Sharpen Q users may be automatically placed into a Pending status when handling multiple interactions. This status is designed to be a temporary state a user will enter so they do not return to Active while still having interactions to complete. Currently, there are two primary ways an agent will enter Pending status:
While handling more than one interaction, where one of those interactions is on hold, upon completion of the current live interaction, the user will be placed in Pending until they manually pickup and complete their other interaction that is on hold.
If an agent has any interactions in Wrap Hold they will be placed in Pending status until they manually pick them up and properly disposition / complete them. More info on wrap hold can be found here.
No new inbound interactions will route to users in Pending until they complete their currently assigned interactions. This is to prevent them from getting alerted while working other interactions.
In the clip below, you will see how an agent on a chat, who opts to make an outbound call will enter pending when their outbound call is complete. This gives them time to get back to their chat without being alerted for a new interaction.
Sharpen Q users can also enter pending when interacting with the dial pad. For more information, view our additional Pending Status documentation.