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Mark as Handled

Description

When this activity was passed through successfully it will mark the task with a result “Workflow Marked As Handled” in Nimbus Reporting.

✅ How to use:

You can place this activity anywhere in your workflow. Whenever passed, the Session Outcome in Nimbus Reporting and related Nimbus KPI are considered as "Workflow Marked as Handled”.
You still need to follow up with a with a “Disconnect” activity as session closure.

☝ Note: Ensure to read the detailed behavior below before using this item.

Required Predecessor Accept

License

Advanced Routing

Enterprise Routing

Contact Center

Modalities Audio / Video Instant Messaging Email External Task

Audio / Video

Configurable Properties Description

Configurable Properties	Description
None	Activity behavior This activity works for both Inbound Audio/Video and Outbound Calls made via Workflow. Effect: Marks the “Service Session” as handled on with the same effect as if users were handling the task/call inside the Nimbus UI. → Also see KPI Impacts below. Scope: The activity scope is limited to the “current” workflow and related Service Session. Transfers to other Services will trigger a new workflow, with its respective own Nimbus Reporting sessions and outcomes. KPI Impacts ☝ When using this feature, note that task results – and in extension – Service Session Outcomes in the Nimbus KPI Calculations can be significantly impacted. Whenever this Activity is passed in your workflow, the final Session result will NOT change anymore, even if result-changing interactions within the workflow occur. Visible Results: Nimbus UI: Sessions List will show tasks that passed this Workflow activity with `Workflow Marked as Handled` – as compared to `User Marked as Handled` when handled by users via the Queue distribution system. Nimbus Reporting: Within the Nimbus Reporting Model > Static Dimensions > Service Session Outcomes – e.g. reflected the Nimbus Power BI Template – will also show group the Session under the “Handled” category, regardless if any session has a different “Not Handled” result afterwards.

None

Activity behavior

This activity works for both Inbound Audio/Video and Outbound Calls made via Workflow.

Effect: Marks the “Service Session” as handled on with the same effect as if users were handling the task/call inside the Nimbus UI. → Also see KPI Impacts below.
Scope: The activity scope is limited to the “current” workflow and related Service Session. Transfers to other Services will trigger a new workflow, with its respective own Nimbus Reporting sessions and outcomes.

KPI Impacts

☝ When using this feature, note that task results – and in extension – Service Session Outcomes in the Nimbus KPI Calculations can be significantly impacted. Whenever this Activity is passed in your workflow, the final Session result will NOT change anymore, even if result-changing interactions within the workflow occur.

Visible Results:

Nimbus UI: Sessions List will show tasks that passed this Workflow activity with Workflow Marked as Handled – as compared to User Marked as Handled when handled by users via the Queue distribution system.
Nimbus Reporting: Within the Nimbus Reporting Model > Static Dimensions > Service Session Outcomes – e.g. reflected the Nimbus Power BI Template – will also show group the Session under the “Handled” category, regardless if any session has a different “Not Handled” result afterwards.

Luware Knowledge

Luware Nimbus

Luware Recording

Resource Library

Mark as Handled

Mark as Handled

Audio / Video

Activity behavior

KPI Impacts

Luware Knowledge

Luware Nimbus

Luware Recording

Resource Library

Mark as Handled

Audio / Video

Activity behavior

KPI Impacts

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