# Wind Down for operators

Stop receiving new automatic work while you finish your current conversations and select a reason.

*Release 3.3 · operator, supervisor*

**Settings › General Settings › Wind Down Reasons**

## 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

1. Open the availability control and choose to stop taking work.
2. Select a **Wind Down Reason** if one is requested.
3. Choose **Confirm** in **Availability Status**, or **Save** in the separate reason prompt.
4. Check the resulting status and finish the conversations that remain with you.
5. 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

### This feature uses

- **Requires** [Operator availability status](CON-002.md): Wind Down is part of operator availability.
- **Configured in** [Wind-down and transfer reasons](ADM-030.md): Website reason administration supplies the choices shown to operators.
- **Related** [Chat limits and wind-down](CHAT-008.md): Capacity-related Limited status follows different rules from manual Wind Down.
- **Related** [Chat queue](CHAT-005.md): Queue permissions can still allow manual pickup while you are winding down.
- **Related** [Automatic logout after inactivity](CON-004.md): Become Unavailable after winding down before using Logout.
- **Related** [Operator productivity reports](REP-004.md): Productivity reports show recorded wind-down time and reasons.

### Used by

- **Enhances** [Operator availability status](CON-002.md): Wind Down stops new automatic work while you finish existing conversations.
- **Enhances** [Floor avatar indicators](CON-010.md): Manual wind-down has a distinct operator appearance.
- **Enhances** [Teams Overview and Manager Mode](CON-022.md): Member rows can display wind-down reasons and durations.
- **Enhances** [Operator productivity reports](REP-004.md): Wind-down activity supplies reason and interval detail.
- **Related** [Automatic logout after inactivity](CON-004.md): Wind down and finish remaining work before using the planned Logout action.
- **Related** [Mobile console](CON-033.md): Wind down and become Unavailable before switching channels on the mobile floor.
- **Related** [Chat limits and wind-down](CHAT-008.md): The availability controls explain how operators start Wind Down and choose a reason.
- **Related** [Telephone call transfers](RTC-007.md): Review Wind Down when a colleague is unavailable as a telephone transfer destination.
- **Related** [Wind-down and transfer reasons](ADM-030.md): 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.