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Queue Activities

This page lists all Workflow activities that take influence on the Nimbus Service Task Queue and Distribution. Note that Distribution Service Settings of your services (e.g. Conversation Distribution, Task Priority, ACW, RONA) share dependencies with these activities.

💡Note that activities below are listed in alphabetical order, which is not necessarily the order of their intended use.

 

KNOWN LIMITATION

Several queues during the same session are not supported. If a task enters the queue once (with the Queue or the Queue Task activity), it can't enter it again. Using multiple Queue/Queue Task activities subsequently might therefore lead to undesirable behavior.

 

Cancel Task

Cancel Task

Cancel Task

Description

Cancels a pending task and all ongoing connection attempts.

Usage Conditions: 

  • Can be placed anywhere in the workflow, but requires one preceeding “Queue Task”.
  • Requires a succeeding “Disconnect” activity.
 
Required Predecessor Accept →  Queue Task (anywhere prior in the workflow)
License
Advanced Routing Enterprise Routing  Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Common Properties

Configurable Properties Description
None ☝ Important: If the task is currently ongoing with an assigned user, the service task is marked as "Abandoned" in Reporting.
 
 

Audio / Video

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

Tip: Start with a Workflow Template

You can find a basic example on how to use “Queue, Check, Cancel Task”  type activities by starting with our “Queue IVR Voicemail” Workflow Template.

Start a new workflow with the “Queue IVR Voicemail” system template
 
 
 

Instant Messaging

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Email

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

External Task

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Check Task

Check Task

Check Task

Description

Checks the current state of the task and takes exit paths accordingly.

Usage Conditions: 

  • Can be placed anywhere in the workflow, but requires one preceeding “Queue Task”.
  • Multiple “Check Task” activities can be used in the same workflow.
  • Requires one succeeding “Cancel Task” activity to work.
 
Required Predecessor Accept →  Queue Task (anywhere prior in the workflow)
License
Advanced Routing Enterprise Routing  Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Common Properties

Configurable Properties Description
Queue Time Limit         
(dd:hh:mm:ss)

Sets the allowed maximum time limit.
Connection Attempts         
(toggle)

Enables an attempt check for this task. (Call ringing or Chat request to any user, counting the total attempts made).

🔍 Rules in the info box below apply.
Connection Attempts         
(number)

✅ Shown when attempts are enabled.

Sets the amount of maximum connection attempts to users.

Exit Criteria Rules

  • If one "Limit" criteria is met first, the "Limit Reached" exit is taken.
  • The "Limit Not Reached" exit is taken when: 
    • Both options are disabled.
    • There is no task in queue during this step.
 
 
 

Audio / Video

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

Tip: Start with a Workflow Template

Multiple “Check Task” activities can be used in a workflow,  e.g. in between "Play Music", "Input Customer", "Get Queue Position". 

You can find a basic example on how to use “Queue, Check, Cancel Task”  type activities by starting with our “Queue IVR Voicemail” Workflow Template.

Start a new workflow with the “Queue IVR Voicemail” system template
 
 
 

Instant Messaging

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Email

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

External Task

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Distribution Priority

Distribution Priority

Distribution Priority

Description

This activity overrides the default "Task Priority" – by Default: Normal – configured in your within Distribution Service Settings > Task Priority section.

Note: Flow Actions used in the Nimbus Power Automate Connector can also impact the “Task Priority” of an existing task, effectively overriding both default service settings and your workflow.

 
Required Predecessor Accept
License
Advanced Routing Enterprise Routing  Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Common Properties

INC Distribution Priority

Configurable Property Description Behavior
Priority
  • Strict*
  • Highest
  • Very High
  • High
  • Normal (Default)
  • Low
  • Very Low
  • Lowest
  • Nothing Else*

* see notes below.
  1. When a new task enters the to the queue, it gets a default priority assigned according to the service's Distribution Service Settings. 
  2. 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.
  3. 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.

