Queue Activities

Queue

Audio / Video External Task

Puts a task into the queue for the dedicated service line. Lasts until either of the following Activity is met:

  • Voice message
  • Transfer
  • Cancel task
  • Disconnect call

The following user-side actions also end the task:

  • hangup by customer 
  • accepted by user 

✅ Required Predecessor:  Accept Conversation

Configurable Properties Description

Distribution Type

 

Distribution Types

Distribution Type Description When to Pick
Broadcast

Rings users simultaneously, selected in a batch size of 10 longest-idle users. The first user to pick up the call via Microsoft Teams will handle the task.

💡Does not apply RONA status as it would otherwise flag the entire user batch size.

Achieves a higher visibility, but the ringing call sets 10 selected agents as "Not Available", not allowing further calls to be distributed to them in the meantime. Makes little sense in high-speed scenarios when the agents are dedicated only to the client to accept calls within a few seconds.

Situationally for very large teams where high-volume call handling is more important than equal work distribution.

Direct Will distribute tasks directly to team members, prioritizing the longest idle (active) team member. RONA time is adjustable. No further actions are necessary aside from accepting the call via Microsoft Teams. 

The call with the selected team member is first established via a Teams peer-to-peer call, before it gets escalated to the regular Nimbus conference session.

Useful if you have "Busy on Busy" features enabled for your users. Otherwise slower than "Direct Conference" and generally not recommended. 

Direct Conference 🌟

 

Same distribution as "Direct", but in this mode, the selected team member is directly invited to the Nimbus conference session, allowing them to join much faster and be able to talk to the original caller sooner.

🌟 Our General recommendation for most services. Ensures faster handling of calls without blocking too many users at once for the same ringing call.

🔍 Conference invitations get cancelled if a task was aborted (e.g. Hangup by User, Queue left, Max Wait Timeout Reached ). → See Nimbus Reporting Model.

Pickup ☝ Will show extra "Pickup" controls in the Tasks list of the called team. A call session will be directly established without further intervention, and no further call reporting is possible after this point. If the Nimbus user is unavailable or the session is otherwise ended the call will be lost.

In small teams (e.g. volunteers) where it's acceptable to lose a call and reporting data isn't as important.

☝ Pickup by itself does not allow call transfers as Nimbus has no further control over the session.→ If you want to use Pickup with transfer, use "Pickup with Adjustable RONA" or "Pickup Conference" instead.

☝ KNOWN ISSUE: In a Contact Center Service Type scenario the "Pickup" option is an unsupported Nimbus Feature. Any "Pickup" interaction is undesirable in Contact Center scenarios, as Distribution Policies automatically handle call distribution with minimal UI interaction. When Contact Center service workflows still have the "Pickup" distribution type configured, calls are shown in the queue, but without the pickup button. → While configuring your Contact Center service, use the "Direct Conference" option in your workflows instead.

Pickup with Adjustable RONA Same as Pickup, but with adjustable RONA. A call session that is not accepted (after "Pickup" is clicked) within the given RONA time can be re-inserted into the task queue or handled otherwise.
Pickup Conference Same as "Pickup with Adjustable RONA", but will directly invite the agent to the Nimbus conference session, allowing them to join much faster and be able to talk to the original caller sooner.

Best performance of all "Pickup" types. Unanswered calls can be re-inserted into the queue and no reporting data is lost. Suitable for scenarios in which the agents can keep an eye on the app. Or to "park" calls in a queue so that other calls can be answered first and then the parked call can be retrieved from the waiting queue.

🔍 Conference invitations get cancelled if a task was aborted (e.g. Hangup by User, Queue left, Max Wait Timeout Reached ). → See Nimbus Reporting Model.

 

Conditional Options

(shown based on "Distribution Type")

Description
Adaptive Cards          
(toggle) 

✅ Requires a "Pickup" Distribution Type to be set.

Enable this for Adaptive Cards to be created automatically within the Service chat channel in MS Teams.

🔍 Adaptive cards will update with the call information. Team members can also opt to pick up calls, listen to voice recordings or mark the call as handled within the card itself.

