What is hold in SAP CRM-IC - Interaction Center WebClient?

SAP Term: hold

• Component: CRM-IC

• Component Name: Interaction Center WebClient

• Description: A function in the toolbar that puts the active call on hold.

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• Key Concepts: 
  Hold is a feature in the CRM-IC Interaction Center WebClient that allows users to temporarily suspend an interaction with a customer. This feature is useful when a customer needs to take a break or when the user needs to take a break from the conversation. The hold feature can be used to pause the conversation for a specified amount of time, or until the user resumes the conversation. 
  
  How to use it: 
  To use the hold feature, users must first select the “Hold” button in the CRM-IC Interaction Center WebClient. This will pause the conversation and display a message indicating that the conversation is on hold. The user can then specify how long they would like to keep the conversation on hold, or they can choose to resume the conversation at any time. 
  
  Tips & Tricks: 
  When using the hold feature, it is important to remember that customers may become frustrated if they are kept on hold for too long. Therefore, it is important to keep track of how long conversations are on hold and to resume them as soon as possible. Additionally, it is important to inform customers when their conversations are being put on hold so that they are aware of what is happening. 
  
  Related Information: 
  The hold feature in CRM-IC Interaction Center WebClient is similar to other features such as “pause” and “resume” which are available in other customer service software solutions. Additionally, this feature can be used in conjunction with other features such as “transfer” and “escalate” which allow users to transfer conversations to other agents or escalate them to higher levels of support.