For its Reporting Model, Nimbus performs checks on various User States. You can think of this as a multi-factor validation performed by Nimbus in order ensure a user is ready (and suitable) to take an incoming task from the internal queue. In short, the user is either considered as “selectable” or “not selectable”.
| Factor | Tracked User State relevant to Nimbus | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Teams Layer (monitored by Nimbus, always manually controlled by user) | |||||||||
| Presence in MS Teams | User is not present on the machine | User can make and receive Non-Nimbus calls. | Online AND set to any presence that Nimbus considers “not selectable” | Online AND set to any presence that Nimbus considers “selectable” Set to any presence that Nimbus considers “selectable” ▼ | |||||
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Offline (Appear Offline) |
Signed in | DND | Busy in a call | Busy |
Away (Appear Away, Be right back) |
Available | |||
| Nimbus Layer (in addition to Teams, according to dependencies described above▲ or below ▼ ) | |||||||||
| Offline Presence check |
► Offline User will not receive Nimbus tasks. |
User is inactive in all MS Teams-based services… AND/OR in Off Duty Profile |
🔎Configurable Distribution Service Settings exception: MS Teams "Busy" or “Away” status ▲can be opted-in, making users Selectable ▼ for Tasks |
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| Service assignment check |
►Off Duty User will not receive Nimbus tasks. |
Active in Nimbus - MS-Teams based Services will distribute to this user. 🔎Individual Active toggles: Each Service has individual “Active” toggles, allowing users to steer availability per Service. |
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On Duty Profile - Contact Center Services will distribute to this user. 🔎 Profiles and Skills: Any "On Duty" type Responsibility Profile allows Contact Center participation. For the user to be "Selectable" ▼ Skills and Responsibilities defined in the profile must match the Service. This is determined by the individual Distribution Policies assigned to the respective Service. | |||||||||
| Conditional Presence check |
❌►Not Selectable User will not receive Nimbus tasks. |
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| Task count check |
Task Parallelization is enabled for the user. AND user is Available ▲ OR Service configuration says "Busy/Away - Distribute to the user" … AND user has reached tasks limit … AND all the tasks are in non-blocking states. |
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► Task Limit Reached User will not receive Nimbus further Nimbus tasks. 💡This state has lower priority than “Not Selectable” due to MS Teams presence ▲. | |||||||||
| Selectable state |
User can get at least one task User is Available or Service Distribution settings ▲ allow Busy/Away - Distribute |
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✅ ► Selectable User can receive Nimbus tasks. | |||||||||
| Nimbus Task-related states | User currently reserved and blocked by a Nimbus task. Can result in any of the following User States. | ||||||||
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RONA User flag after not responding to a task, blocked for the next tasks. |
Ringing User is reserved for new task, but has not accepted yet. |
Dialing Out User accepted outbound task, is waiting for destination to accept. |
Connected User has accepted and is now blocked by a task. |
After-Call Work User-extensible timespan to complete work after a call. |
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User State Factors explained
First and foremost, it is important to note that User State factors relate to each other. Reading the table above, relationships are indicated with arrows ▲▼. Expand the items below to learn more about each factor.
MS Teams presence
💡Good to know: Nimbus will always read Teams Presence, never actively change this status. It is upon the user to change their presence actively to signal willingness to take new tasks.
MS Teams presence always forms the uppermost layer for Nimbus for User State validation:
- The presence check must always be passed first. Presence must meet the criteria of the Distribution Service Settings. This can be individually configured per Service, which means that users can be conditionally made “selectable” even while Away.
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Online users are considered for Nimbus tasks depending on:
- … the Services for which they have a Portal Role assigned AND
- … the Service mapping criteria (Active / Duty State) are met → See below.
- Offline / DND users are not considered. Nimbus will not distribute tasks.
Service assignment & presence
These factors are shared criteria among Services, depending on the Services the users participate in. The Type of Service determines when a task is being distributed to selectable users:
| Advanced Routing and Enterprise Routing | Contact Center |
|---|---|
| Start condition: MS-Teams "Team”-based Services with a fixed pool of team members. Users are signed in within MS Teams | Start condition: Nimbus standalone Services with a dynamically assigned user base. Users are signed in within MS Teams |
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Advanced Routing and Enterprise Routing consider users selectable once they are set “Active” in the Nimbus UI.  |
Contact Center Services replace the “Active” state with a Duty State as a conditional “is selectable” check.  |
| 💡The “Active” toggle is considered as “selectable” factor. | 💡The “Active” toggle is replaced by the Duty profile. Nimbus distributes according to the Skills and Responsibilities related to the profile. These criteria are defined in each Service's Distribution Policy. |
| Selectable are: The entire “Online” and ”Active" pool of users with in an Microsoft Teams Team is considered as selectable. | Any “Online” Nimbus user can be considered depending on the factors above, regardless of “MS Teams” membership. |
🔎Note: Mixed participation is possible
When users participate in multiple Services, a mix of “Active” toggle and “Duty Profile” can be leveraged by users to steer their participation.