RONA          
(toggle, default 00:00:30) 

Applies a RONA status flag whent he timeout for the current "Queue" Activity is reached.

🔍 This setting relies on "Distribution Type" chosen. If not available the RONA timeout is either hard-coded (field greyed-out) or the "Calling / Queue Timeout" settings apply instead. → Also refer to "Distribution Type" above for more info on RONA.

💡 RONA status will not apply to "Broadcast" distribution type setting.

RONA Timeout Specifies the time the system uses to ring a team member, then switches to the next available user in the queue. 
Max Queue Timeout          
(default 00:01:00)
Waits for the specified time, then uses the "Max Queue Timeout Reached" exit node.
Playlist

Sets a waiting playlist for to the caller while in queue.

🔍 Playlists and Resources (music) can be added and defined in the Configuration.

Queue Task

Enterprise Routing Contact Center  Audio / Video External Task Instant Message

Puts a task into the queue for the dedicated service line. The caller will hear wait music. Allows further interactions when paired with "Check Task" and "Cancel Task". 

🔍 Why pick this over the "Queue" activity?

While the default "Queue" activity will simply wait until the end criteria is met, the "Queue Task" activity allows for finer control.

For example you can: 

  • Define workflow branching paths with the "Check Task" activity – at any point while the task is still "Queued"
  • Inform the user about ongoing connection attempts while wait music plays and continues to play after.
  • Specifically react to call with more control – e.g. only using the "End Task" activity once certain other steps have been performed.

💡 You can find examples on how to use the "Task" type activities in our Workflow Templates.

 

 The following user actions end this task

  • hangup by customer 
  • accepted by user 

Required Predecessor:  Accept Conversation

Configurable Properties Description Audio / Video Description Instant Message
Distribution Type

 

Distribution Type Description When to Pick
Broadcast

Rings users simultaneously, selected in a batch size of 10 longest-idle users. The first user to pick up the call via Microsoft Teams will handle the task.

💡 Does not apply RONA status as it would otherwise flag the entire user batch size.

Achieves a higher visibility, but the ringing call sets 10 selected agents as "Not Available", not allowing further calls to be distributed to them in the meantime. Makes little sense in high-speed scenarios when the agents are dedicated only to the client to accept calls within a few seconds.

Situationally for very large teams where high-volume call handling is more important than equal work distribution.

Direct Will distribute tasks directly to team members, prioritizing the longest idle (active) team member. RONA time is adjustable. No further actions are necessary aside from accepting the call via Microsoft Teams. 

The call with the selected team member is first established via a Teams peer-to-peer call, before it gets escalated to the regular Nimbus conference session.

Useful if you have "Busy on Busy" features enabled for your users. Otherwise slower than "Direct Conference" and generally not recommended. 

Direct Conference 🌟 Same distribution as "Direct", but in this mode, the selected team member is directly invited to the Nimbus conference session, allowing them to join much faster and be able to talk to the original caller sooner.

🌟 Our General recommendation for most services. Ensures faster handling of calls without blocking too many users at once for the same ringing call.

🔍 Conference invitations get cancelled if a task was aborted (e.g. Hangup by User, Queue left, Max Wait Timeout Reached ). → See Nimbus Reporting Model.

Pickup ☝ Will show extra "Pickup" controls in the Tasks list of the called team. A call session will be directly established without further intervention, and no further call reporting is possible after this point. If the Nimbus user is unavailable or the session is otherwise ended the call will be lost.

In small teams (e.g. volunteers) where it's acceptable to lose a call and reporting data isn't as important.

☝ Pickup by itself does not allow call transfers as Nimbus has no further control over the session.→ If you want to use Pickup with transfer, use "Pickup with Adjustable RONA" or "Pickup Conference" instead.

KNOWN ISSUE In a Contact Center Service Type scenario the "Pickup" option is an unsupported Nimbus Feature. Any "Pickup" interaction is undesirable in Contact Center scenarios, as Distribution Policies automatically handle call distribution with minimal UI interaction. When Contact Center service workflows still have the "Pickup" distribution type configured, calls are shown in the queue, but without the pickup button. → While configuring your Contact Center service, use the "Direct Conference" option in your workflows instead.

