Placing emails on hold and retrieving emails from hold
Agents may have to stop working on one email in order to work on other items. In these cases, agents can put the active email 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 email on hold
- Retrieve an email from hold
To place an email on hold:
- Click Inbox and select an email, or hover over the item avatar, and click Hold.
To retrieve an email from hold:
- Click Inbox and select an email on hold or hover over the item avatar and click Remove Hold.
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