Duty State is Nimbus’ tracked availability status for Contact Center users. Every such user is shown as one of three Duty States — Available, Not Available, or Off Duty — derived from two independent inputs:
- which Responsibility Profile the user currently has selected (itself classified as either “On Duty” or “Off Duty” by an Administrator), and the user’s current MS Teams presence.
- Users with no duty concept at all — Teams-based only, without a Contact Center license — show no Duty State; the field is simply blank rather than “Off Duty”.
User State tracking includes the Duty State and is part of the Reporting system within Nimbus.
| Duty State | Meaning |
|---|---|
| Available | An On Duty Responsibility Profile is selected, and the user is currently selectable for tasks. |
| Not Available | An On Duty Responsibility Profile is selected, but the user is currently blocked — busy with a task, at maximum capacity, or their MS Teams presence doesn’t allow distribution. |
| Off Duty | An Off Duty Responsibility Profile is selected. |
| (blank) | Not a state — shown for users with no duty concept (Teams-based only, no Contact Center license). Dashboards and reports show this as an empty value rather than “Off Duty”. |
Primary Use Cases
When using Assistant – either as App or within the UI – all Contact Center users can switch between their assigned Responsibility Profiles, which in turn can be On Duty or Off Duty. Using multiple profiles for either duty state can have use cases, such as:
- Requirements for certain Skills and Responsibilities - e.g. when more experts are needed “on duty” to compensate for unusually large
- High Workload - e.g. switching to a ”on duty" profile to take more calls from multiple services.
- Special situations - e.g. a “off duty” profile e.g. when working abroad, while being online, but unavailable for service calls.
- Controlled absence - e.g. an “On Duty” profile for on-call periods, allowing for emergency calls to get through whenever the user has that profile selected.
🔎 Related: The Responsibility Profiles On/Off Duty state are reflected in Nimbus Reporting.
PREREQUISITES
✅ Users of this feature must be part of a Contact Center service, also Contact Center licensed themselves.
Once enabled:
⮑ The Contact Center Assistant becomes visible in your main menu, adding a User Status color indicator → more on this below.
⮑ By default, Nimbus comes with two predefined “On duty” and “Off Duty” profiles. 💡 The duty profiles also affect the User State.
✅ OPTIONALLY, any Administrator can also create and assign further “On Duty” or “Off Duty” Responsibility Profiles to your user.
Learn more…
- Any Administrator can create Responsibility Profiles. Each Profile can have its individual name – as reflected in the Nimbus UI – be of type “On Duty” or not. Here is an example:
Defining the Profile Name and duty type -
When assigning the profile to a user, this is also indicated next the profile, but also:
- … on listings in the Administration.
- …in Assistant
- …on Non-Personal Dashboards (e.g. listing all users currently having an “On Duty” profil).
💡 Good to know: Custom profiles are treated the same way as the system's default On/Off Duty profiles, meaning that
- … they are tracked equally in live User States and historical Nimbus Reporting.
- … they can all be taken into consideration for skill-based routing within Distribution Policies.
Changing your Duty State with Responsibility Profiles
All users with Responsibility Profiles assigned can freely switch between them (and the underlying On/Off Duty state):
- Login to the Nimbus Frontend portal.
-
Open either:
- "Contact Center Assistant" in the Nimbus main menu.
- Your standalone Nimbus Assistant App.
-
Click the pulldown to change Responsibility Profiles and underlying duty status at any given time.
💡 Duty, availability and readiness: Regardless of Duty State, you can remain fully "Available" in MS Teams to handle calls from other services and non-Nimbus calls. → More on this on status dependencies below.
💡 Status persistence: Your duty status and responsibility profile persists even when restarting your MS Teams client or logging out and back into Nimbus. You keep the last selected status until you either switch to a different one – or until an Admin changes the setting on your user.
Duty and your User Status
Changing your Responsibility Profile and MS Teams Presence affects the user status indicator icon next to the Contact Center Assistant menu entry.
☝️ Note that this icon color does not mirror your MS Teams presence 1:1, but instead aims to convey various User States1. The resulting icon color can be interpreted as follows:
| Color | User State Factors |
|---|---|
| Gray |
|
| Green |
|
| Red |
|
| Orange |
|
1 🔎Status dependencies
Note that this color indicator is a simplification of the User States tracking system of Nimbus. The most important points to take home:
-
Your Responsibility Profile will not affect your MS Teams presence and vice-versa. As a result you can still remain "Available" in MS Teams – e.g. to take internal calls – but get a red indicator, effectively blocking Contact Center related service-tasks.
💡Note that the indicator may still remain green, as you are “Active” in one or several MS-Teams based services. -
Your Active on/off toggle e.g. in Services Overview also affects your readiness for new tasks non-skill-based services.
💡Note that this toggle is not present when you are only part of skill-based services. In that case you will steer participation exclusively via Responsibility Profiles. - Your MS Teams Presence affects the indicator. If no service considers your presence as selectable for new tasks, you will get a “Red” color status.
Troubleshooting
🤔 Is your status "Red" although you are ready for new tasks?
💡 Rule of thumb: Nimbus will distribute calls only when all criteria are met:
- Valid MS Teams Presence
- Not blocked by tasks or calls
- Not at maximum capacity
- In an On Duty Profile
- Not status-flagged by ACW or RONA