☝"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.
A set of Nimbus tasks shown with different priority
 

Weighted Round Robin Task Distribution

Due to priority-influencing factors mentioned above, tasks may starve long enough to drop out of your queue. An example would be a "Lowest" priority task getting outranked by a huge or stead inflow of higher priority tasks.

To avoid this, a weighted round robin method is in place to mix in lower-priority tasks, which are equally distributed amongst available users.

INC Weighted Round Robin Method

Learn more about the weighted round-robin method

The Round Robin procedure distributes the calls in such a way that the ratio between the individual priority levels is always 2:1. Each time another "Round" is started, that round counter is applied to the "weight" of the remaining tasks.

The following example table assumes a configuration with 3 priority levels. There are 21 calls in the queue, with the following priority:

  • 12 calls with priority 1
  • 6 calls with priority 2
  • 3 calls with priority 3

Following the 2:1 rule, the calls are queue over time t as follows:

  1. Round 1: High Med tasks added in 2:1 ratio. No "Low" priority tasks in Round 1 as "Medium" task count outweighs the low task count.
  2. Round 2: High Med Low tasks added in 2:1 ratio. The "Low" priority tasks get a round-multiplier added to their weight, now outweighing "Medium" tasks and thus are added in a 2:1 ratio.
  3. Round 3: Same as Round 1.

🔍 Sources: Weighted Round Robin (Wikipedia Article). Please note that this example only works as long as no new calls are being processed. Calls with strict or no priority are not considered in this rule.

Legend:  Q: Calls in Queue | H: Handled | R: Remaining

 
Priority Q H R H R H R H R H R H R H R H R H R H R H R H R H R H R H R
1 (high) 12 2 10     2 8         2 6     2 4         2 2     2 0        
2 (med) 6     1 5     1 4         1 3     1 2         1 1     1 0    
3 (low) 3                 1 2                 1 1                 1 0
Round Counter   Round 1 Round 2 Round 3 Round 4 Round 5 Round 6
Time (t)   t1
tn

☝ Reminder: Tasks in a queue with either "Strict" or "Nothing Else" priority will ignore round-robin distribution.

 
 
 
 
 

Audio / Video

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Instant Messaging

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Email

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

External Task

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Queue

Queue

Queue

Description

Puts a task into the queue for the dedicated service line. 

The “Queued” status lasts until either of the following activities is met:

  • Voice message
  • Transfer
  • Cancel task
  • Disconnect call

The following user-side actions also end the task:

  • hang up by caller / customer 
  • accepted by Nimbus service user 
 
Required Predecessor Accept
License
Advanced Routing Enterprise Routing  Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Common Properties

Configurable Properties Description

Distribution Type

Distribution Types

💡Note: Certain “Distribution Type” settings may not be supported in “Queue” activities of your workflows, depending on the modality used.

 
Distribution Type Description When to pick?
Broadcast

Rings users simultaneously, selected in a batch size of 10 longest-idle users. The first user to pick up the call via Microsoft Teams will handle the task.

💡Does not apply RONA status as it would otherwise flag the entire user batch size.

Achieves a higher visibility, but the ringing call sets 10 selected agents as "Not Available", not allowing further calls to be distributed to them in the meantime. 

👎Makes little sense in high-speed scenarios when the agents are dedicated only to the client to accept calls within a few seconds.

Situationally for very large teams where high-volume call handling is more important than equal work distribution.
Direct Will distribute tasks directly to team members, prioritizing the longest idle (active) team member. RONA time is adjustable. No further actions are necessary aside from accepting the call via Microsoft Teams. 

The call with the selected team member is first established via a Teams peer-to-peer call, before it gets escalated to the regular Nimbus conference session.

Useful if you have "Busy on Busy" features enabled for your users. 

👎Otherwise slower than "Direct Conference" and generally not recommended. 

