Manage Commitments in CXone Agent

You can create commitments in CXone Agent to remind you to follow up with contacts. At its scheduled time, the commitment appears in the Interactions Menu with these options:

  • Reschedule: Move the commitment to another time.

  • Proceed: Begin the interaction.

  • Remove icon of a trash can.: Delete the commitment.

A Commitment in the Interactions Menu, showing the contact's name, buttons for Reschedule and Proceed, and a trash can icon for Remove.

Your Schedule icon of a calendar will display your upcoming commitments. You can edit and reschedule these commitments. You can also delete them, if your administrator has enabled this for you.

The Schedule space, showing daily activities, including a scheduled commitment.

You can assign commitments to yourself or to a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. If you assign a commitment to a skill, CXone Agent delivers the commitment to an agent with that skill.

Create Commitments

  1. In CXone Agent, click Schedule icon of a calendar in the left menu.

  2. Click Add > Commitment.

    In Schedule, the user has clicked Add, and their cursor hovers over Commitment.

  3. In the commitment form, select one of these options:
    • Agent(Me): Assign the commitment to yourself.
    • Skill: Assign the commitment to someone else with the skill you select.
  4. Select a skill from the drop-down.
  5. Enter the contact's First Name, Last Name, and Contact Information.

  6. In the Time field, click the Date and Time Selectors Two icons: a calendar and a clock.. In the calendar that appears, choose a date for the commitment. Then use the clock to select a time.

    A calendar opens first, then a clock.

  7. You can change the Time Zone using the drop-down. The default is your current time zone.
  8. You can enter Notes with more details about the commitment.

  9. Click Save.

    The Commitment form, with fields for First and Last Name, Contact Information, Time, Time Zone, and Notes. Cancel and Save buttons are at the bottom.

Reschedule Commitments

When a commitment appears at its scheduled time, it shows you the option to Reschedule. You can also reschedule future commitments in your Schedule icon of a calendar.

  1. In CXone Agent, click Schedule icon of a calendar in the left menu.
  2. Select the commitment you want to reschedule.
  3. Click Edit.

  4. In the Time field, click the Date and Time Selectors Two icons: a calendar and a clock.. In the calendar that appears, choose a date for the commitment. Then use the clock to select a time.

    A calendar opens first, then a clock.

  5. Click Save.

Delete Commitments

You can delete commitments if your administrator has enabled this for you. When a commitment appears at its scheduled time, it shows you the option to remove it. You can also remove future commitments in your Schedule icon of a calendar. This is useful if you completed a commitment before its scheduled time.

  1. In CXone Agent, click Schedule icon of a calendar in the left menu.
  2. Select the commitment you want to delete.

  3. Click Remove. A window appears, asking if you are sure you want to remove the commitment.

    The Remove Commitment pop-up, asking: Are you sure you want to remove this commitment? It contains a box for Notes, and buttons for Remove and Keep.

  4. Enter Notes if you're required to explain why you're deleting the commitment.

  5. Click Remove.