Placing a visitor on hold moves them to the On Hold view without sending them back to the end of the queue. Use it to hand a visitor to a colleague with a different skill set (for example escalating to a manager), or when the visitor needs to step out briefly. The option must be turned on by an HQ Admin first.

Before you begin

Place a visitor on hold

  1. In the left navigation of Retail Admin, select QUEUEING & APPTS.
  2. Open the visitor you are serving.
  3. Select the on-hold option. A dialog opens.
  4. Either enter a note explaining what the visitor needs, for example Needs a manager, or choose a language from Languages Spoken.

    Only languages spoken by staff currently on shift are listed.

  5. Select Place Visitor On Hold.

Pick a visitor up from On Hold

  1. Select the On Hold view. Each card shows the note or language in square brackets next to the visitor's name.
  2. On the visitor's card, select Pick up, then continue as in Pick up a visitor from the queue.

Verify it worked

The visitor's card moves from In Progress to On Hold with the note or language shown, and your own status returns to Available.

Next step

Add additional information to a visitor in the queue