To understand Parallel Task handling in Nimbus requires a clear distinction between a “Parked” and “On-Hold” task1 status:
-
Parked Tasks remove the user from the call and exclude
park timefromconnected time. -
On-Hold Tasks keep the user on the call and include
hold timeinconnected time. - Both states block the user from receiving new Nimbus tasks unless Task Parallelization is enabled in the General User Settings for the respective modality.
- Both overall task limits and modality-specific limits can be configured per user. When either limit is reached, no more parallel tasks are distributed, even if all other tasks are “parked”.
☝ Note: This comparison covers the Parked and On-Hold states specifically – i.e. tasks the user has temporarily stepped away from. A Connected (active) task can also be non-blocking, independent of parking: for Instant Messaging, Email and External Tasks, the service configures per modality :
- whether an active task blocks further distribution, …
- blocks everything except Audio/Video, …
- … or doesn't block at all.
- Audio/Video tasks always block while active.
🔎As Nimbus creates Reporting Sessions for each task, Parking and Holding actions affect the reported KPIs and User States differently. The following table outlines some key aspect differences, using an Audio/Video call as example:
| Aspect | Parking | Holding |
|---|---|---|
| User Intention | To pause a Nimbus task while being free for other – non-Nimbus related tasks or MS Teams calls. | To get a timely response and temporary mute the customer, e.g. to clarify something during a call. |
| Nimbus User State |
|
|
| MS Teams User Session Status |
|
|
| Nimbus Reporting and Nimbus KPI Calculations |
|
|
| Transcription | The transcription session will be interrupted while Parking. The transcription bot will re-join when session is unparked. | The transcription session persists while Holding. |
| Supervision | An ongoing supervision session will be interrupted while Parking and will NOT restart on unpark. | The supervised session cannot be put on hold. |
| Customer Side | No differences for the customer: Will hear waiting music until the call is resumed. |
|
1 It's worth noting that “task” in this context can be understood synonymously with “call”. A task can technically mean any modality & related interaction between Customer and Service (e.g. an IM chat, email, call, external task). A lot of the MS Teams specific UI interactions are skipped in this case and the parked task can resume immediately.