My Sessions is your personal task workspace in the Nimbus Portal. It shows the conversations you are currently handling together with all the side panels (widgets) your service owner has switched on for you. This page explains the layout, what each widget does, and the task-capacity indicator at the top of the page.
🔍 How My Sessions displays information
- My Sessions auto-switches to a new conversation whenever a new Nimbus task arrives for you.
- The tasks can be from multiple services
- Information updates accordingly to what your Administrator / Service owner has configured.
- The information keeps showing for terminated tasks and during After-Call Work (ACW) as part of a history.
PRECONDITIONS
✅ Licensing
- Enterprise Routing Contact Center – Features showcased on this page are enabled via Extensions Service Settings and Companion Service Settings – e.g., additional widgets for Codes, Tags, Session Details, Maps and the embedded Conversation Context.
- Advanced Companion features like Transcription, Live Caption and Summarization require an additional license on users. Also refer to Nimbus Features for the full feature/licensing matrix.
✅ Configuration and integration setup
My Sessions displays the task queue and lets you handle tasks from multiple services. Features can be enabled or disabled individually per service in that service's Extensions Service Settings. Prior configuration is therefore required users Admin Roles or the service owner.
Learn more…
My Sessions is composed at the service level, not the user level. Each Nimbus service decides which widgets are shown and which conversation-context items are exposed. When you handle a task for that service, My Sessions renders exactly the layout configured by its service owner. The diagram below shows the relationship.
✅ Step 1 – Configuration (Admin & Service Owners in tandem): Embedded Conversation Context, Codes and Tags act as individually defined items, partially managed in the Administrator-managed Configuration. They may not show as options in Service settings until provided by a Tenant Admin1.
✅ Step 2 – Individual Service Settings (Service Owners): Service Owners may freely enable or disable (already licensed) Features and Configuration Items within the "My Sessions" section of Extensions Service Settings and Companion Service Settings respectively.
✅ Step 3 – User-level limits (Admin): The task-capacity indicator at the top of My Sessions is driven by the General User Settings > Task Parallelization setting. Admins enable Task Parallelization on the user profile and configure the per-user "Max parallel tasks" total and the per-modality sub-limits. 💡Users without this setting see the classic Available / Not Available indicator only.
✅ Step 4 – Integration with other Systems (Admin only): The Session Details widget shows context Parameters during ongoing sessions. This data relies on external systems and is only retrieved when the Nimbus Power Automate Connector is configured (e.g. to retrieve caller details from a CRM, O365, SharePoint list)2.
1🔎 Also see Use Case – Defining and Using Conversation Context and Use Case – Defining and Using Codes.
2🔎 Also refer to our ever-growing List of Use Cases for step-by-step integration scenarios.
💡 Good to know: when an incoming caller is not recognised or the integration is not working, only the known call details (PSTN/UPN) are shown and other fields are left blank.
My Session Details
💡 The "My Sessions" view is individual to each user. Content is shown based on the following factors:
- Multiple Service Queue / Task Priority – when a customer is calling any of the services you are a part of, My Sessions always shows new tasks on top. This forms a queue that organises your tasks by urgency.
- Task History – the My Sessions tab remains dormant when you are not part of any ongoing Nimbus task. You can always inspect previous sessions by clicking the task cards on the left-hand side, e.g. to finish After-Call Work (ACW).
- Individual Configuration – your personal view of My Sessions may differ significantly from the screenshots on this page. Because the configuration is done per service, features and details may differ per task.
- External System Dependencies – available caller context and details depend on Address Books, your tenant user directory and the Microsoft Power Automate Connector. Tenant Admin rights are required to set this up.
Task Capacity
A header at the top of My Sessions shows how many task slots you have used and how many are still available. It updates as tasks arrive, are parked or are closed, so you can tell at a glance whether you can still take on more work — both overall and per modality.
✅ Precondition: The task capacity header is only shown when Task Parallelization was enabled for your user. Otherwise, the classic Available / Not Available indicator remains in place.
🔎 How task capacity slots interact:
- One task is active at a time. Multiple tasks may be assigned to you (up to your configured limits), but only one is the active conversation. To switch to another task — or to accept a new one — you first park the currently active task.
