You can add yourself the a call to watch it without needing to take ownership.
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Watching a call allows you to keep it in your workload queue and to receive updates without the need to take it out of another agents queue. Watched calls appear in your Calls Outstanding view.
From Call search Results, click the Watch Icon in the toolbar:
From within a call, click the Watch icon in toolbar:
To remove a watch, click the UnWatch icon found next to any watch icon in all toolbars:
If you remove a watch on a call, but then want to place a watch on this call again, click the call watch icon again.
