The Task Flow Visualizer is a live, animated visualization of completed tasks flowing to the Users of a selected Service. It gives Service Supervisors an at-a-glance view of current traffic: how many tasks are inbound vs. outbound, whether one agent is accepting most of the tasks, or whether more tasks than usual are ending up in the Hangup bucket.
The Task Flow Visualizer is task-agnostic, meaning it works for all modalities, not just audio calls.
Preconditions
In order to see the Task Flow Visualizer, you need the following:
- A Service Supervisor role (i.e. the right to access Reporting Live Data) for the Service(s) you want to visualize. Without this role, the menu entry is not shown.
- 🔎 Exception: for a Direct Call Service, every User automatically has access to their own Direct Call visualization, as they act as Owner/Supervisor of their own Direct Call Service.
- At least one completed task on the selected Service, so that something can appear in the view.
💡The Task Flow Visualizer only ever shows tasks that have already been completed. A task that is still in progress is not shown, since its total handling duration and final Outcome are only known once the task has ended, and both are required to animate it correctly.
💡If you have Supervisor rights on more than one Service, you will first be asked to pick which Service you want to visualize from a selection list.
Live Mode vs. Replay Mode
The Task Flow Visualizer can be run in two modes, toggled via the Live switch:
| Mode | Description |
|---|---|
| Live | Shows tasks completed today, in your local time zone. New tasks are added automatically as soon as they are completed, so no manual refresh is needed. |
| Replay | Plays back one full day at a time, always from 00:00 to 23:59 in your local time zone. You can pick any day within the last rolling 30 days; this window slides forward every day, so the oldest day always drops out as a new day is added. |
💡In Live Mode, a Live Update checkbox lets you turn automatic real-time updates off if you only want a static snapshot. If updates are off (or something looks out of sync), use the manual Refresh button.
Time Range filter (Live Mode only)
While in Live Mode, you can narrow the animation to the last 15 minutes / 30 minutes / 1 hour / 4 hours / 8 hours, or the whole day so far.
🔎 This Time Range filter is purely a display filter for the current animation. It does not change the underlying 30-day dataset shown further below in the Task Overview.
How the Visualization Works
- Agents are listed on the right-hand side, sorted by number of accepted tasks (most first). The maximum number of Agents shown at once is configurable in the Display Settings (see below).
- Voicemail appears as a special, always-available Agent entry whenever Voicemail is configured for the Service and at least one voicemail was left in the shown period.
- Each moving dot represents one completed task, and its travel speed reflects the task's total handling duration: shorter tasks move quickly across the screen, longer tasks move more slowly.
- Clicking on an Agent (or the Voicemail entry) opens an individual detail view for that Agent on the right-hand side; for Voicemail, this view shows how many voicemails came in during the shown period.
- Whether a task was Inbound or Outbound is indicated on the animated task itself.
Task Overview (Last 30 days)
Below the animation, a Task Overview shows the number of tasks per day for the last rolling 30 days for the selected Service, using the same underlying data as the Tasks Heatmap widget.
🔎 This Task Overview is only shown in Live Mode. Clicking on a day switches the whole page into Replay Mode for that day.
KPIs
The following KPIs are calculated live for the currently shown period:
- Average Queue Time
- Number of tasks accepted / not accepted
- Task SLA
Playback Controls (Replay Mode)
| Control | Description |
|---|---|
| Play / Restart | Starts (or restarts) playback of the selected day. |
| Loop toggle | When enabled, playback restarts automatically once it reaches the end of the day. |
| Scrub bar | Lets you jump to any point in the day. Increments follow the 15-minute granularity in which the Reporting Service stores data. |
| Playback speed | Controls how fast tasks move across the screen. The default speed is calculated automatically from the average task duration and task volume of the selected day, so playback stays readable instead of flashing past in a few seconds. |
| Fullscreen | Runs the Task Flow Visualizer full-screen so it can be left running continuously like a dashboard, which is the intended way to use this feature. |
| Orientation toggle | Flips the layout orientation of the animation. |
Display Settings
The Display Settings let you configure which Outcome Groups (as defined in Nimbus Reporting) are shown as separate destinations/bars in the animation.
- An Accepted bar is always present and cannot be removed; you can only configure which Outcomes count towards it.
- You can add, remove, and reorder the remaining groups. A minimum of about 3 groups is recommended to get a meaningful Start → In Process → End flow.
- Each group can be given a custom color and a custom label (max. 25 characters).
- The order you set here determines the display order of the groups.
🔎 Turning a group off does not delete it: it is only grayed out and excluded from the animation and counts until switched back on.
Settings & Persistence
💡Note that all Task Flow Visualizer settings (selected Service, number of Agents shown, State/Outcome Group configuration, Time Range, etc.) are stored in the browser cache per User and per device/browser. Opening the page on a different computer or in a different browser resets it to the default settings.