While on a call an agent can schedule a commitment (call back reminder) for themselves or a group of agents within an outbound skill. A commitment can also be scheduled inside the WEM tab in the MAX interface when not on a call.
Scheduling while on a call
Example: An installer calls and requests to have an agent make an outbound Welcome Call for Jane Doe at 2:45pm EST.
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Always leave detailed notes regarding the commitment even if the agent making the commitment will be completing the request. |
When the agent is working the commitment, their status will automatically change to Unavailable:
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If ‘Skill’ was selected, all agents in the skill will receive the commitment message and have the option to complete the request. Once an agent completes the request, the commitment message will disappear from the queue. |
Scheduling from WEM
From the MAX softphone click on the WEM tab
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The My Schedule window will pop up. Click + to add a commitment:
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The ‘Schedule a Commitment’ window will pop up. Enter the name and phone number of the customer. Then select who will complete the commitment - Me (the agent making the commitment) or Skill (any agent logged into an outbound skill at the time of the commitment).
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Select the outbound skill, time for completion of the commitment, and the timezone. IMPORTANT: always enter notes describing the request, then click Save.
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Once the commitment is scheduled, it will show in ‘My Schedule’ in the WEM:
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