- Total limit + per-modality limits. A new task is only distributed to you when both your overall Total Task Limit and the matching per-modality limit (Audio/Video, IM, Email, External) still have a free slot. 💡Your overall task limit can be lower than the sum of the per-modality limits.
What the header indicator shows
| Indicator state | What you see | What it means |
|---|---|---|
| Slots available | Nimbus-purple pills, e.g. 2 / 5
|
You can still accept further tasks. The number reflects your limit for one modality. |
| Modality limit reached | One modality pill turns red, e.g. the IM pill is at 2 / 2
|
You can accept tasks, but one channel (chat, email, audio/video, …) is full. New tasks of that modality won't be routed to you until one closes. |
| At full capacity | Total counter and turns red, e.g. 5 / 5
|
You cannot accept any new tasks. Existing tasks must be closed or transferred before more can arrive. |
| Indicator hidden | (header without capacity) | Task Parallelization is not enabled for you. The classic Available / Not Available indicator still applies. |
💡Good to know: Task Capacity in the Nimbus UI
- The same capacity indicator is shown on My Overview, Attendant Console, Assistant (both Portal and App).
- If you are a service owner or teammate, the same indicator also appears next to other users' names so you can tell how busy they are without opening Live View.
Sessions list
My Sessions shows your active (currently connected) tasks as “Sessions” at the top, followed by your parked tasks, and your historical tasks, including those with unfinished After-Call Work (ACW) work. Selecting a task opens the detail panel and the widgets configured for the service where this task originated from.
💡Note for your active sessions:
- Active sessions are always on top. The currently connected task is the one whose widgets you see in the right-hand pane.
- Parked sessions are grouped by modality — in order: audio/video, instant messaging, email/external task — and within each modality the longest-parked task appears first.
💡Pending Message: A small red dot on the My Sessions menu entry signals an unread chat message in a parked IM conversation.
Widget Overview
My Sessions consists of dynamic widgets that appear in various configurations depending on the – active or historical – session. The details inside those widgets depend entirely on the service the current task belongs to. The list below covers every widget a service owner can switch on for My Sessions within their service settings.
| Widget Name | What it shows the user | Enabled in |
|---|---|---|
| Session Details |
Caller name, phone number, service, queue/ring/connected times, result, and any selected System Fields and Parameters. 💡Parameters with |
Extensions Service Settings → Session Details |
| Map | Geographic map of the caller's location, when a location parameter is configured. | Extensions Service Settings → Map |
| Codes & Tags | Dropdowns for Primary and Secondary code selection plus free-text tags with auto-suggestions. | Extensions Service Settings → Codes / Codes & Tags widget |
| Conversation Context | Multiple ordered context items (e.g. CRM lookup, knowledge article) chosen by the service owner. | Extensions Service Settings → Conversation Context |
| Embedded Context | A single Conversation Context item rendered inline on the page instead of as a separate tab. | Extensions Service Settings → Widgets → Embedded Context |
| Companion | Service-specific assistant content (chat composer, formatting, character counter, notification counter for IM). | Companion Service Settings |
| Transcription | Live, scrolling transcript of the ongoing call. For outbound calls an eligibility indicator shows whether transcription is available for that specific call. | Extensions Service Settings → Transcription |
| Live Caption |
Real-time captioning of the ongoing call for accessibility.
|
Extensions Service Settings → Live Caption |
| Summarization |
AI-generated summary that appears after the call ends.
|
Extensions Service Settings → Summarization |
Modality-specific behavior
My Sessions adapts to the type of task that is currently active. The conversation controls, the layout of the chat composer, and the available actions differ per modality.
✅ Recommended follow-up reading:
Learn more about by visiting the corresponding pages for each modality:
Task results
When a task (Session) ends, My Sessions displays the result when you click on the entry in the Session History. The table below covers the results most commonly visible task results. 💡Your My Sessions may not show all of these results, the full context is however revealed in the Sessions List and for Nimbus Reporting.
INC Task Result Legend
| 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. |
🔎 Related concept: These results are part of the Nimbus Reporting Model > Static Dimensions > “Service / User Sessions Outcomes”.
Store Context Data (in Transfers)
An administrator can enable Store Conversation Context Data on a service so that parameters and context items collected during a task are persisted for later reuse (transfer, reporting, audit).
