Promise Keeper Report

Report refresh rate: 5 minutes

A promise is a callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. commitment between an agent and a contact and applies to any channel supported by the platform, including phone, email, chat, and so forth. The Promise Keeper Report displays the results of your scheduled callbacks or secondary attempts to connect to your contacts.

With the Promise Keeper report, you can see detailed data about what occurs during callback attempts. The report provides a simple way of setting up reminders to call customers back. It also tracks what happened during a callback, 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 ID given to the contact to be contacted again.
Made The date/time the promise was created.
Broken If the promise was broken, the date/time the broken promise occurred.
Kept If the promise was kept, the date/time the kept promise occurred.
Executed Agent Name of the callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. agent who made the contact the second time.
Skill Name The ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge name assigned to the callback. You can assign several agents to a callback skill, and any of them can perform the callback at the designated time/date.