How to Place a Customer On Hold

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The Place Customers on Hold feature gives associates greater flexibility and control during service sessions. It allows an active customer session to be paused without disrupting the overall flow of the queue.

Permissions Required:

Using the Place Customers on Hold Feature

1. Open Your Queue

   • Navigate to your Queue to begin.
     

2. Select Your Location and Queue View

   • Choose your location and make sure the Queue View supports the Hold feature.
     

3. Call a Customer

   • Click to call a customer from the queue.
     

4. Begin the Service Session

   • Once the customer joins, click to begin the service session.
     

5. Click the Hold Button

   • A Hold button will now be visible. Click it to place the session on hold.
     

6. Serve a New Customer

   • While a ticket is on hold, other functions are disabled for that session. You may now call a new ticket to serve.
     

7. Resume the On-Hold Session

   • When the original customer is ready to be served again, click Resume.
     

8. Complete the Session

   • Continue the service and click End when finished.
     

By using the Place Customers on Hold feature, you can manage multiple service sessions more efficiently while maintaining a smooth queue flow.

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