Overview
Wrap-Up Hold (WH) is a status that occurs when an agent has placed a call on hold and the remote party disconnects before the agent re-engages with the call. Rather than losing the interaction entirely, Sharpen preserves it in a pending state so the agent can still complete their wrap-up tasks, such as adding notes or disposition codes, before closing the interaction.
Because wrap-up is tied to the individual agent who answered the interaction, only that agent can re-engage with and complete it.
Identifying a Wrap-Up Hold Interaction
Interactions in Wrap-Up Hold status are visually distinct in the queue — they display with a red border and a red upside-down phone icon, making them easy to identify at a glance.
Completing a Wrap-Up Hold Interaction
Locate the interaction in Wrap-Up Hold status within the queue.
Hover over the interaction and click the green Answer button.
The interaction details will display, allowing the agent to complete any remaining wrap-up tasks such as notes or classifications.
Click Save to finalize and close the interaction.
This article is part of a series on Admin Configuration topics.