I've got some callback interactions that show a hold segment before or after the call. The agent does not have the "hold" button option, I need to know what these "hold" are because we have no hold option button. This is not appear to be caused by any direct action from the agent.

Thanks

I've got some callback interactions that show a hold segment before or after the call. The agent does not have the "hold" button option, I need to know what these "hold" are because we have no hold option button. This is not appear to be caused by any direct action from the agent.

Thanks

Hi! It means that this agent instead of closing this interaction started a new conversation in parallel, like a new email or phone call and continued working on it. Just check agent interactions view for this agent and you will be able to see the conversations they participated in. It can also be that at the same time someone did a direct transfer to this agent. 

So in summary - another interaction going on for this agent. Same happens to emails and chat/messages when agent works on more than one interaction.

I've got some callback interactions that show a hold segment before or after the call. The agent does not have the "hold" button option, I need to know what these "hold" are because we have no hold option button. This is not appear to be caused by any direct action from the agent.

Thanks

ah, in our company we also had hold on callbacks, because the agents had to call customer on behalf of a queue instead of built-in dialer for callback. This was connected to issues with some phone number not being recognised by the system.

Hi! It means that this agent instead of closing this interaction started a new conversation in parallel, like a new email or phone call and continued working on it. Just check agent interactions view for this agent and you will be able to see the conversations they participated in. It can also be that at the same time someone did a direct transfer to this agent. 

So in summary - another interaction going on for this agent. Same happens to emails and chat/messages when agent works on more than one interaction.

I've got some callback interactions that show a hold segment before or after the call. The agent does not have the "hold" button option, I need to know what these "hold" are because we have no hold option button. This is not appear to be caused by any direct action from the agent.

Thanks