Pickup with Adjustable RONA Same as Pickup, but with adjustable RONA. A call session that is not accepted (after "Pickup" is clicked) within the given RONA time can be re-inserted into the task queue or handled otherwise.
Pickup Conference Same as "Pickup with Adjustable RONA", but will directly invite the agent to the Nimbus conference session, allowing them to join much faster and be able to talk to the original caller sooner.

Best performance of all "Pickup" types. Unanswered calls can be re-inserted into the queue and no reporting data is lost. Suitable for scenarios in which the agents can keep an eye on the app. Or to "park" calls in a queue so that other calls can be answered first and then the parked call can be retrieved from the waiting queue.

🔍 Conference invitations get cancelled if a task was aborted (e.g. Hangup by User, Queue left, Max Wait Timeout Reached ). → See Nimbus Reporting Model.

Only "Direct" Distribution

Conditional Options

(shown based on "Distribution Type")

Description Description
Adaptive Cards        
(toggle) 

✅ Requires a "Pickup" Distribution Type to be set.

Enable this for Adaptive Cards to be created automatically within the Service chat channel in MS Teams.

🔍 Adaptive cards will update with the call information. Team members can also opt to pick up calls, listen to voice recordings or mark the call as handled within the card itself.

Not applicable.

RONA        
(toggle, default 00:00:30) 

Applies a RONA timeout for the current "Queue" Activity.

🔍 This setting relies on "Distribution Type" chosen. If not available the RONA timeout is either hard-coded (field greyed-out) or the "Calling / Queue Timeout" settings apply instead. Also refer to "Distribution Type" above for more info on RONA. 

Not applicable.
RONA Timeout Specifies the time the system uses to ring a team member, then switches to the next available user in the queue.  Specifies the time the system uses to reach the target user for chat, then switches to the next available user in the queue.

Check Task

Enterprise Routing Contact Center  Audio / Video External Task Instant Message

Checks the current state of the task and takes exit paths accordingly.

✅Required Predecessor: Queue Task

Configurable Properties Description
Queue Time Limit       
(toggle)

Enables a time limit for this task.

🔍 Rules in the info box below apply.

Queue Time Limit       
(hh:mm:ss)
Sets the allowed maximum time limit.
Connection Attempts       
(toggle)

Enables an attempt check for this task. (Call ringing or Chat request to any user, counting the total attempts made)

🔍 Rules in the info box below apply.

Connection Attempts       
(number)

✅ Shown when attempts are enabled.

Sets the amount of maximum connection attempts to users.

  • If one "Limit" criteria is met first, the "Limit Reached" exit is taken.
  • The "Limit Not Reached" exist is taken when: 
    • Both options are disabled.
    • There is no task in queue during this step.
 

Cancel Task

Enterprise Routing Contact Center  Audio / Video External Task Instant Message

Cancels a pending task and all ongoing connection attempts

Required Predecessor:  Queue Task

Configurable Properties Description
None ☝ Important: If the task is currently ongoing with an assigned user, the service task is marked as "Abandoned" in Reporting.

Distribution Priority

Contact Center  Audio / Video External Task Instant Message

This activity overrrides the default "Task Priority" (Default: Normal) configured in your within Distribution Service Settings > Task Priority section.

Required Predecessor:  None.

Configurable Property Description Behavior What it looks like
Task Priority
  • Strict*
  • Highest
  • Very High
  • High
  • Normal (Default for Services)
  • Low
  • Very Low
  • Lowest
  • Nothing Else*

* see 🤔

When a new task enters the to the queue, it gets a priority according to the service setting:

  • Tasks are distributed according to your currently applied Distribution Policy (e.g. "Longest Idle" or "Most qualified" users first).
  • The order of Tasks is handled by priority, meaning:      
    • A new task of higher priority over existing tasks will take precedence and be handled as soon as possible.
    • A new task of equal priority will be sorted in below already existing tasks of the same priority, as it entered the queue at a later point of time.
    • A new task of lower priority will be sorted "in-between" higher priority task rounds, using a weighted round robin method. → See chapter below.

