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Task Management

INC Gradual Feature rollout

Features described in the following are gradually rolled out on Nimbus clusters. They may not be available on your Tenant yet.

The Operations > Task Management view allows System- Partner- and Tenant Administrators to check and manage ongoing Nimbus Tasks across the entire Tenant. 

💡Good to know: Unlike the Service Operations and Customer Operations view, “Task Operations” is focused primarily on ongoing tasks, instead of reviewing task results. This means that Administrators can either select single tasks or entire sets of tasks to remove in bulk.

 
Task Management view with some selected tasks

Task Management

The “Task Management” view consists of the following elements

Element Description
 

Table with the following columns:

  • Icon for the Task Modality. 
  • Service Name
  • Source of the Task (e.g. an external PSTN number, O365 user)
  • Started Time when the Task was created in Nimbus. 
    💡Default sorting so longest-running tasks are on top.
  • State of the Task (e.g. Customer waiting in Queue, IVR, Connected to Nimbus users)
  • Time In State. Indicates how long a task is in the respective → State.
  • Users who already handled the Task for this service session
  • Modality of the task.
  • Direction of the task, e.g. an Incoming Task or a scheduled Outbound Call.

🔎 Filters can narrow down the tasks shown:

Learn more about Filtering…

INC Filtering

When your current Nimbus view offers filters:

  • Click the filter icon for a filter selection menu.
  • Click on a filter name to directly add it and start.
  • Click the toggles to show or hide a filter.

When filters are already active:

Unless “All” is shown as filter content, your results are filtered.

  • Click ✖ inside a filter to clear its contents.
  • The filter itself will remain available for use.
  • To hide a filter again, use the filter menu. 
    ⮑ Doing so will also clear the filter from your search results.
 
 
 

Task Removal

INC Nimbus Task Removal Notice

☝CAUTION: Possible valid Task removal

This functionality allows to also remove productive and “valid” Tasks - including live Customer interactions. Note that removing valid tasks can lead to unwanted side effects and should be avoided.

🤔How to identify long-running tasks?

✅ We recommend the following:

  • First identify long-running tasks that have an unusual long “Time in State” or “Started Time”. 
  • Look out for other user-reported or Service-specific irregularities, e.g. hanging Flows in the Nimbus Power Automate Connector which could point to the Service receiving and manipulating the task, or which Modality being used.
  • Note that a long running task may actually be correct, e.g. a scheduled Outbound Call can sit in the system for a long while.
  • If technical issues occur, please get in touch with Luware support so the underlying issue can be addressed and analyzed on your Tenant.
 
 

🤔Why does a previously deleted task show up (again)?

A task can be deleted in Nimbus, but not on MS Teams side while ongoing and working. This is done to not affect potential live customer interactions.  In this case a task can reach or exit the queue – and be readded to Nimbus (as it is distributed), but now with less information (like missing CustomerID). The deletion of such a “lingering” task can take a while and may require several attempts.

✅ Removed tasks may reappear. Try deleting the follow-up task again. If task-related issues reoccur, please get in touch with Luware support so the underlying issue can be addressed and analyzed on your Tenant.

 
 

INC Luware Support Address

 Luware Website https://luware.com/support/
Luware Helpdesk https://helpdesk.luware.cloud 
Cloud Service Status https://status.luware.cloud/
Luware support contact details
 

Tasks can be removed:

  • … single-file, by clicking the “Delete” (bin) icon in the last column of that task.
  • … via bulk edit, by selecting the tasks in the first column and then clicking on “Bulk Remove”

Regardless of the method, the following results can be observed:

⮑ A confirmation popup will be shown allowing you to confirm the task deletion.
⮑ Afterwards the task removal is scheduled, so it may take some time for tasks to be fully removed. 
💡Tasks scheduled for removal will not show up in this list anymore.
⮑ The table is gradually refreshed using the existing filters.

Operations

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