Commitment

Schedules a callback Holds 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 (IVR 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.

You can queue based on ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge , agent, or both. You can manually or automatically re-skill the call if the agent or skill is unavailable at the time of the callback.

Supported Script Types


Generic	Email	Chat	Phone	Voicemail	Work Item	SMS

Input Properties

These properties define data that the action uses when executing.

Property	Description
Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.
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) Also known as caller ID. Listed phone number of an incoming voice call.}.
Skill	Skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge are associated with agents and are created in CXone. Skills are automatically assigned a number in CXone 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. Default: Default.
TargetAgent	A drop-down list of agents with an ID number. When a contact is delivered to CXone, 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 tgent is unavailable, CXone will queue the contact until they become available. If a target agent refuses the call, CXone will route the contact to any other available agent who has the same skill. You can use a variable for a target agent.
CommitmentDate	Date for which the callback is scheduled.
CommitmentTime	Time for which the callback is scheduled.
Notes	Additional notes about the callback.
TimeZone	A drop-down list of all time zones. The time zones are UTC time. If you want your business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment in a time zone other than Mountain Standard time, you must contact your Account Representative to have your business unit default time zone changed.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
BeforeNow	Path taken if the CommitmentDate and CommitmentTime is before the current Date and Time. Making a commitment to call someone in the past throws an error.
Error	Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.