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 > Session details widget.
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).
Once the External Task is closed, the user becomes available for any other (external or internal) task.
Pickup behavior
INC Pickup behavior
🔎Pickup behavior
If your administrator configures the Pickup Distribution Type in the service Workflow (within the Queue / Queue Task activity), you can instead pick up tasks from the queue yourself, deciding when to take on additional work.
| Modality | Audio / Video Calls | External Task / Email / Instant Messaging |
|---|---|---|
| Pickup behavior | Pickup & Accept in two steps: selecting Pickup signals the Nimbus bot to invite you to a Conference call. You can choose to Accept or receive RONA on timeout. | Pickup & Accept in one step: selecting Pickup assigns the task to you immediately — there is no separate Accept action and no RONA timeout. |
| Where | The Pickup button appears wherever the task is listed — My Overview, Services List, Live View and Attendant Console. | |
| Condition1 |
1🔎Also see User States for more details on the conditions how Nimbus considers users as selectable for tasks. |
|
| Conflicts |
If several users pick up the same task at once, the first request to reach Nimbus wins. ⮑ A small banner will inform else if the task was already taken. |
|
| Adaptive Cards | Adaptive Cards option supported in MS teams-based services. | No Adaptive Card option supported for this these modalities. |
| Reporting | After clicking “Pickup" the user gets the call invitation. The User Session reports the Ring Time and includes it in the Average Ring Time KPIs. |
Because the task is accepted instantly, it has no ring time — these sessions report a Ring Time of 0 and are excluded from Average Ring Time KPIs. |
External Tasks in other areas
Other areas to handle External Tasks involve Attendant Console.
Known Limitations
INC External Task Limitations
External Task - KNOWN LIMITATIONS
"Last Users" routing is ignored for the External Task modality, even if enabled in the Distribution Policy.