If you are unable to talk to a customer, or need to follow up at a later time, create a commitment to return the call. The Commitment Manager reminds you of your commitment at the scheduled time. Designate whether the commitment is for yourself or for a selected skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge queue. Specify a future date and time or choose a specified duration, ranging from 5 to 60 minutes, until you are prompted to contact the customer. When using a specific date and time, choose either the contact's time zone or your own. Commitments can be edited, rescheduled, or deleted.
If the Commitment Manager icon is not available, your administrator must assign you a security profile that has the Commitment Manager enabled.