Held Time Slots

Occasionally, users might not see time slots when they know some are available. This situation can occur because the time slots are held. Time slots are held for customer service representative viewing until the representative clicks Cancel or the ABS timeout limit is reached. When only a few time slots remain, a single user can hold all of the time slots. For more information about the ABS - Timeout parameter, see the Parameters for Schedules table.

To mitigate this situation in high-volume service centers, you can set the ABS - Timeout parameter to a low value (for example, 1 minute). Alternatively, you can reduce the value of the ABS – Default Number of Slots parameter so that fewer slots are offered to each user.