INC Store Context Data
GDPR After a service task has concluded, any historic session and customer context data – e.g. as shown in the My Sessions widgets – will by default not be stored by Nimbus.
While disabled:
⮑ the "Session Details" of any historic task records will show “Not Available” instead within My Sessions and Historical Sessions.
⮑ Previous custom Parameters / and Conversation Context items (e.g. Customer details or URLs dynamically retrieved and formed via Nimbus Power Automate Connector) will not resolve or open correctly anymore.
This storage behavior can be changed by enabling the “Store Conversation Context Data” in Extensions Service Settings:
☝ Note that the “Store Conversation Context Data” option is disabled by default as potentially sensitive caller data can appear in historical records and seen by Administrators (e.g. via Sessions List). Therefore…
- … read the consideration below to understand its effects.
- … note that this setting has no retroactive effect, so only the data collected after enabling the feature will get stored for the retention period.
- … note that the setting must be enabled individually per service (OPT-IN).
🤔What happens when I enable this?
☝Task information / Session detail data is stored per service session on call termination (either transfer by workflow or user).
- Within the UI of My Sessions and Historical Sessions
- Custom (user created) Parameters
- System Fields and Parameters (both “Custom” and "System" parameters like Call ID, Service UPN, etc.)
☝ Restrictions on concluded sessions (e.g. within My Sessions) apply as follows:
- ... the "Embedded Context widget" will resolve with the currently configured URL with a previously saved call information. This means that also historic sessions will use the link currently configured in the Extensions Service Settings .
- ... the separate "Open Context" link remains clickable if at least one Conversation Context URL is currently configured.
- ... the "Session Details" widget will still show Custom and Customer parameters if available.
☝ Not stored (regardless of setting) are:
- Default "My Session Parameters" user data is not stored as it is always retrieved dynamically from the internal user directly of your Tenant.
🤔What happens in service transfer scenarios?
Nimbus always stores live context on transfer to services (either initiated by workflow or user). The "Store Conversation Context Data" option will have no impact there.
☝ However, enabling the "Store Conversation Context Data" setting will cause such live context data to be stored as historical record after call termination. This also applies on each transfer between services, creating a historical record entry for each service that has the setting enabled.
In an example transfer scenario this may cause historical data to “accumulate” between services, as data gets updated and appended.
Example - Transfer from Service A to B to C:
| Parameter | Service A ► transfer to | Service B ► transfer to | Service C |
|---|---|---|---|
| Customer Name | John Doe | John Doe | John Doe |
| Spoken Language | German | <Not Relevant> | <Not Relevant> |
| Gender | <Not Relevant> | Male | <Not Relevant> |
| Ticket ID | #1111 | #3151 (overwritten Ticket Parameter) | <Not Relevant> |
| “Store Conversation Context Data” enabled | ✅ | ⬜ | ✅ |
| Stored Historical Sessions data shown | John Doe (1) German Not used #1111 |
John Doe (1) Not available (not stored) Not available (not stored) |
John Doe (1) German (from Service A) Male (from Service B) #3151 (from Service B) |
(1) The user name will always be resolved from a UPN / PSTN when it was found within the existing O365 user directory.
🤔How long is data being stored?
Caller info is updated on a “terminated” workflow Trigger Events and stored for a maximum of 30 days for the last available service session (in case of transfers). Conversation Context data will also be stored for failed, aborted or “killed” calls.
☝ Note: After 30 days the data is cleared. This also happens when either the Service or Tenant is being unprovisioned (removed from Nimbus Clusters) while Uninstalling Nimbus.
🔍 Whitepapers: You can also learn more about the data retention policy in our whitepapers, available in the Documents section.
⮑ Customer-Side Backup responsibility: If you wish to store mission-critical or personal session data permanently, you need to do so during an active session and within a system of your choice (e.g. a CRM or Database).
Related articles
- Extensions Service Settings — admin counterpart to this page
- Companion Service Settings
- Nimbus Features — feature/licensing matrix
- Sessions List — historical view of completed tasks
- Conversation Context
- Codes · Tags
- Transcription · Summarization · Assistant
- After-Call Work (ACW) · RONA
- Outbound · Call on Behalf
- Audio/Video · Instant Messaging · Email · External Task
- System Fields and Parameters
- Use Case — Defining and Using Conversation Context
- Use Case — Defining and Using Codes