Claiming and releasing a work item

Every work item in DialSplice has one owner at a time. When you claim an item you hold a single-winner lease on it. Nobody else can open it, call the contact, or change it until the lease is released or expires. This is how two agents never call the same person in the same afternoon.

Steps

1. Open a row from any queue view. Claiming happens when you open the item; the ledger records callback.claimed or the equivalent event with your name and scope.
2. Work the item: check the preflight, call, and set a disposition.
3. To hand the item back without a disposition, click Release. The item returns to the queue with its priority and attempt count unchanged.
4. If you save a disposition, the lease ends automatically and the item moves to its next step.

What you’ll see

• While you hold a lease, the row is highlighted for you and hidden from other agents in that location.
• The Follow-up & retry control card shows an “Owned” chip and the owner’s name, for example “owned by M. Ortiz”.
• A callback you create from a disposition stays owned by you. It surfaces in Callbacks when its not-before time arrives.
• Your manager’s desk shows “Leases held” for the location.

Lease expiry

A lease is not permanent. If you leave an item open and stop working, the workspace locks after five minutes and the lease can expire. When it expires the item goes back to the queue and another agent may claim it. Release items you are not going to work rather than letting them time out.

If something looks wrong

• “Someone else holds this item.” Another agent claimed it first. Pick the next row.
• You released by mistake. Search for the contact and open the item again if nobody else has claimed it.
• You cannot release. A disposition may already be saved, or the item may be in a reconciliation hold. Check the item’s status line.

Related

• Working the Power Hour queue
• Five-minute inactivity lock
• Scheduling a callback in local time