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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 ‘Reschedule’ is selected, the agent will have the option to modify the commitment:
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If ‘Remove’ is selected, a window will pop up and ask to confirm. Leave a note explaining the reason for removal and click ‘Remove’
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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. |