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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:

Click the X in the title bar to close a work item form without taking the required action or supplying all of the required information.
In the My Work Items view, select a work item that is in a New, ACD - Wait Agent, or In Progress state and click the Hold button.
In the My Work Items view, right-click a work item that is in a New, ACD - Wait Agent, or In Progress state and choose Hold Work Item from the shortcut menu.
If the Work Item Alert is still visible on the desktop, click Hold.