Direct Conference(1)  🌟

 

 Same distribution as "Direct", but selected team members are directly invited to the Nimbus conference session, allowing them to join much faster and be able to talk to the original caller sooner.

🌟 Our general recommendation for most services. Ensures faster handling of calls without blocking too many users at once for the same ringing call.

 
Pickup(2) with Adjustable RONA Will show extra "Pickup" controls in the tasks list of the called team. A call session will be directly established without further intervention, and no further call reporting is possible after this point. A call session that is not accepted (after "Pickup" is clicked) within the given RONA time can be reinserted into the task queue or handled otherwise. In small teams (e.g. volunteers) where it's acceptable to lose a call and reporting data isn't as important. Adds adjustable RONA time to flag users.
Pickup(2) Conference(1)  Same as "Pickup with Adjustable RONA", but will directly invite the agent to the Nimbus conference session, allowing them to join much faster and be able to talk to the original caller sooner.

Best performance of all "Pickup" types. Unanswered calls can be re-inserted into the queue and no reporting data(1)  is lost. 

Suitable for scenarios in which the agents can keep an eye on the Nimbus app or to "park" calls in a queue so that other calls can be answered first and retrieve them later from the queue.
Available Types (Modes) of distribution in Nimbus.

(1)  Conference invitations get a “cancelled”  result in the Nimbus Reporting Model if a task was aborted (e.g. Hangup by User, Queue left, Max Wait Timeout Reached). 

(2) ☝ Contact Center Services generally do not support the "Pickup" option. As calls get automatically distributed, a "Pickup" interaction is undesirable in Contact Center scenarios. Distribution Policies automatically handle call distribution with minimal UI interaction. When Contact Center service workflows still have the "Pickup" distribution type configured, calls are shown in queue without a pickup button. → While configuring Workflows > “Queue” activities for your Contact Center service, use "Direct Conference" instead.

Conditional Options

(shown based on "Distribution Type")

 Description
Adaptive Cards           
(toggle) 

✅ Requires a "Pickup" Distribution Type to be set.

Enable this for Adaptive Cards to be created automatically within the Service chat channel in MS Teams.

🔍 Adaptive cards will update with the call information. Team members can also opt to pick up calls, listen to voice recordings or mark the call as handled within the card itself.

RONA Timeout

(default / max 00:00:55) 

Specifies the time the system uses to ring a service user, then switches to the next available user in the queue. Applies a RONA status flag when the timeout for the current "Queue" Activity is reached.

💡This setting relies on "Distribution Type" chosen. If not available the RONA timeout is either hardcoded (field greyed out) or the "Calling / Queue Timeout" settings apply instead. Also refer to "Distribution Type" above for more info on RONA.

💡RONA status will not apply to "Broadcast" distribution type setting.

 

INC Outbound Ring Time Limitation

RING TIME LIMITATION

Microsoft can terminate the dial out in ~35 seconds for some tenants. 

  • For Direct and Pickup with adjustable RONA distributions, we advise you to switch to Direct Conference and Pickup Conference respectively to mitigate the issue.
  • Outbound (scheduled) Call remain at a maximum ringing time of 30 seconds.
 
Max Queue Timeout           
(dd:hh:mm:ss, default 00:00:01:00)

Waits for the specified time, then uses the "Max Queue Timeout Reached" exit node.
Playlist

Sets a waiting playlist for to the caller while in queue.

🔍 Playlists and Resources (music) can be added and defined in the Configuration.
 
 

Audio / Video

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Email

Configurable Properties Description

Distribution Type

Only “Direct distribution” is available
Adaptive Cards           
(toggle) 		 Not available.

RONA Timeout

(default / max 00:00:55) 

 Specifies the time the system uses to ring a service user, then switches to the next available user in the queue. Applies a RONA status flag when the timeout for the current "Queue" Activity is reached.
Max Queue Timeout           
(default 00:01:00)		 Waits for the specified time, then uses the "Max Queue Timeout Reached" exit node.
Playlist Not available.
 
