Schedule a Callback in the Promise Keeper

The Promise Keeper panel allows you to schedule a time for you specifically or for any agent in the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to call the contact back at a later time. You can schedule the callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. for a certain number of minutes from now or for a specific date and time.

1. Click the promise keeper bell icon in the Thin Agent or Power Agent toolbar.
2. Click New Promise.
3. Type the First Name, Last Name, and Phone Number of the contact in the labeled textboxes.
4. In the Create this Promise for field, specify whether you want to create the promise for you specifically (Me) or for anyone with a certain skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge (Skill).
   • If you selected Me, use the Skill drop-down to select the skill you want to use to place the call.
   • If you selected Skill, use the Skill drop-down to select the skill you want to have assigned to the call.
5. In the When field, specify whether you want to specify a date and time the callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. should occur (Date/Time) or the number of minutes from now the call should occur (Minutes).
   • If you selected Date/Time, use the date picker or textbox to specify the date the callback should occur in the format MM/DD/YYYY. Use the textbox or up and down arrows to specify the time at which the callback should occur. Use the Timezone drop-down to select the time zone associated with the date and time you selected.
   • If you selected Minutes, scroll through the list to select the number of minutes from now the callback should occur. Use the Timezone drop-down to select the time zone associated with the time you selected.
6. In the Notes textarea, type any notes you want you, or another agent who may be assigned to the callback, to know.
7. Click Save.