Static dimensions consists of a fixed member list. This list is static on every deployed system and may change only by a Nimbus system version update.
🔍NOTES OUTCOME GROUPS
Outcome Groups - To generalize and simplify reporting, all Service Session outcomes are classified into groups.
Id |
Name |
|---|---|
| 1 | Handled By User |
| 2 | Handled By System |
| 3 | Hangup By Customer |
| 4 | Not Handled |
| 5 | Error |
| 6 | Outbound Accepted |
| 7 | Outbound Not Accepted |
💡Outcome Calculation - Note that these columns are not provided by the OData feed, but calculated in the Power BI Template.
💡Description columns are generally not part of the dataset.
💡Lines greyed out (if shown) are used for error-handling. They are not included in the dataset.
Service Session Outcomes
Service session outcomes determine how a task has concluded (Handled or Not Handled), with a more detailed outcome.
Id |
MeansHandled |
HandledText |
GroupId |
Outcome |
Description |
|---|---|---|---|---|---|
| 1 | False | Not Handled | 3 | Customer Hangup Before Accept | Customer hung up the call before it was accepted |
| 2 | False | Not Handled | 3 | Customer Hangup In Ivr | Customer hung up the call before it was put into the queue |
| 3 | False | Not Handled | 3 | Customer Hangup In Ivr After Queue | Customer hung up after the call left the queue |
| 4 | False | Not Handled | 3 | Customer Hangup In Queue | Customer hang up the call during the time the task was enqueued |
| 5 | True | Handled | 1 | User Accepted | User accepted the task and was connected to the customer, this includes Consultation Call (without merge or transfer) and External Tasks |
| 6 | True | Handled | 1 | User Internal Transfer Success | User accepted the task and transferred it to another service Line or user. This includes as well the case if a user transfers the call after a consultation call |
| 7 | True | Handled | 1 | User External Transfer Success | User accepts the task and transferred to a non Nimbus service line or user. This includes as well the case if a user transfers the call after a consultation call |
| 8 | False | Not Handled | 4 | Workflow Disconnect After Queue | Workflow terminates the call conversation or task (external, email) after it was put once into the queue |
| 9 | False | Not Handled | 4 | Workflow Disconnect | Workflow terminates the callconversation or task (external, email), which was never put into the queu |
10 |
False |
Not Handled |
5 |
System Failure |
An severe unhandled error occurred. May relate to Microsoft infrastructure. |
| 11 | True | Handled | 2 | Workflow Conversation Recorded | Workflow recorded a voice message / mail |
| 12 | True | Handled | 2 | Workflow Internal Transfer Successful | Workflow transferred the call to another Service Line or a User from the same o365 tenant successfully |
| 13 | False | Not Handled | 4 | Workflow Internal Transfer Failed | Workflow couldn't transfer the call to another Service Line or a User from the same o365 tenant |
| 14 | True | Handled | 2 | Workflow External Transfer Successful | Workflow transferred the call successfully to a non Nimbus service Line target (e.g to an external user or phone number) |
| 15 | False | Not Handled | 4 | Workflow External Transfer Failed | Workflow couldn't transfer the call to a non Nimbus service Line target (e.g to an external user or phone number) |
| 16 | True | Handled | 1 | User Internal Transfer Failed | User accepted the task and transferred it to another service Line or user, but didn't succeed |
| 17 | True | Handled | 1 | User External Transfer Failed | User accepts the task and transferred to a non Nimbus service line or user, but didn't succeed |
| 18 | True | Handled | 1 | User Conferenced | User accepts the task and adds a 3rd Participant (Expert, Merges a Consultant) into the customer session |
| 21 | False | Cancelled by External System | 4 | External System Cancelled Before Accept |
The task was terminated via Power Automate before it was accepted by the system Analogue of Hangup Before Accept in AV conversations |
| 22 | False | Cancelled by External System | 4 | External System Cancelled |
The task was terminated via Power Automate before it was put into the queue Analogue of Hangup In IVR in AV conversations |
| 23 | False | Cancelled by External System | 4 | External System Cancelled In Queue |
The task was terminated via Power Automate after it left the queue Analogue of Hangup In IVR after Queue in AV conversations |
| 24 | False | Cancelled by External System | 4 | External System Cancelled In Queue |
The task was terminated via Power Automate in queue Analogue of Hangup In Queue in AV conversations |
| 31 | True | Handled | 6 | Destination Accepted | User and Destination (customer) both accept an outbound task |
| 32 | False | Not Handled | 7 | Destination Declined | User accepts an outbound task, but Destination declines |
| 33 | False | Not Handled | 7 | Destination Not Reached | User accepts an outbound task, but Destination ignores, Destination is offline, or MSFT cannot reach Destination by some other reason |
| 34 | False | Not Handled | 4 | User Aborted | User either does not accept CallOnBehalf task or terminates outbound task during dial out to Destination before Destination reacts to it |
| 35 | False | Not Handled | 4 | Lost in Queue | Workflow terminates outbound call after it was put once into the queue |
| 41 | True | Handled | 2 | Workflow Marked as Handled | Workflow marked Email session as handled. |
| 42 | True | Handled | 2 | Forwarded by Workflow | Workflow forwarded Email to any email destination. |
| 43 | True | Handled | 1 | User marked as handled | User marked Email session as handled without any other action (e.g. no reply or forward). |
| 44 | True | Handled | 1 | User forwarded | User forwarded Email to any other email destination. |
| 45 | True | Handled | 2 | Standby Duty Accepted | Internal Standby Duty Destination accepted and confirmed via DTMF tone the customer session. |
| 46 | True | Handled | 2 | Standby Duty Accepted | External Standby Duty Destination accepted and confirmed via DTMF tone the customer session. |
💡 Lines greyed out are used for error-handling. They are not included in the dataset.
User Session Outcomes
When a task is handled by multiple users, each user has an individual session with own outcome.
Id |
Name |
ActionGroup (🔍▲) |
Handledtext (🔍▲) |
Description |
|---|---|---|---|---|
| 1 | Accepted | Accepted |
Accepted |
User accepts a service line task or User transfer attempt (transfer via Nimbus UI, i.e. Attendant Console or Assistant) fails |
| 2 | Declined | Declined |
Not Accepted |
User declines a service task |
| 3 | Ignored | Missed |
Not Accepted |
User does not accept a service task within the defined time (RONA) |
| 4 | Canceled | CustomerAbandoned |
Not Accepted |
User couldn't accept a service task because it was cancelled by the system or customer |
| 5 | Transferred Internally | Transferred | Accepted | User transfers the call to a Nimbus service line or Nimbus user and the corresponding target accepts (successful transfer). |
| 6 | Transferred Externally | Transferred | Accepted | User transfers the call to a non-Nimbus service line or non-Nimbus user and the corresponding target accepts (successful transfer). |
| 8 | Consulted | Accepted | Accepted | User made a consultation call after accepting a service call |
| 9 | Consulted Transferred | Transferred | Accepted | User made a consultation call after accepting a service call and transferred the customer to the consultant. |
| 10 | Consulted Merged | Conferenced | Accepted |
User made a consultation call with the Attendant Console after accepting a service call and subsequently merged the customer's call with the consultation call - creating a conference with all 3 parties.
🔎 For more information about consultation calls and the merging scenario → see Attendant - Consultation Call > "Consultation conference". |
| 11 | Outbound Accepted | Accepted | Accepted | User accepted a task to make an outbound call on behalf of a service. |
| 12 | Outbound Not Accepted | Declined | Not Accepted | User received but did not accept a task to make an outbound call on behalf of a service. |
| 13 | Outbound Aborted | Declined | Not Accepted |
User accepted a task to make an outbound call on behalf of a service, but aborted it. |
| 14 | Outbound Destination Not Reached | Destination Unreachable | Not Accepted |
User accepted a task to make an outbound call on behalf of a service, but the destination did not respond in time. |
| 15 | Outbound Destination Declined | Destination Unreachable | Not Accepted | User accepted a task to make an outbound call on behalf of a service, but the destination did reject the call. |
| 16 | Marked as Handled | HandledByUser | Accepted | User marked Email session as handled without any other action (e.g. no reply or forward). |
| 17 | Forwarded | HandledByUser | Accepted | User forwarded Email to any other email destination. |
| 18 | Internal Transfer Failed | Transfer Failed | Accepted | User blind transfer attempt to a service line or Nimbus user fails (e.g. user declines or target service has respective modality disabled.) |
| 19 | External Transfer Failed | Transfer Failed | Accepted | User blind transfer attempt to a non service line, external user or phone number failed (e.g. user declines, etc.) |
Distribution Algorithm
The distribution ordering algorithm determines how a task was distributed to a user, either preferring task queue duration or qualification.
Id |
Name |
|---|---|
| 1 | Longest Idle |
| 2 | Best Qualified |
🔍 Also see Distribution Order and Skills and Responsibilities.
Distribution Type
Describes in which way the call was sent to the user.
Id |
Name |
|---|---|
| 1 | Direct |
| 2 | Broadcast |
| 3 | Pickup |
| 4 | Pickup Through Transfer |
| 5 | Direct Conference |
| 6 | Pickup Conference |
🔍 Directly relates to the "Queue" Workflow Activity which defines Distribution Type setting.
Modality
Describes the modality (communication channel) of handled tasks.
Id |
Name |
|---|---|
| 0 | Used for Data Aggregation (not modality-specific) |
| 1 | Audio / Video |
| 2 | Instant Messaging |
| 3 | External Tasks |
| 4 |
🔍Note that Data Aggregation is done in specific time intervals per modality in both Service and User sessions.
Task Type
Describes the type of a task.
Id |
Name |
TaskDirectionId |
IsService |
TaskTypeGroupId |
|---|---|---|---|---|
| 0 | Inbound Service | 1 | TRUE | 1 |
| 1 | Call on Behalf | 2 | TRUE | 2 |
| 2 | Outbound Service Call | 2 | TRUE | 2 |
| 3 | Inbound Direct | 1 | FALSE | 3 |
| 4 | Outbound Direct | 2 | FALSE | 4 |
🔍 Also refer to the "Tasks" tab in Slowly Changing Dimensions.
Transfer Session
Describes Transfer Session source and targets and results
|
TransferSessionDestinationTypes
|
TransferSessionTypes
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UserTransferActionTypes
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TransferSessionOutcomes
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User State Type
Describes the status of the user, defining the ability to handle tasks.
Id |
Name |
|---|---|
| 1 | Offline |
| 2 | Off Duty |
| 3 | Selectable |
| 4 | Not Selectable |
| 5 | Ringing |
| 6 | Connected |
| 7 | After Call Work |
🔍 Also refer to User States.