External Tasks

An overview on the External Task modality

The Nimbus Task Distribution algorithm can also distribute external tasks to users. Such tasks can be created using the Microsoft Power Automate Connector and added to the service queue along any regular task. By the use of Workflows an external task is fed into the queue of any service and can also be transferred or reprioritized. Supervisors can abort a task early by using Dashboard Supervision features

PRECONDITIONS

Contact Center External Tasks are an additionally enabled modality, alongside your Contact Center services.


🔍 FAIR USE POLICY: As external tasks can be created in bulk via external flow loop, they underly a fair-use policy. The maximum allowed limit of concurrent tasks is controlled by Luware on Tenant Administration level. This limit is also in place to ensure that potential erroneous loop conditions don't create a large amount of "stuck" tasks, blocking up service queues.

🔍 Hands-on: Learn how to create external tasks by reading Use Case - Creating an External Task.

 

External tasks can start their lifetime outside any regular Nimbus session. They are also not limited to "classic" call modalities in MS Teams, as they can help coordinate and communicate activities such as: 

  • Booking a hotel room or flights
  • Daily maintenance routines in the office
  • Reminding people of activities outside the typical call center routine

External task creation

Any user that meets trigger conditions can create an external task. An example could be a customer scheduling an external task via MS flow, e.g. to create a meeting to discuss requirements. The triggered Flow Actions can contain fields like "customer name, contact details, product in question, requirements, etc.", each to be configured and stored as Context Parameters.

External Task creation (and optional deletion) via Power Automate

Once created, this external task also has inherent system parameters such as:

  • target service on which the task should be queued.
  • A task Task Priority for the service's queue.
  • One or several preferred users, which are considered via the target service's Distribution Policy
  • task lifetime which defines when the task should expire at (or be prolonged to) a certain date.
  • customer identifier System Parameters which can help the receiving user to understand where the task is coming from.

External task distribution

Eternal tasks are distributed according to dedicated "External Task Workflow" definitions, allowing to:

  • Introduce artificial delays in the workflow itself, in order to allow background Flow Actions to run and retrieve the necessary details. 🔍 See our Power Automate Use Cases for inspiration.
  • Support simple "Queue" task distribution or to check on task positions and act accordingly, e.g. by
    • transferring the task to another service, ... 
    • increasing priority or ...
    • ... cancelling the task.
A simple distribution workflow for External Tasks 

External task handling

Nimbus services handle external tasks within their regular queue, e.g. the My Sessions view or Attendant Console . For example, a Nimbus user is notified that the customer requested a requirements discussion. Nimbus shows the task to create a meeting with the responsible subject matter experts to discuss details.

💡 Alongside with these tasks, Nimbus can open Conversation Context URLs, or simply display System Fields and Parameters within "My Sessions" as session details.

A user being notified of a pending External Task

As the user accepts the task, they can finalize the details or – if configured by the Service Settings – extend the available ACW (after call work) time for this task to finish related clean-up work (e.g. to conclude and mark the customer response in a CRM or ticket system).

External Time extension or Abort

Once the external task is closed, the user becomes available for any other (external or internal) task.

External Tasks in other areas

Other areas to handle external tasks involve Attendant Console.

External Task handled in Attendant Console
Personal Dashboards can showcase external task within the "External Task Tabular"  widget. Via Dashboard Supervision users with the corresponding permissions can cancel the task.
External Tasks in the Dashboard - A task can be cancelled by Supervisors

Known Limitations

EXTERNAL TASK - KNOWN LIMITATIONS

Flow "RequestID" limitation - When a new External Task (ET) is created via Power Automate Flow Action, the "RequestId" value will not be returned. This means that you can't create and update an ET within the same flow. → You need configure an additional flow – based on one of the Nimbus Trigger Events – and update the ET via "UpdateTask" action.

 

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