- Hold
- Places the work item on hold so you can do other things. You cannot transfer a work item that is on hold.
- Transfer
- Opens the address book and allows you to transfer the work item to another agent, team, or skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge. You cannot transfer a work item that is on hold.
- Launch
- Contains custom links configured by your administrator.
- End
- Ends the work item. You must confirm the decision to end the work item. The details of the work item payload appear here. The contents are configured by your administrator.