 

External Task

Configurable Properties Description

Distribution Type

Only “Direct distribution” is available
Adaptive Cards           
(toggle) 		 Not available.

RONA Timeout

(default / max 00:00:55) 

 Specifies the time the system uses to ring a service user, then switches to the next available user in the queue. Applies a RONA status flag when the timeout for the current "Queue" Activity is reached.
Max Queue Timeout           
(default 00:01:00)		 Waits for the specified time, then uses the "Max Queue Timeout Reached" exit node.
Playlist Not available.
 
 

Queue Task

Queue Task

Queue Task

Description

Puts a task into the queue for the dedicated service line. The customer will hear wait music. 

🤔 Why pick this over the "Queue" activity?

 

The default "Queue" activity will simply wait until the end criteria is met.  “Queue Task” allows for further interactions when paired with "Check Task" and "Cancel Task". 

Learn more…

Depending on your chosen modality you can get a much more sophisticated workflow in place. For example: 

  • Follow up with a “Play Music” activity, which continues to play while performing further steps in the workflow.
  • Keep the customer informed about ongoing connection attempts, e.g. via “Get Queue Position” and specifically catered “Announcement” activites.
  • Use workflow-branching paths, e.g. with with multiple "Check Task" activities – while the original task remains queued.
  • React to long queues with more control – e.g. by only using the "End Task" activity once alternatives have been exhausted, e.g. using “Get Available Users” or “Check Opening Hours” from a backup service before attempting a “Transfer” or deciding to “Cancel Task” and “Disconnect”.
  • Get one of the many Power Automate Use Cases in place to follow-up on specific customers or dropped call scenarios.
 
 

The following user-side actions also end the task:

  • hang up by caller/customer 
  • accepted by Nimbus service user 
 

Usage Conditions: 

  • Can be placed anywhere in the workflow, but requires one preceding “Accept”.
  • Requires one succeeding “Cancel Task” activity to work.
 
Required Predecessor Accept
License
Advanced Routing Enterprise Routing  Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Common Properties

Configurable Properties Description

Distribution Type

Distribution Types

💡Note: Certain “Distribution Type” settings may not be supported in “Queue” activities of your workflows, depending on the modality used.

 
Distribution Type Description When to pick?
Broadcast

Rings users simultaneously, selected in a batch size of 10 longest-idle users. The first user to pick up the call via Microsoft Teams will handle the task.

💡Does not apply RONA status as it would otherwise flag the entire user batch size.

Achieves a higher visibility, but the ringing call sets 10 selected agents as "Not Available", not allowing further calls to be distributed to them in the meantime. 

👎Makes little sense in high-speed scenarios when the agents are dedicated only to the client to accept calls within a few seconds.

Situationally for very large teams where high-volume call handling is more important than equal work distribution.
Direct Will distribute tasks directly to team members, prioritizing the longest idle (active) team member. RONA time is adjustable. No further actions are necessary aside from accepting the call via Microsoft Teams. 

The call with the selected team member is first established via a Teams peer-to-peer call, before it gets escalated to the regular Nimbus conference session.

Useful if you have "Busy on Busy" features enabled for your users. 

👎Otherwise slower than "Direct Conference" and generally not recommended. 

Direct Conference(1)  🌟

 

 Same distribution as "Direct", but selected team members are directly invited to the Nimbus conference session, allowing them to join much faster and be able to talk to the original caller sooner.

🌟 Our general recommendation for most services. Ensures faster handling of calls without blocking too many users at once for the same ringing call.

 
Pickup(2) with Adjustable RONA Will show extra "Pickup" controls in the tasks list of the called team. A call session will be directly established without further intervention, and no further call reporting is possible after this point. A call session that is not accepted (after "Pickup" is clicked) within the given RONA time can be reinserted into the task queue or handled otherwise. In small teams (e.g. volunteers) where it's acceptable to lose a call and reporting data isn't as important. Adds adjustable RONA time to flag users.
Pickup(2) Conference(1)  Same as "Pickup with Adjustable RONA", but will directly invite the agent to the Nimbus conference session, allowing them to join much faster and be able to talk to the original caller sooner.

