Contact center agents need to take care of multiple tasks simultaneously. They might receive a call while replying to an email, or get a chat while working on a ticket. Luware Nimbus Task Parallelization is built for this reality. It lets agents work asynchronously and handle up to 20 tasks simultaneously — without losing context or dropping work in progress. The result is that queues move faster and customers wait less.

It's also simple to manage. As one contact center manager in the public sector put it: “Other platforms make you feel like you need a math degree to manage multiple channels. With Luware Nimbus, it's one click. Done.”

Use Cases for Task Parallelization

Handle a call while writing an email: An agent can pick up a call while drafting an email response to a customer. Luware Nimbus automatically saves the email draft so no information is lost, freeing the agent to answer the call. Once the call ends, they can pick up right where they left off.

Prioritize VIP calls: Agents can park a call when a higher-priority one comes in, so VIP customers get the fastest possible service without anyone having to abandon what they were already doing.

Answer more chats: Chats often come with natural pauses while customers type, think or look something up. Luware Nimbus lets agents use those gaps to help another customer, so they can handle several conversations at once and answer more chats, without making anyone wait longer for a reply.

How Task Parallelization Works 

Task Parallelization lets agents manage multiple Luware Nimbus tasks of different modalities at once. It is enabled per user, with configurable limits for how many tasks they can handle at once — overall and per modality. So that parallel work only happens where it should, administrators control this per modality and per service, deciding whether an active task of that service blocks new incoming tasks or not. Only Audio/Video tasks are always blocking.

Staying on Top of Multiple Tasks

With several tasks running in parallel, Luware Nimbus makes sure agents don’t lose track of what’s going on. A capacity indicator in the header of My Sessions, Assistant, Attendant Console, and Services Overview shows agents, at a glance, how many task slots are used and how many remain, broken down by modality.
Agents only see their own capacity as an exact number. Supervisors get the fuller picture: with the right portal role, they can add a capacity column to their dashboard and see, in real time, how many tasks every team member is handling — useful for spotting when someone is approaching their limit, or has room to take on more.

Agents generally receive tasks automatically as long as they are eligible and have sufficient capacity. The pickup option gives agents more control over which tasks they take from a queue. While working on a non-blocking task, an agent can choose to pick up another incoming task. When the picked-up task is accepted, Luware Nimbus automatically parks the currently active task (if Quick Switching is enabled), allowing the agent to start working on the new one.

Quick Task Switching for Faster Triaging

With Quick Task Switching enabled, agents can move between active tasks with a single click. No manual parking step is required, as Luware Nimbus parks whatever they were working on automatically. When they come back, everything is exactly as they left it.

Quick Task Switching also handles the housekeeping. Activating a task clears a Redirect on No Answer (RONA) flag and ends after-call work (ACW) automatically if the service allows for this. Users can also start a Call on Behalf without parking their current task first, so long as the user still has enough capacity.

Parking vs Holding a Task

When an agent parks a call, they are removed from it. The task pauses, freeing the agent for other tasks. This is useful, for example, when a VIP customer needs immediate attention.

When an agent holds a call, they stay on it. This is typically used to briefly mute the customer, for example to clarify something internally before continuing the conversation.

By default, both states block the agent from receiving new Luware Nimbus tasks. Enabling Task Parallelization for the relevant modality lifts this for parked tasks — held tasks continue to block, since the agent is still actively on the call.