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. 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.
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:
Allows you to toggle your availability individually for each service. The header will be shown
In Queue / Available
Functionality of these elements is the same as on Personal Dashboards and other views.
(List with pending tasks)
Contains columns for:
A queue with PSTN, resolved name and anonymous caller
External influences on the queue
The following factors may influence your queue:
User List and "Active" toggle
(List with toggles)
Shows the team user active state and availability for calls.
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.
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:
Allows you to switch to additional pages showing more teams if the current view area is not sufficient.