For its Reporting Model Nimbus distinguishes sessions by various user state factors (Teams Presence, Duty State, Task Selectability, Task status). A change in either factor has influence on the others, either being a requirement or dependency.
| User Factor | Conditions | Nimbus-Tracked User State | ||||||
|---|---|---|---|---|---|---|---|---|
| Presence in MS Teams |
✅ Online – including status "Busy" or "Away" (individually defined per Distribution Service Settings) |
Online MS-Teams based services will distribute when "Active". |
Online and set "Active" MS-Teams based services will distribute. |
Online and "Active" but Busy/Away Can either be selectable or not ↓ (determined per each Service's Distribution Service Settings) |
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✅User is online and has any "On Duty" responsibility profile selected. |
OffDuty An "OffDuty" profile prevents any Contact Center participation. |
On Duty Any "Duty" type responsibility profile allows Contact Center participation. Skills and Responsibilities in that profile must match the service to be "Selectable". This is determined by the individual Distribution Policies assigned to the respective services. |
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| Task selectable |
“In Time available” to perform tasks in Nimbus: ✅Online in MS Teams. |
"Selectable" This includes Busy/Selectable and Away/Selectable |
"Non-Selectable" state, either because: … User is not available either due to the MS Teams Presence ↑ OR … … set "inactive" for all Nimbus teams OR … ... any existing or previous Call Status ↓ marks the user as “Not Selectable” |
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| Task status |
✅ Currently reserved and blocked for a Nimbus task.
|
Not Available Reason Requested as user changes MS Teams presence (back from idle). |
RONA User flag after not responding to a task, blocked for the next tasks. |
Ringing User reserved for new task, but has not accepted yet |
Connected User accepted task, is blocked by |
ACW User extensible timespan to complete work after a call. |
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USER STATE DEPENDENCIES
💡 It is important to note that these user state factors depend on each other. Reading the table vertically from “top to bottom”. Here is an example:
Layer 1: MS Teams Presence
- The MS Teams Presence must meet the criteria of the Distribution Service Settings. This can be individually configured per Service.
- Offline users are not considered to be in any duty state. Nimbus will not distribute tasks.
-
Online users are considered for Nimbus Tasks depending on:
- … the Nimbus features (license) applied to the user and …
- … the services they are part of.
Layer 2: Nimbus Duty State / Task Selectability
Selectability for Nimbus tasks is steered based depending on the Service Types and their varying
| Advanced Routing and Enterprise Routing | Contact Center |
|---|---|
| Scenario: MS-Teams “Team” based services | Scenario: Standalone Services with a varied user base |
| Advanced Routing and Enterprise Routing consider Users selectable once they are to “Active” in the Nimbus UI. |
Contact Center services apply the Duty State as a “selectable check” – on top of MS Teams presence. Nimbus evaluates the users's responsibility profile and distributes calls conditionally based on the Skills and Responsibilities behind that profile. The criteria are defined in the service's Distribution Policy. |
LAYER 3: TASK STATUS
These are shared criteria among services
- While "online", "active" and "on duty" a user is “selectable” for tasks by either service, in any modality.
- While being in any blocking call status (e.g being Not Available, already busy when connected or in a task, in ACW or flagged by RONA) will consider the user as "Not selectable" for any service.
Nimbus Reporting and User State Data privacy
🔍 Learning: Users have one deterministic state at a time. Combined user states listed above – and their changes over time – form a "User Session" which is tracked as part of the Nimbus Reporting Model.
GDPR Data privacy setting: Detailed user states can be tracked with timestamps for later evaluation analysis, e.g. in Power BI. This is enabled via Tenant Administration > Data Privacy, and included in historic reporting.