Placing open media contacts on hold and retrieving open media contacts from hold

Agents may have to stop working on one open media interaction in order to work on other items. In these cases, agents can put the active open media item on hold. Interactions on hold are marked with a 'pause' icon.

Note that administrative configurations may limit how long interactions may be on hold before being requeued and a System Make Busy is registered for the employee. For information on this limit, contact your supervisor or system administrator.

The following procedures explain how to
  • Place an open media interaction on hold
  • Retrieve an open media interaction from hold
To place an open media interaction on hold
  • Click Inbox and select an open media interaction, or hover over the item avatar, and click Hold.
To retrieve an open media interaction from hold
  • Click Inbox and select an open media interaction on hold or hover over the item avatar and click Remove Hold.
Parent topic: Handling open media interactions
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