The "Services Overview" tab is a quick and easy way to interact within multiple teams simultaneously, acting either in your role as team owner or team member. From here you can:
Quickly "Pick Up" calls from any incoming service queue (when Workflows of that service are configured accordingly).
Toggle your service activity On/Off, which also sets the Queue display inactive. 💡 This does not affect your MS Teams presence.
As team owner: Manage settings and other service member activity.
💡The screenshot below is an example. Depending on your user role as well as the amount of services and each Service Type in your view may be different. All possible available columns are explained in the table below.
Services Overview details
The following elements and controls are available:
Services Overview elements
Area
Definition
Header
(Service Name with additional Controls)
Active Toggle
USER As MS-Teams based service user you can toggle your own availability individually for each service.
💡 Not available on skill-based services, on which you control your availability via Duty States using either Portal or standalone Assistant.
Shows count of currently queued tasks for that team.
Shows count of currently available team members.
💡 Functionality of these elements is the same as on Personal Dashboards and other views.
Queue List
(List with pending tasks)
Contains columns for:
Source (incoming caller name, if resolved anonynmous otherwise)
Queue time (longest-waiting tasks on top)
Distribution level (visible only for Contact Center services with Distribution Policies applied)
Pickup controls (visible only when this service uses a Queue Activities activity with a "Pickup" type)
Queue example with PSTN or a resolved user name and pickup enabled
EXTERNAL INFLUENCES ON THE QUEUE
There are several influences on your queue:
The maximum Queue time is reached. Tasks are either removed or forwarded to a different service, as defined per Workflows. In this case you may not see this task anymore.
Tasks with a higher priority have entered the queue. This can be set by Queue Activities in a workflow, e.g. a user with an emergency or high-priority issue.
On Tasks with "Pickup" controls enabled (in Workflows) other users may pick up a call, immediately removing it from the Queue as well.
Callers have hung-up on their end, removing the call from the Queue.
🔍 Note that any task resolution has impact on your Reporting and daily Dashboard metrics.
User List
(List with toggles and presence indicators)
Shows the user state and general availability for calls.
A user list for an MS-Teams (left) and skill-based (right) service
🔍 This list indicates several layers of user availabilty, which can be different per Service types.
MS Teams Presence indicator
(directly on user avatar)
Reflects the user's presence in MS Teams. Note that certain services can still distribute tasks when a user is away or busy, as configured by Distribution Service Settings
Determines the user's availability to take calls. Only when "Available" a user is considered for task distribution.
🔍 Note that User States depend on various factors, e.g. MS Teams presence, Profile, Skills, "Active" toggle.
Learn more...
User States
For its Reporting Model Nimbusdistinguishes sessions by various user state factors (Teams Presence, Duty State, Task Selectability, Call Status). These factors layer upon each other, meaning that
Set to "Active" in any Teams-Based Nimbus service or
In a "On Duty" profile for Contact Center services.
"Selectable" state This includes Busy/Selectable and Away/Selectable
"Non-Selectable" State, either because: ⬆️ User is not available either due to the Presence state in MS Teamsor set "inactive" for all Nimbus teams or
⬇️ ... any existing or previous Call Status marks the user as "Not Selectable
Call status
Reserved and blocked for a Nimbus task.
Any of these status flags occur during or after a call and prevent selection for further tasks until resolved.
Not Available Reason Requested as the user changes MS Teams presence (manually or from idle).
Active Toggle
"Active" toggle controls are available for each service. When set to "On" any user account (including your own) is considerred for a service and can receive tasks while in an available User State.
💡 Notes:
Your own On/Off toggle is identical to the one in the Service header. → The color of the respective services header changes between grey or green, depending of your own "Active" status. The service itself continues to operate.
With "Service Owner" Roles you can override this "Active" status of your team members. → This will immediately synchronize their own Nimbus "Active" status toggle in all parts of the Nimbus UI.
In skill-based services, this control is disabled. → Also see "Distribution Level" column description below.
Distribution Level r
✅ Note that skill-based distribution is a Contact Center Nimbus Feature.
Depending on configuration Nimbus services can distribute tasks based on Skills and Responsibilities among users who fulfill the requirements.
The distribution level is defined via Distribution Policies , determining, on which level of escalation a user is considered for tasks.
Users can switch between responsibility profiles at any given time. This directly affects their overall Duty State (on or off-duty) and availability per Distribution Level.
🔍 Learn more about this by reading about the Task Distribution Order in Nimbus.
Users can switch between Duty States (Responsibility Profiles), determining their availability to skill-based services
Pagination
(Footer controls)
Allows you to switch to additional pages showing more teams if the current view area is not sufficient.
"Selectable" state
