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.
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
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 English Welcome Call requests, the Welcome Call OB skill should be selected
For Spanish Welcome Call requests (TX only currently) the Spanish 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 ‘Remove’ is selected, a window will pop up and ask to confirm. Leave a note explaining the reason for removal and click ‘Remove’
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
The My Schedule window will pop up. Click + to add a commitment:
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).
Select the outbound skill, time for completion of the commitment, and the timezone. IMPORTANT: always enter notes describing the request, then click Save.
Once the commitment is scheduled, it will show in ‘My Schedule’ in the WEM:
