Tasks in Nimbus of any modality in Nimbus usually get distributed via Task Queue and Distribution algorithms. Each task enters the queue with a certain (default “Normal”) priority which can be influenced on several areas of Nimbus.

• As you configure your Distribution Service Settings you can set a default Task priority. 💡 This priority is used for all new incoming tasks.
• The priority can then be influenced via Queue Activities in your Workflow. 💡For example, during special Opening Hours you may want to change the priority to high so customers get service quicker.
• The Nimbus Power Automate Connector can also influence existing or new tasks. 💡This can be useful to identify VIP or Emergency tasks in your queue and give them priority.

Task Priority in a "Queue" workflow activity

Workflows use the Queue Workflow Activity to not only determine Task Priority, but also have “Distribution Type” setting, which determines how (many) users get a task invitation request. Especially in a multi-service environment, the "Priority" setting affects this "Distribution Type". 

We'll explain this with an example below: 

INC Distribution Priority

Configurable Property	Description	Behavior
Priority	Strict* Highest Very High High Normal (Default) Low Very Low Lowest Nothing Else* * see notes below.	When a new task enters the to the queue, it gets a default priority assigned according to the service's Distribution Service Settings.  When the “Distribution Priority” Queue Activities step is reached, the priority can be redefined.  💡 For example use “Special” Opening Hours cases to re-define the priority again. The order of tasks is distributed via round-robin method. Effectively this means:  A new task of higher priority over existing tasks will take precedence and be handled as soon as possible. A new task of equal priority will be sorted in below already existing tasks of the same priority, as it entered the queue at a later point of time. A new task of lower priority will be sorted "in-between" higher priority task rounds, using a weighted round robin method.

When to select "Strict" or "Nothing Else" as priority?

☝ “Strict” tasks will always be put on top of your queue. 
 ⮑Other tasks can get lost due to potentially long queue times as “Strict” tasks always take precedence.  
✅ Use this for emergency services and important VIP hotlines that always should get precedence over anything else in your queue.

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☝"Nothing Else" tasks will only get distributed when your service queue is empty. 
 ⮑These tasks can get lost due to all other tasks taking precedence.  
✅ Use this for non-time-sensitive tasks in when your maximum queue time is long enough for them to get handled.

 

Priority in other Nimbus areas

• Whenever certain workflow Trigger Event criteria are met, certain Flow Actions from the Nimbus Power Automate Connector can also be used to set a task priority dynamically. ⮑ This is overriding the default priority set in the Distribution Service Settings.
• In general, tasks are always distributed according to a service's Distribution Policy (e.g. among "Longest Idle" or "Most qualified" Nimbus users first). 💡 Priority does only affect WHEN a task gets distributed, the policy determins WHO receives it first.
• In all Nimbus views with a task list (e.g. My Overview or Personal Dashboards with "Task" widgets) a "Priority" column indicates how high this task is ranked in the queue. With this setting, tasks may now "displace" existing tasks to a new rank.

 

Round Robin Task Distribution

As tasks with low or high priority could always outweigh and thus “starve” existing tasks out of a queue, a weighted round robin method is in place to mix tasks of different priority, which are equally distributed amongst available users.