🔎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. |
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| Picking up while connected | Pressing Pickup while already connected to a non-blocking task automatically parks that connected task, letting you switch straight to the picked-up one. Existing Pickup eligibility rules (skills, responsibility, Distribution Type) and task limits still apply — Pickup remains unavailable once your capacity is used up. → See "Parallel Task Handling" and "Park Task Automatically When Picking Up a Pickup Task" on the Task Parallelization page. | |
| 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. |
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| 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. |
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