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.
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Prior to scheduling or accepting a commitment, be sure to check the job in Engine first. Agents have the option to postpone a commitment, if necessary. |
Scheduling while on a call
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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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