Best performance of all "Pickup" types. Unanswered calls can be re-inserted into the queue and no reporting data(1)  is lost. 

Suitable for scenarios in which the agents can keep an eye on the Nimbus app or to "park" calls in a queue so that other calls can be answered first and retrieve them later from the queue.
Available Types (Modes) of distribution in Nimbus.

(1)  Conference invitations get a “cancelled”  result in the Nimbus Reporting Model if a task was aborted (e.g. Hangup by User, Queue left, Max Wait Timeout Reached). 

(2) ☝ Contact Center Services generally do not support the "Pickup" option. As calls get automatically distributed, a "Pickup" interaction is undesirable in Contact Center scenarios. Distribution Policies automatically handle call distribution with minimal UI interaction. When Contact Center service workflows still have the "Pickup" distribution type configured, calls are shown in queue without a pickup button. → While configuring Workflows > “Queue” activities for your Contact Center service, use "Direct Conference" instead.

Conditional Options

(shown based on "Distribution Type")

 Description
Adaptive Cards            
(toggle) 

✅ Requires a "Pickup" Distribution Type to be set.

Enable this for Adaptive Cards to be created automatically within the Service chat channel in MS Teams.

🔍 Adaptive cards will update with the call information. Team members can also opt to pick up calls, listen to voice recordings or mark the call as handled within the card itself.

RONA Timeout

(default / max 00:00:55) 

Specifies the time the system uses to ring a service user, then switches to the next available user in the queue. Applies a RONA status flag when the timeout for the current "Queue" Activity is reached.

💡This setting relies on "Distribution Type" chosen. If not available the RONA timeout is either hard-coded (field greyed-out) or the "Calling / Queue Timeout" settings apply instead. → Also refer to "Distribution Type" above for more info on RONA.

💡RONA status will not apply to "Broadcast" distribution type setting.

 

INC Outbound Ring Time Limitation

RING TIME LIMITATION

Microsoft can terminate the dial out in ~35 seconds for some tenants. 

  • For Direct and Pickup with adjustable RONA distributions, we advise you to switch to Direct Conference and Pickup Conference respectively to mitigate the issue.
  • Outbound (scheduled) Call remain at a maximum ringing time of 30 seconds.
 
 
 

Audio / Video

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

Tip: Workflow Template

Start with our “Queue IVR Voicemail”  Workflow Template to learn how “Queue, Check, Cancel Task”  activites can be used.

Start a new workflow with the “Queue IVR Voicemail” system template
 
 
 

Instant Messaging

Configurable Properties Description

Distribution Type

Only “Direct distribution” is available
Adaptive Cards            
(toggle) 		 Not available.

RONA Timeout

(default / max 00:00:55) 

 Specifies the time the system uses to ring a service user, then switches to the next available user in the queue. Applies a RONA status flag when the timeout for the current "Queue" Activity is reached.
 
 

Email

Configurable Properties Description

Distribution Type

Only “Direct distribution” is available
Adaptive Cards            
(toggle) 		 Not available.

RONA Timeout

(default / max 00:00:55) 

 Specifies the time the system uses to ring a service user, then switches to the next available user in the queue. Applies a RONA status flag when the timeout for the current "Queue" Activity is reached.
 
 

External Task

Configurable Properties Description

Distribution Type

Only “Direct distribution” is available
Adaptive Cards            
(toggle) 		 Not available.

RONA Timeout

(default / max 00:00:55) 

 Specifies the time the system uses to ring a service user, then switches to the next available user in the queue. Applies a RONA status flag when the timeout for the current "Queue" Activity is reached.
 
 

 

Check Activities

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Task Queue and Distribution

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