Supported Modalities: Audio/Video|External Task → Also see Limitations below.
Parking describes the process of long-term parking a Nimbus task without reflecting negatively on KPIs, allowing the Nimbus User to temporarily focus on other urgent work. Same as an “On Hold” status, the parked task can then be resumed by the same user.
💡For the Customer there will be no difference being “Parked” or “Put on Hold”, but in a Nimbus context there are notable differences.
💡For the User either “Parking” and putting “On Hold” will be a blocking state, meaning no further Nimbus tasks are being distributed to them.
🔎Learn more: Parking and Holding a task in Nimbus
As Nimbus will treat Parking and Holding of tasks1 differently, it is important to understand the difference between those terms:
| Parking | Holding | |
|---|---|---|
| User Intention | For completing other tasks – not necessarily related to the current Customer, with the intent to get multiple tasks done in parallel. | To temporary mute the Customer and clarify something during this call, with the intent to get a timely response. |
| Nimbus User State |
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| MS Teams User Session status |
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| Nimbus Reporting and Nimbus KPI Calculations |
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| Transcription | The transcription session will be interrupted while Parking. The transcription bot will re-join when session is unparked. | The transcription session persists while Holding. |
| Supervision | An ongoing supervision session will be interrupted while Parking and will NOT restart on unpark | The supervision session persists even while Holding. |
| Customer Side | No differences for the Customer: Will hear waiting music until the call is resumed. |
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1 It's worth noting that “task” in this context can be understood synonymously with “call”. A task can technically mean any modality & related interaction between Customer and Service (e.g. a Chat, Mail, Call, etc.).
Parking in the UI
Nimbus allows to handle Parking from various UI views
My Sessions
Within My Sessions
Park
✅ Precondition: A task / call has been accepted and is shown in My Sessions
- Within My Sessions locate the active task card (green) click on the “Park” button.
- The following results will occur:
⮑ Your session is now “Parked”.
⮑ The "Connected Time" widget will change to “Parked Time”
⮑ The task will change to “grey” status to signal that it has been parked.
⮑ During an Audio/Video call, wait music will play for the Caller.
⮑ You are removed from the call session.
⮑ In the meantime you cannot interact with the Codes and Tags widget, as you interrupted your work by parking the task. - Within your MS Teams you can now engage in (non-Nimbus) related calls.
Unpark
- Within My Sessions locate the parked task card (grey) click on “Unpark”
- The following results will occur:
⮑ The waiting music is stopped for the Caller.
⮑ Your session with the Caller is resumed.
⮑ You and the Caller can hear and talk to each other again.
Attendant 2.0
Within Attendant Console
Attendant Console 2.0 - Call Park
During an ongoing call in Attendant Console, you have the possibility to park a call. While parking a call, the Caller can't hear you and is listening to wait music instead. You will be free in MS Teams to take other calls in the meantime, but stay “Not available” for any other Nimbus tasks.
🔎 Related concepts: The steps below refer to UI elements and concepts explained on the Attendant Console main page. Note that steps below describe a typical Audio/Video call behavior, but some Parking concepts (UI buttons and behaviors) also apply for handling External Tasks – e.g. a Task without any Customer or MS Teams interaction being necessary.
Park Call
The scenario is handled as follows:
✅ Precondition: Behavior applies for Audio/Video calls only. Starting point: an incoming call must is shown in the queue.
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Accept the incoming call.
⮑ The call is shown in “Active Sessions” - To park the call, click the Park button:
- The following results will occur:
⮑ Wait music will play for the Caller while parked.
⮑ You and the Caller cannot hear each other anymore.
⮑ The call is shown in “Parked Sessions” and the card shown with grey border.
⮑ A separate “Parked” timer starts counting.
⮑ You are removed from the MS Teams call. - Within your MS Teams you can now engage in (non-Nimbus) related calls.
Unpark Call
- To unpark the call, click the Unpark button.
- The following results will occur:
⮑ You will get an incoming invitation in MS Teams which you should accept to rejoin the call
⮑ The waiting music is stopped for the Caller.
⮑ Your session with the Caller is resumed.
⮑ You and the Caller can hear and talk to each other again.
Hanging up on an “on-Park” Caller
You can also directly hang up on (end) an existing parked call. This will immediately free you up to take the next Nimbus task.
☝Before using "Hangup":
- Note that a red button warning color signals that in this case the Caller is affected directly.
- The Caller will not get any prior notification - the wait music and call just ends for them.
Other UI Areas
Within other UI Areas you can also see a “parked” call state reflected. However, note that you cannot influence it. Examples include:
| The “Parked” state in the Live View area. | “Parked” state filters for your Personal- and Non-Personal Dashboards e.g. within the “Live Service Tasks Tabular” Dashboard Widgets. |
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Limitations
INC Parking Limitations
KNOWN PARKING LIMITATIONS
- A/V ET - Parking currently supports Audio/Video and External Task modalities. Wider support is planned to be implemented.
- Assistant - will currently not reflect the “Park" status. The User is just shown as “In a call”.
BY DESIGN (not limitations)
- “Parked” External Tasks cannot be removed via Nimbus Power Automate Connector nor Personal Dashboards.
- Call Parking is not available in Attendant Console 1.0 - Calls will be shown as “On Hold”. Parking is supported using AC2.0 or My Sessions.