💡Note: Certain “Distribution Type” settings may not be supported in “Queue” activities of your workflows, depending on the modality used.
| 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(1) 🌟
|
Same distribution as "Direct", but selected team members are 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. |
| Pickup(2) with Adjustable RONA | 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. A call session that is not accepted (after "Pickup" is clicked) within the given RONA time can be reinserted into the task queue or handled otherwise. | In small teams (e.g. volunteers) where it's acceptable to lose a call and reporting data isn't as important. Adds adjustable RONA time to flag users. |
| Pickup(2) Conference(1) | 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(1) is lost. Suitable for scenarios in which the agents can keep an eye on the Nimbus app or to "park" calls in a queue so that other calls can be answered first and retrieve them later from the queue. |
(1) Conference invitations get a “cancelled” result in the Nimbus Reporting Model if a task was aborted (e.g. Hangup by User, Queue left, Max Wait Timeout Reached).
(2) ☝ Contact Center Services generally do not support the "Pickup" option. As calls get automatically distributed, a "Pickup" interaction is undesirable in Contact Center scenarios. 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 queue without a pickup button. → While configuring Workflows > “Queue” activities for your Contact Center service, use "Direct Conference" instead.