Commitment

The name of the variable to receive the first name of the agent who answered the contact. Default: FIRST

The name of the variable to receive the last name of the agent who answered the contact. Default: LAST

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.}.

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.

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.

Date for which the callback is scheduled.

Time for which the callback is scheduled.

Notes

Additional notes about the callback.

A drop-down list of all time zones. The time zones are UTC time.

If you want your tenant 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 CXone Account Representative to have your business unit default time zone changed.