New Feature Spotlight: “Place Customer on Hold” Now Available in Qtrac

We’re excited to introduce a powerful new enhancement to Qtrac: Place Customers on Hold. This feature is designed to bring greater flexibility and control to the customer service experience—especially in real-world scenarios where customers need time to complete a task before continuing their service.

When is usually needed?

In many service environments, customers may suddenly need to:

• Fill out additional paperwork

• Retrieve a forgotten ID or document from their car

• Make a quick phone call

• Consult someone before proceeding

Rather than canceling their turn or making them rejoin the queue, agents can now pause the session, allowing the customer time to complete these tasks without disrupting the flow of service for others.

⚙️ Note: This feature is disabled by default and must be enabled in the Queue View settings.

What Is “Place Customers on Hold”?

The Place Customers on Hold feature gives agents the ability to pause a ticket they are currently serving. When a customer is placed on hold, their service time and all associated serving functions are paused. This allows the agent to continue assisting others in the queue, while the on-hold customer takes care of any pending tasks—such as retrieving forgotten documents or making a quick call.

When the customer is ready to return, the agent can simply resume the session from where it left off—no need for the customer to rejoin the queue.

Hold Time Tracking & Insights Integration

In addition to its in-queue functionality, the Place on Hold feature is fully integrated with Qtrac Insights, our reporting and analytics tool. Each instance of a customer being placed on hold is tracked, including the duration of the hold.

Managers and team leads can access this data to:

• 📊 Analyze how long customers are typically placed on hold

• 🔍 Identify patterns or bottlenecks in service flow

• 📈 Optimize agent performance and queue handling

• 🧠 Gain better understanding of customer movement and wait times

This visibility equips your team with actionable insights to continuously improve operations and deliver smarter, more efficient service.

Key Benefits

• ⏸️ Pause service sessions without losing progress

• 🔄 Quickly resume when the customer returns

• 🚗 Enable flexibility for customers who need to step away

• 👥 Maximize agent efficiency by serving others during pauses

• 📉 Track and analyze hold durations for process improvement via Qtrac Insights

How to Get Started

We’ve created detailed guides to help you activate and use this feature effectively:

• How to Configure Place Customer On Hold
• How to Use Place Customer On Hold 

The Place Customer on Hold feature is designed for the real world—where customers may need flexibility and agents need tools to keep things moving. With built-in analytics and full integration into the Qtrac platform, this feature helps your team provide fast, informed, and customer-friendly service at every step.

If you still have any questions, please feel free to get in touch with our Qtrac Help Desk.