Wind Down for operators
Stop receiving new automatic work while you finish your current conversations and select a reason.
What it is
Wind Down lets you stop taking new automatic work before a break or the end of your shift. If work is still active, your status becomes Winding Down while you finish it. A configured reason records why you stopped taking work.
Who uses it and why
- Operators wind down before leaving the console or taking a break.
- Supervisors use availability and recorded reasons to understand operator cover.
Where to find it
Open Status. Channels using Availability Status show Wind Down or a Wind Down Reason selector when eligible. The simpler availability control opens a Wind Down Reason prompt when you become unavailable and reasons exist.
Users with the Settings role and Wind Down Reasons permission manage the reason list in Settings › General Settings › Wind Down Reasons.
How it works
- Open the availability control and choose to stop taking work.
- Select a Wind Down Reason if one is requested.
- Choose Confirm in Availability Status, or Save in the separate reason prompt.
- Check the resulting status and finish the conversations that remain with you.
- Wait until you are Unavailable before logging out.
With no active work, you can become unavailable immediately. With no configured reasons, the simpler control proceeds without asking for one. Omnichannel availability uses a Wind Down row instead of a reason list in that case.
To resume work, use the availability control to become available again, or select the permitted work statuses and confirm.
Configure it
A user with the Settings role and Wind Down Reasons permission opens Settings › General Settings › Wind Down Reasons, chooses New, enters Reason and saves it. Existing reasons can be edited or deleted.
Use short, recognisable reasons. The editor requires text and limits it to 50 characters.
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Reason | Settings › General Settings › Wind Down Reasons | Yes | The description operators select when winding down, up to 50 characters. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Access permitted wind-down reason configuration. |
| Wind Down Reasons | Manage the reason list within Settings permissions. |
Limits and good to know
- Winding down does not sign you out.
- Limited can result from capacity or calls. It does not necessarily mean you selected a break reason.
- Manual taking from a queue can remain available while winding down if your permissions and limits allow it. Avoid taking more work when you intend to leave.
- Channel rules can affect which conversations remain assigned when availability changes.
- Reason selection is not a way to correct earlier workforce records. Do not assume selecting another reason revises historical reporting.
Depends on and works with
+1 more · used by
- Wind-down and transfer reasonsRelated
Operators select wind-down reasons when changing availability.
View all connections as a list
This feature uses
- Operator availability statusRequires
Wind Down is part of operator availability.
- Chat limits and wind-downRelated
Capacity-related Limited status follows different rules from manual Wind Down.
- Wind-down and transfer reasonsConfigured by
Website reason administration supplies the choices shown to operators.
- Chat queueRelated
Queue permissions can still allow manual pickup while you are winding down.
- Automatic logout after inactivityRelated
Become Unavailable after winding down before using Logout.
- Operator productivity reportsRelated
Productivity reports show recorded wind-down time and reasons.
Used by
- Operator availability statusEnhances
Wind Down stops new automatic work while you finish existing conversations.
- Automatic logout after inactivityRelated
Wind down and finish remaining work before using the planned Logout action.
- Floor avatar indicatorsEnhances
Manual wind-down has a distinct operator appearance.
- Teams Overview and Manager ModeEnhances
Member rows can display wind-down reasons and durations.
- Mobile consoleRelated
Wind down and become Unavailable before switching channels on the mobile floor.
- Chat limits and wind-downRelated
The availability controls explain how operators start Wind Down and choose a reason.
- Telephone call transfersRelated
Review Wind Down when a colleague is unavailable as a telephone transfer destination.
- Operator productivity reportsEnhances
Wind-down activity supplies reason and interval detail.
- Wind-down and transfer reasonsRelated
Operators select wind-down reasons when changing availability.
FAQ and troubleshooting
Why am I still Winding Down?
You still have work that keeps you in that state. Check your current conversations and calls, then finish or hand over work using the permitted controls.
Why was I not asked for a reason?
The website may have no configured wind-down reasons. Someone with the Settings role and Wind Down Reasons permission can check the list.
Why can I still take a conversation from the queue?
Your queue permission can allow manual taking while winding down. Wind Down stops new automatic work; it does not remove every manual action.
Can I change a reason on an earlier break?
The wind-down controls choose a reason for your availability change. They do not provide a historical reporting correction process.