The "Services Overview" tab is where you act inside the services you are a member or owner of. It is a user-individual view on services.
💡Supervisors: If you need full details (slot counts, per-modality limits, supervisor controls, connected tasks), leverage Personal Dashboards instead.
Overview
On Services Overview you can:
- Get a quick overview on all services you have Portal Role for (to see service users, incoming calls and data)
- Make Calls On Behalf of a service (when “Outbound Conversations” are enabled in Modalities Service Settings)
- Toggle your Activity On / Off per service — independent of your MS Teams presence.
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Check Queued tasks and Available members.
Optionally: Pick Up queued tasks from any service queue (when its Workflows are configured for “pickup” Distribution Types, otherwise tasks are auto-distributed). - Inspect the users for each service, their User States, supported task modalities and remaining capacity for parallel task handling.
- As a team / service owner: access General Service Settings and toggle the “Active” state of each user.
UI Elements
| Area | What it does |
|---|---|
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Header (Service name + per-service controls) |
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In Queue / Available (Counter widgets) |
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Queue List (Pending tasks for this service) |
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User List (One row per service member) |
→ See chapter “User List” below. |
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Pagination (Footer) |
Switches between pages when you are a member of more services than fit in the current view. |
User List
The User List indicates several independent layers of availability, summarized as a User States. They can resolve differently per Service Type — e.g. a user can be "Available" for one service and "Off duty" for another. This is also impacted by each individual Distribution Service Settings.
| Column | What it tells you |
|---|---|
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MS Teams Presence (badge on the avatar) |
Mirrors the user's presence in MS Teams. Some services still distribute to Busy or Away users — controlled per service in Distribution Service Settings. |
| Modalities |
Shows the available modality slots per user:
 💡Note: A modality icon only shows if the service is configured for it within Modalities Service Settings. |
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Task Capacity (info-popup, shown on mouse-over) |
Shows, at a glance, how much of the user's task capacity is already in use.  The popup shows total capacity, plus a breakdown for the modalities the user is configured for:
💡 The Task Capacity column is always visible, even for users who are not enabled for Task Parallelization. Those users have an effective limit of 1 task in total, so their row simply shows a single slot that is either empty (free) or filled (busy). 💡For Supervisors: The amount and supported modalities and capacity are determined by General User Settings. If you need exact slot counts during live operation, use Personal Dashboards instead. |
| User State |
Whether Nimbus considers the user available for task distribution at all. Computed from Teams Presence, Duty State, Skill match, and the "Active" toggle. Open the accordion below for the full factor table. 💡This is a simplified view which does not distinguish a user "On Duty with no skill match" from "On Duty and selectable" — use the Distribution Level column for that. |
| Active toggle |
Per-service On / Off switch. When On the user is considered for tasks (provided their User State allows it).
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| Distribution Level | ✅ Nimbus Feature: Contact Center only. The escalation level at which this user is considered for tasks, set via Distribution Policies and the user's currently selected Responsibility Profile. 🔍 Background: Distribution Order. |
Related Articles
- Nimbus Personal App — your own personal view.
- Personal Dashboards — KPI widgets that include capacity tiles.
- User States — recommended read on Nimbus task distribution, e.g. how Available / Selectable users are determined.