Promise Keeper Report

Report refresh rate: 5 minutes

A promise is a commitment between an agent and a contact. Promises can be for voice, ACD email, and ACD chat interactions. The Promise Keeper report displays the results of your promises.

With the Promise Keeper report, you can see what occurred during agents' attempts to keep promises. The report provides a simple way of setting up reminders to keep promises. It also tracks what happened during a promise, such as a customer not answering.

Data in this Report

The Promise Keeper report has multiple columns that present data attributes and metrics. The table below provides a description for each column.

Column Description
Created Agent The name of the agent who created the promise.
Contact ID The contact's system-generated ID number.
Made The date and time the promise was created.
Broken If the promise was broken, the date and time the broken promise occurred.
Kept If the promise was kept, the date and time the kept promise occurred.
Executed Agent The name of the agent who made the promise.
Skill Name The ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge assigned to the promise. For voice promises, you can assign several agents to a callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. skill, and any of them can perform the callback at the designated time.