| Voicemail | Conversation was recorded by workflow as a voice message. |
|---|---|
| Hangup before Accept | Customer hung up before Nimbus could answer the call |
| Hangup in IVR | Customer hung up during announcements or IVR prompts before the call entered the queue |
| Hangup in Queue | Customer hang up the call during the time the task was queued |
| Hangup in IVR after Queue | Session left the waiting queue and then Customer hung up during the following announcements |
| Hangup by Workflow | Workflow has performed the disconnect of a session |
| Accepted by User | A Nimbus user has answered the call |
| Reachability SLA | KPI metric, percentage of queued tasks handled by Nimbus users |
| Acceptance SLA | KPI metric, percentage of tasks accepted in waiting queue within the defined SLA interval |
| Hangup SLA | KPI metric, percentage of calls that the Customer hung up in waiting queue before the defined SLA interval had elapsed |
| Transferred by Workflow | Workflow executed the transfer action |
| Transferred by User | User executed the transfer action |
| Transfer failed | Workflow or User tried to execute the transfer action but it didn't succeed |
| Destination Accepted | Outbound Task / Calls on behalf: the callee (destination) has accepted the call |
| Destination Declined | Outbound Task / Calls on behalf: the callee (destination) has declined the call |
| Destination Not Reached | Outbound Task / Calls on behalf: the callee (destination) did not pick up in time |
| User aborted | Outbound Task / Calls on behalf: Aborted by user during dialout |
| Lost In Queue | Outbound Task only: When max queue time reached |
| Cancelled by External System | External Task only: Task was cancelled via Dashboard widget or Power Automate |
| Marked as Handled by User | Email only: Task was marked as handled by Nimbus user |
| Marked as Handled by Workflow | Email only: Task was marked as handled by Nimbus workflow |
| Standby Duty Accepted | The call was accepted by a number from the list of Standby Duty numbers. |
| Callback Scheduled | An inbound call ended and Nimbus successfully scheduled an outbound callback for the customer, via the “Initiate Callback” Conversation Handling Activity. The outbound callback itself is tracked as a separate task, with its own Outcome (e.g. Destination Accepted, Destination Not Reached). |
🔎 Related concept: These results are part of the Nimbus Reporting Model > Static Dimensions > “Service / User Sessions Outcomes” .