Place Customers on Hold is designed to bring greater flexibility and control to the customer service experience, this feature allows agents to pause active service sessions—without disrupting the overall flow of the queue.
To enable this feature follow the steps below:
- Click Manage on the top right of your screen
- In the Settings menu and click Queue Views
- Select your Queue View and click Edit
- In the Associate Actions sub header, locate Associates can place customers on hold and check the box to enable it (this feature is disabled by default when creating a new queue view)
- Click Update
Your Queue View is now enabled to Place Customers on Hold. To learn how to use this feature, click the following article: How to Place a Customer On Hold
If you still have any questions, please feel free to get in touch with our Qtrac Help Desk.
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