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Put a Work Item on Hold

Requirements: See Interaction Process Automation.

You can put a work item on hold and later pick up this work item to continue working with it. If you place a work item on hold, it remains on hold until you pick it up again. This applies both to ACD-routed work items and directly-routed work items.

To put a work item on hold, do one of the following:

In My Interactions, select a work item that is in a New, ACD - Wait Agent, or In Progress state and click the Hold button.
In My Interactions, right-click a work item that is in a New, ACD - Wait Agent, or In Progress state and choose Hold from the shortcut menu.
In the Work Item Viewer, click the Hold button.

Warning: Do not click the X in the Work Item Viewer to close it. It does not save any data you entered or changed. It also puts the Work Item in a state where you cannot work on it or disconnect it until the session times out which can take several minutes.