose queue and call-flow context, with supervisor visibility in the workspace. |
You can still use organizational groups for administration, but do not assume group membership alone will enforce the skill requirements defined in a Distribution Policy.
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Common configuration failures and fixes
No agents appear for the service
Check that a tenant administrator assigned users to the Contact Center service and that Contact Center licensing is present in both Service Administration and User Administration. A service owner cannot configure an agent roster that has not been provisioned.
Calls reach the queue but ignore skills
Confirm that the workflow uses a Contact Center service, that agents have the required skill and responsibility levels, and that the Distribution Policy is applied to that service. Creating a policy without attaching it is a common cause of apparently unfiltered routing.
Qualified agents are not receiving tasks
Check presence, availability, current capacity, ACW state, and any RONA behavior. Then check whether the call is still at an earlier policy level whose requirements the agent does not meet. A later-level qualification does not make an agent eligible before the policy reaches that level.
Pickup is visible but an agent cannot claim the call
For a skill-based service, Pickup is conditional. Verify that the user matches the Distribution Policy and the current distribution level, rather than only confirming that the user can see the queue.
Direct distribution appears uneven
Direct targets the longest-idle available eligible user. Recheck eligibility, capacity, ACW, and presence before concluding that the mode is malfunctioning. Agents who are excluded by any of those controls do not participate in the longest-idle selection.
Reports changed after a routing edit
Distribution-setting changes can immediately affect users and future tasks, and Luware notes that displayed reporting metrics can be affected when these controls change. Record the change time and review the relevant SLA and timing definitions before comparing periods.
Operational checklist for go-live
- Contact Center licensing is enabled in Service Administration and User Administration.
- The intended users are assigned to the correct Contact Center service.
- Skill categories have clear definitions and owners.
- Levels and responsibilities are used only where they change routing decisions.
- Each agent’s current skill and responsibility levels are accurate.
- The Distribution Policy has an intentional first level and documented fallback levels.
- The policy is applied to the service that receives the calls.
- The queue activity is explicitly set to Broadcast, Direct, or Pickup.
- Presence, availability, capacity, task priority, ACW, and RONA behavior have been tested.
- NimbusOne’s Call Flow widget and queue views show the expected handling path.
- Supervisors know how to recognize a policy-level escalation and an unavailable agent state.
- Reporting owners understand any timing changes caused by distribution-setting edits.
Maintaining the configuration
Review the skill catalog whenever products, languages, or support responsibilities change. Audit agent levels after training, certification, transfers, and extended leave. Treat Distribution Policy edits as operational changes because they can alter eligibility for all users and future incoming tasks immediately.
Keep a small set of test users or controlled test scenarios for each policy level. Re-run them after changing queue activities, capacity, ACW, RONA, or presence mappings. This gives supervisors a repeatable way to distinguish a policy problem from a temporary availability condition.
Finally, remember the boundary between the products: Nimbus administration defines the service, skills, policies, activities, and distribution controls; NimbusOne presents the customer-engagement workspace and routing context to agents and supervisors. A visible call-flow step in NimbusOne is evidence of what the workflow did, not a replacement for configuring the underlying policy correctly.
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