While on a call an agent can schedule a commitment (call back reminder) for themselves or a group of agents within an outbound skill.
Example: An installer calls and requests to have an agent make an outbound Welcome Call for Jane Doe at 2:45pm EST.
While on the call, the agent selects the ‘commit+’ button:
The Schedule a Commitment window pops up and allows the agent to enter in the name, phone number, requested time to complete the call, and notes:
The phone number defaults to the person on the call, however the agent can manually enter the name and number of the homeowner (in this case) where the callback will be completed.
Select who the commitment will be scheduled for: ‘Me’ if the agent will be completing the call themselves or ‘Skill’ to have the call routed to any available agent in that skill.
Select the skill for the commitment to be assigned by clicking on the drop-down menu. For a Welcome Call, the Welcome Call OB skill should be selected.
Leave notes describing the request, time requested, and customer information and click SAVE
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:
The commitment will be displayed in the MAX interface and the agent will have the option to complete the call, reschedule the call, or remove the commitment:
If ‘Reschedule’ is selected, the agent will have the option to modify the commitment:
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.