🤔 When should I select "Strict" or "Nothing Else" as my priority?

  • "Strict Tasks" will always be put on top of your queue. Use this for Emergency services and important VIP hotlines that always should get precedence over anything else in your queue.
  • "Nothing Else" Tasks will only get distributed when your service queue is empty.

☝ Note that selecting either "Strict" and "Nothing Else" will ignore round-robin distribution. Tasks get lost due to potentially long queue times.

In views with a task list (e.g. My Overview or Personal Dashboards with "Task" widgets) a "Priority" column indicates how high this task is ranked in the queue. With this setting, tasks may now "displace" existing tasks to a new rank.

 

Weighted Round Robin Task Distribution

Due to the rules above, task may "starve" for very long in a queue. An example would be a "Lowest" priority task getting outranked by higher priority tasks. To avoid this, a weighted round robin method is in place to mix in lower-priority tasks, equally distributed amonst available users:

INC Weighted Round Robin Method

Learn more about the weighted round-robin method

The Round Robin procedure distributes the calls in such a way that the ratio between the individual priority levels is always 2:1. Each time another "Round" is started, that round counter is applied to the "weight" of the remaining tasks.

The following example table assumes a configuration with 3 priority levels. There are 21 calls in the queue, with the following priority:

  • 12 calls with priority 1
  • 6 calls with priority 2
  • 3 calls with priority 3

Following the 2:1 rule, the calls are queue over time t as follows:

  1. Round 1: High Med tasks added in 2:1 ratio. No "Low" priority tasks in Round 1 as "Medium" task count outweighs the low task count.
  2. Round 2: High Med Low tasks added in 2:1 ratio. The "Low" priority tasks get a round-multiplier added to their weight, now outweighing "Medium" tasks and thus are added in a 2:1 ratio.
  3. Round 3: Same as Round 1.

🔍 Sources: Weighted Round Robin (Wikipedia Article)Please note that this example only works as long as no new calls are being processed. Calls with strict or no priority are not considered in this rule.

Legend:  Q: Calls in Queue | H: Handled | R: Remaining

 

 

Priority Q H R H R H R H R H R H R H R H R H R H R H R H R H R H R H R
1 (high) 12 2 10     2 8         2 6     2 4         2 2     2 0        
2 (med) 6     1 5     1 4         1 3     1 2         1 1     1 0    
3 (low) 3                 1 2                 1 1                 1 0
Round Counter   Round 1 Round 2 Round 3 Round 4 Round 5 Round 6
Time (t)   t1
tn

 

 
 

Task Priority in "Queue" workflow activites

In a multi-service environment, the "Priority" setting effects your "Distribution Type" setting within a Queue Workflow Activity:

Scenario Setup Outcome Learnings

2 Services A&B using a "Broadcast" Queue Activity setting in their Workflows.

 

 

  • Service A : Broadcast, Calling Timeout - 30, priority "Low"
  • Service B: Broadcast, Calling Timeout - 30, priority "High"
  • Both services pool the same 10 users, Active and Available
  1. A first (low) call to Service A will block all 10 users with the call invitation.
  2. A second (high) call to Service B enteres the queue. All users are still blocked for the 30s timeout.
  3. The first (low) call is declined by 1 user, which then immediately gets the second (high) call distributed. 
  4. All 9 users are still blocked by the (low) call engagement until it is handled.
  5. Only the 1 user finishing the (high) engagement may take the next (high) priority call.
💡 The "Broadcast" Queue setting is fixed to a 10-user batch. In a Priority scenario the first call entering – even if lower priority – may block higher priority tasks.

INTERACTION WITH OTHER SERVICES

  • Since only Contact Center services make use of the priority feature, this activity has no effect on other Service types.
  • In a non- Contact Center service the task priority is reset to the Default (Normal).
  • If the task is prioritized but then transferred, the priority is reset as well and will change according the priority settings of that service.
 

 

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