User States

For its Reporting Model Nimbus distinguishes sessions by various user state factors (Teams Presence, Duty State, Task Selectability, Call Status). A change in either factor has influence on the others, either being a requirement or dependency.

Factor Definition / Conditions Nimbus-Tracked User State

Presence in MS Teams

 

Online – including status "Busy" or "Away" –  if defined per Service-individual Distribution Service Settings. Offline 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)

Duty State

Contact Center

User is online and has any "On Duty" responsibility profile selected.

User is assigned to the Service as "Agent" via Agent Service Settings.

  OffDuty
An "OffDuty" responsibility 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.
Task selectability

"In Time" available to perform tasks in Nimbus:

Online in MS Teams.

Set to "Active"  in any Teams-Based  Nimbus service or

In a "On Duty" profile for Contact Center services.

  🌟 "Selectable" state
This includes Busy/Selectable and Away/Selectable
"Non-Selectable" State, either because:
⬆️ User is not available either due to the Presence state in MS Teams or set "inactive" for all Nimbus teams or
⬇️ ... any existing or previous Call Status marks the user as "Not Selectable

Call status

 

Reserved and blocked for a Nimbus task.

Any of these status flags occur during or after a call and prevent selection for further tasks until resolved.

      Not Available Reason
Requested as the user changes MS Teams presence (manually or from idle).
RONA (Redirect on No Answer)
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 (After Call Work)
User has a fixed (optionally extensible) timespan to complete work after a call.

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 are some examples:

  • Offline users are not considered to be in any duty state. Nimbus will not distribute tasks.
  • While "Online" ...
  • For any service: While "online", "active" and "on duty" a user is selectable for tasks. Users can participate types of service simultaneously via their "Active" toggle and Profile selection accordingly.
  • Any Call status (e.g being Not Available, already busy in a task, in ACW or flagged by RONA) will flag the user as "Not selectable"

🔍 Learning: Users have one deterministic state at a time. Combined factors listed above and their change over time form a "User Session" which is tracked as part of the Nimbus Reporting Model. Detailed user states are tracked with timestamps for later evaluation analysis, e.g. in BI. This is enabled via Tenant Administration > Data Privacy, and included in Power BI historic reporting.

 

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