The "My Services" 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. (lightbulb) This does not affect your MS Teams presence.
  • As team owner: Manage settings and other service member activity. 
  • Make Outbound Service Call / Call On Behalfs when enabled in the service settings.

"My Teams Tab" - Example View

(lightbulb) 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.

My Services details

The following elements and controls are available:

NameDefinition

Service Name

(Header)

Allows you to toggle your availability individually for each service. (lightbulb) The header will be shown 

As service owner you also have access to Service Settings.
When configured in the Distribution Service Settings you can also make an Outbound Service Call / Call On Behalf, speaking on behalf of this service.

In Queue / Available

(Data widgets)

  • Shows count of currently queued tasks for that team.
  • Shows count of currently available team members.

(lightbulb) Functionality of these elements is the same as on Personal Dashboards and other views.

Queue

(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 when servce uses a Workflow with a "Pickup" queue time activity)

A queue with PSTN, resolved name and anonymous caller


External influences on the queue

The following factors may influence your queue:

  • The maximum Queue time is reached and the task is either removed or forwarded to a different service, as defined per Workflows.
  • Tasks with a higher priority have entered the queue. This can be determined by Queue Activities in a workflow, e.g. a user with an emergency or high-priority issue.
  • In entries with "Pickup" controls enabled (in Workflows) other users may pick up a call, removing it from your Queue as well.
  • Callers have hung-up on their end, removing the call from th Queue.

User List and "Active" toggle

(List with toggles)


Shows the team user active state and availability for calls. 

  • 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.
  • With "Service Owner" Roles you can override this "Active" status of your team. → This will immediately synchronize their own Nimbus "Active" status toggle.

(info) Depending on "Active" and available users, the "Available" users widget counter updates as well. Note that several layers of User States are taken into consideration to determine if a user is "Available" to take calls.

User States

For its Reporting Model Nimbus distinguishes sessions by various user presence states (call, task, duty, presence) - or just user states for short. Whether or not a user is in – or can transition into – a certain state is determined by the following factors:

FactorDefinition / ConditionNimbus-Tracked User State

Call Status


Reserved and blocked for a Nimbus task.
Not Available Reason
Shown as User changes MS Teams presence (manually or idle).		RONA (Redirect on No Answer)
User flag after not responding to a task, blocked for the next tasks.

Ringing
User reserved for new task, but has not accepted yet

Connected
User accepted task, is blocked by it		ACW (After Call Work)
User has an fixed (optionally extensible) time to complete work after a call.

Task Selectability


Available for a Nimbus task.
Set to " Active " in any Teams-Based Nimbus service


Selectable
This includes Busy/Selectable and Away/Selectable		Not Selectable
User not available due to the presence state OR set "inactive" for all Nimbus teams

Duty State


Has an active Nimbus responsibility profile selected.
The profile is contains fitting skills and responsible skill-based services.


OffDuty
"OffDuty" responsibility profile		Duty
Any "Duty" type responsibility profile selected by the user.

Presence in MS Teams


Online (includes Busy/Selectable and Away/Selectable) as defined per Service-individual distribution Service Settings.OfflineOnline

← Busy/Away →
Can either be selectable or not (determined per Service Settings)

Pagination

(Footer controls)

Allows you to switch to additional pages showing more teams if the current view area is not sufficient. 

"My Sessions" Tab Elements