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Disconnect as Handled

Description

When this activity succeeded it will mark the task “Handled” for Reporting.

✅ How to use:

This is a task-terminating activity specific for Email modality tasks.
In comparison to the regular “Disconnect” activity, “Disconnect as handled” has a failed exit. However, “Disconnect as Handled” should should still be followed-up upon with a “Disconnect” activity as fallback.
→ See Activity behavior below.
No replies will be sent from this action. When handling via your mails exclusively via this activity, a prior “Reply” activity is recommended to let the customer know about this automated process, as Nimbus users are not informed about this activity outcome.

Required Predecessor

License

Advanced Routing

Enterprise Routing

Contact Center

Modalities

Audio / Video

Instant Messaging

External Task

Email

Configurable Properties	Description
None	Activity behavior On Success: The mail is moved to the “Handled” folder of the originating Mailbox. When Failed: The activity exit is taken. → We highly recommend following this up with a “Disconnect” activity to put the mail in the “Failed” folder of the originating Mailbox. 🤔Why is “Disconnect” still necessary? If moving a “handled” Email fails for any reason, a “Disconnect” covers the failure state and helps to quickly identify all mails related to a problem. 🔎 Reporting effects: This activity has the same task-concluding effect if a user is clicking “Marked as Handled” in Nimbus My Sessions UI. However, the Nimbus Reporting Model outcome will differ: Via activity: Marked as Handled by Workflow. Via user: Marked as Handled by User.

Configurable Properties

Description

None

Activity behavior

On Success: The mail is moved to the “Handled” folder of the originating Mailbox.
When Failed: The activity exit is taken.
→ We highly recommend following this up with a “Disconnect” activity to put the mail in the “Failed” folder of the originating Mailbox.

🤔Why is “Disconnect” still necessary? If moving a “handled” Email fails for any reason, a “Disconnect” covers the failure state and helps to quickly identify all mails related to a problem.

🔎 Reporting effects: This activity has the same task-concluding effect if a user is clicking “Marked as Handled” in Nimbus My Sessions UI. However, the Nimbus Reporting Model outcome will differ:

Via activity: Marked as Handled by Workflow.
Via user: Marked as Handled by User.

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Disconnect as Handled