💡Example: A user is “Signed In” in MS Teams and wants to steer presence in the Nimbus UI for multiple Services
| MS Teams Presence | Active Toggle |
Selectable for: Advanced- / Enterprise Routing |
On Duty Profile |
Selectable for: Contact Center |
| Signed in | ❌ | ❌ (not selectable while "Inactive") | ❌ | ❌(not selectable while “Off duty”) |
| Available | ✅ | ✅ | ✅ | ✅ (Distribution Policies apply) |
| Available | ❌ | ❌ | ✅ | ✅ (Distribution Policies apply) |
| Available | ✅ | ✅ | ❌ | ❌ |
| Away | ✅ | ✅ While Distribution Service Settings > Away > "Distributed to the user”. | ✅ | ✅ (Distribution Policies apply). |
| Busy | ✅ | ✅ While Distribution Service Settings > Away > "Distributed to the user”. | ✅ | ✅ (Distribution Policies and Distribution Service Settings apply). |
| DND | ✅ | ❌ (DND is always task-blocking) | ✅ | ❌ (DND is always task-blocking) |
Task count / limit check
Whenever Task Parallelization is enabled for a user, they can get multiple tasks distributed to them. This will happen when the following prerequisites are met:
- Task Parallelization is enabled for the user in their General User Settings.
- The user is “Selectable” according to the presence/mapping factors described above.
- The user is already Parking a task.
- The user is not in any task blocking state. → 🔎See table below, or visit the Task Parallelization page to learn more.
🔎Table: Task blocking states
INC Task blocking states
| Modality ► | |||||||
|---|---|---|---|---|---|---|---|
| Direction ► State Category ▼ |
Inbound |
Outbound |
Outbound |
Outbound with Workflow |
None |
Inbound |
Inbound |
| Incoming | Blocking | Blocking | Blocking | Blocking | Blocking | Blocking | Blocking |
| Dialing Out | N/A | Blocking | Blocking | N/A | N/A | N/A | N/A |
| Connected | Blocking | Blocking | Blocking | Blocking | Blocking | Blocking | Blocking |
| Transferring | Blocking | N/A | N/A | N/A | N/A | N/A | N/A |
| On Hold | Blocking | Blocking | Blocking | Blocking | N/A | N/A | N/A |
| Parked | Non-blocking | Non-blocking | Non-blocking | Non-blocking | Non-blocking | Non-blocking | Non-blocking |
| Unparking1 | Blocking | Blocking | Blocking | Blocking | N/A | N/A | N/A |
| In (Extended) ACW | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
1 Not visible as a dedicated state on the UI. While Nimbus is unparking a session, a “blocking” invitation is ringing in MS Teams, preventing the User from receiving further tasks.
💡Good to know
Once the maximum numbers of tasks is reached, Nimbus will not distribute further tasks to the user.
Even with Task Parallelization enabled, additional factors may prevent the user from getting additional Tasks. Examples are:
- Being in any task-blocking state (according to the table above).
- Being in DND presence, marking the user as “not selectable”. This will take precedence the task limit.
Task-related states
This factor is considered by all Nimbus Services. Nimbus uses these flags to signal why a user is currently “Not selectable”. This is also done to keep a track record for Nimbus Reporting purposes.
Task states
Nimbus these states to make users unavailable for further tasks. For example:
- While already being in a blocking status (e.g. Not Selectable, already busy in a task, in After-Call Work (ACW) or flagged by RONA from not answering a task), no further tasks will be distributed to the user.
- ACW, Connected and Ringing are reported as dedicated states, all other blocking statuses are reported as “Not Selectable”.
- “Offline” in Teams or “Off Duty” in Nimbus are also reported as dedicated User States.
🔎Table: Overview of User States
INC User State Type Table
For Reporting purposes Nimbus tracks User States, which define the ability of a User accept and handle tasks. Below is a table of these tracked states:
Id |
Name |
|---|---|
| 1 | Offline: User offline in MS Teams and thus cannot be selected for Tasks. |
| 2 | Off Duty: User is either in a “Offduty” Duty States or “Inactive” in Nimbus UI. |
| 3 | Selectable: User logged-in MS Teams and available to take Nimbus tasks. → Also see Task Queue and Distribution. |
| 4 | Not Selectable: User is in a MS Teams presence state that blocks task distribution as per Distribution Service Settings. |
| 5 | Ringing: A task has been assigned to an User but not yet been accepted. Can be either incoming calls or when an User is accepting an Outbound Call. Also applies for non-telephony-related modalities like Email, External Task, Instant Messaging etc. |
| 6 | Connected: The User and Customer are in a session together. Also applies when the User is just handling an External Task. |
| 7 | After-Call Work: User is handling After-Call Work (ACW). |
| 9 | RONA: User flagged with RONA state by a non-accepted task. |
| 10 |
Dialing Out: User has accepted an Outbound Call and Nimbus is now ringing the target Customer.
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| 11 | Task Limit Reached: User has reached max allowed number of tasks assigned. Even if the user state would allow for new tasks, the task limit will prevent further distribution to this User. |
✅ Enabling User State Tracking & Data Privacy
Each time a user changes from one Status to another, a Nimbus Reporting record is written as an historic entry to the database. Transitions will therefore not appear in the UI, but only as timestamp record on each status change.
💡GDPR Data Privacy Opt-In: Tracking detailed User States allows for a time-based analysis of the states of each user. Note that this option generates a lot of additional reporting data that also reveals daily user habits. Tracking of this data must be explicitly enabled via Tenant Administration > Data Privacy in order to be recorded in the historic reporting.