Wrap-up Hold Status (WH)

The wrap-up hold status occurs when an agent puts a call on hold, and then the call is disconnected (most commonly the remote end) while the agent is not directly engaged with the remote caller. This status serves as a preservation of wrap-up for an interaction that was handled but ended unexpectedly.

The interaction will remain in this pending state until the user manually answers to complete it. Since wrap-up is associated to the user, only the user who answered the interaction can re-engage with the interaction to bring it to completion.

Handling Wrap-up Hold Interactions

1. Interactions which exist in Wrap-up Hold Status appear in the queue with a red border around them with a red, up-side down phone icon.
   
   

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2. Identify the interaction in wrap-up hold, hover the interaction and click the green “Answer” button

3. The interaction details will display and the user will be able to continue normal wrap-up tasks. Press the “Save” button to complete the interaction
   
   

   Open