Commitment

Schedules a callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. from an Interactive Voice Response (IVRInteractive Voice Response; an automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both.) or a website.

Supported Script Types

Generic	Email	Chat	Phone	Voicemail	Work Item

Properties

FirstName

The name of the variable to receive the first name of the agent who answered the contact.

Default: FIRST

LastName

The name of the variable to receive the last name of the agent who answered the contact.

Default: LAST

PhoneNumber

The phone number the action searches for in the callback state in queue. The default value is {ANI (automatic number identification)Automatic Number Identification; also known as caller ID. Listed phone number of an incoming voice call.}.

Skill

SkillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge are associated with agents and are created in Central. Skills are automatically assigned a number in Central and those numbers appear in this drop down list. From this list, select the skill you want associated with this action.

You can use a variable for a skill. Defaults to Default.

TargetAgent

This property is a drop down list of agents with an ID number. When a contact is delivered to NICE inContact, it can be configured to go to a specific agent when a Target Agent is selected. If the contact is received, but if the Target Agent is unavailable, NICE inContact will queue the contact until they become available.

If a target agent refuses the call, NICE inContact will route the contact to any other available agent who has the same skill.

You can use a variable for a target agent (like {AgentID}).

CommitmentDate

Date for which the callback is scheduled.

CommitmentTime

Time for which the callback is scheduled.

Notes

Additional notes about the callback.

TimeZone

This property is a drop down list of all time zones. The time zones are UTC time.

If you want your business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx in a timezone other than Mountain Standard time, you must contact NICE inContact to have your business unit default time zone changed.

Branches

Default

The Default branch condition will be used unless another specific branch condition is met.

OnBeforeNow

The branches created when the CommitmentDate and CommitmentTime is before the current Date and Time. This branch would be used if someone makes a commitment with a date in the past. Normally, when a user makes a commitment to call someone it is in the future. However, it is possible to put a date/time in that is in the past. This will throw an error. The OnBeforeNow is a branch for this specific error/scenario so the users can script to handle it intelligently. (For instance, ask the customer to enter a new date/time.)

OnError

The Error branch condition will be used when there is an error.

Tips and Tricks

• You can queue based on skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge and/or agent.
• You can manually or automatically re-skill the call if the agent/skill is unavailable at the time of the callback.