Table with the following columns:

• Date&Time when the session started 💡 This is the default sorting order.
• Source: Caller Identifier, PSTN or User Name.
• Intial service name, as defined in General Service Settings
• 1st Queued service which had a "Queue" workflow activity
• Last connected user who was connected to the customer in a session.
• Opening Hours at the time of the task
• Issues reported by the user (if any)
• Result of the session as per Nimbus Reporting Model
• Duration of the session
• Actions (Icons)

✅ Tenant Admin: Use the download trace files option to get a JSON file attachment for support cases.

🔎 Filters can narrow down the results shown:

Learn more about Filtering…

INC Filtering

When your current Nimbus view offers filters: Click the filter icon for a filter selection menu. Click on a filter name to directly add it and start. Click the toggles to show or hide a filter. When filters are already active: Unless “All” is shown as filter content, your results are filtered. Click ✖ inside a filter to clear its contents. The filter itself will remain available for use. To hide a filter again, use the filter menu.  ⮑ Doing so will also clear the filter from your search results.

 

 

🔎Task Results are the same as used in the Nimbus Frontent Portal UI, e.g. Statistics.

Show Task Results Legend…

INC Task Result Legend

Voicemail	Conversation was recorded by workflow as a voice message.
Hangup before Accept	Customer hung up before Nimbus could answer the call
Hangup in IVR	Customer hung up during announcements or IVR prompts before the call entered the queue
Hangup in Queue	Customer hang up the call during the time the task was queued
Hangup in IVR after Queue	Session left the waiting queue and then Customer hung up during the following announcements
Hangup by Workflow	Workflow has performed the disconnect of a session
Accepted by User	A Nimbus user has answered the call
Reachability SLA	KPI metric, percentage of queued tasks handled by Nimbus users
Acceptance SLA	KPI metric, percentage of tasks accepted in waiting queue within the defined SLA interval
Hangup SLA	KPI metric, percentage of calls that the Customer hung up in waiting queue before the defined SLA interval had elapsed
Transferred by Workflow	Workflow executed the transfer action
Transferred by User	User executed the transfer action
Transfer failed	Workflow or User tried to execute the transfer action but it didn't succeed
Destination Accepted	Outbound Task / Calls on behalf: the callee (destination) has accepted the call
Destination Declined	Outbound Task / Calls on behalf: the callee (destination) has declined the call
Destination Not Reached	Outbound Task / Calls on behalf: the callee (destination) did not pick up in time
User aborted	Outbound Task / Calls on behalf: Aborted by user during dialout
Lost In Queue	Outbound Task only: When max queue time reached
Cancelled by External System	External Task only: Task was cancelled via Dashboard widget or Power Automate
Marked as Handled by User	Email only: Task was marked as handled by Nimbus user
Marked as Handled by Workflow	Email only: Task was marked as handled by Nimbus workflow
Standby Duty Accepted	The call was accepted by a number from the list of Standby Duty numbers.

🔎 Related concept: These results are part of the Nimbus Reporting Model > Static Dimensions > “Service / User Sessions Outcomes”.