Required security profile permissions: Promise Keeper View
Report refresh rate: 5 minutes
A promise is a callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. commitment between an agent and a contact and applies to any channel supported by the platform (phone, email, chat, and so forth). The Promise Keeper Report displays the results of your scheduled callbacks or secondary attempts to connect to your contacts.
This report is valuable because you can see detailed data about what occurs during callback attempts. If a customer asks you to call them back, you need a simple way of setting up reminders to call them back. Additionally, if your customers promise to be available during a callback, but they are not, what happened?
Columns
| Column | Description |
|---|---|
| Created Agent | The name of the agent who created the promise. |
| Contact ID | The ID given to the contact to be contacted again. |
| Made | The date/time the promise was created. |
| Broken | If the promise was broken, the date/time the broken promise occurred. |
| Kept | If the promise was kept, the date/time the kept promise occurred. |
| Executed Agent | Name of the callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. agent who made the contact the second time. |
| Skill Name | The skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge name assigned to the callback. Useful because you can assign several agents to a callback skill, and any of them can perform the callback at the designated time/date. |
