Overview
Q Pause Reasons are the labels agents select when they pause from queue work; for example, Break, Meal, Meeting, or Training. Each pause reason can be made available to all agents or restricted to specific User Groups, giving administrators control over which teams see which options in their pause picker.
Default Pause Reasons
Out of the box, Sharpen includes the following pause reasons, all assigned to all User Groups by default: Restroom, Break, Meal, Meeting, Training, and Other Work. These can be edited or supplemented with custom reasons as needed.
Creating a New Pause Reason
Navigate to Admin > Configuration > Q Pause Reasons.
Click New Pause Reason in the upper-right corner.
In the Reason field, enter the name of the new pause reason. Keep names short and descriptive; this is the label agents will see in their pause picker.
In the User Groups field, configure which groups should have access to this reason (see Assigning User Groups below).
Click Save.
The new reason will appear at the bottom of the Q Pause Reasons list with its assigned User Groups shown in the Assigned User Groups column.
If more than two or three groups are assigned, the column will truncate the list with an ellipsis. Hover over the row and click to expand the full assignment list.
Assigning User Groups
By default, the User Groups field is pre-populated with every User Group in your environment, making the reason available to all agents. To restrict access to specific teams, adjust this field using one of the following approaches.
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To remove a few groups from the full list
Click the × next to each group you want to exclude.
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To restrict to specific groups only
Clear all pre-selected groups by clicking × on each chip or pressing Backspace inside the field, then click inside the field and select only the groups that should have access.
If every User Group in your environment is selected, the list view will display this as "All groups." To restrict the reason to specific teams, at least one group must be removed from the selection. The form requires at least one User Group to be assigned before saving.
Editing an Existing Pause Reason
Navigate to Admin > Configuration > Q Pause Reasons.
Click the Edit (pencil) icon at the right end of the row you want to update.
Update the Reason name or modify the User Groups assignment as needed.
Click Save to apply your changes, or Cancel to discard them.
Changes take effect for all assigned users on their next session refresh.
Frequently Asked Questions
Can I delete a Pause Reason? Pause Reasons cannot be deleted through the standard admin interface. To retire a reason, remove all User Group assignments so it is no longer visible to agents, or rename it to indicate it is no longer in use. Contact Sharpen Care if you need a reason fully removed for reporting purposes.
Can the same User Group be assigned to multiple Pause Reasons? Yes. A User Group can be assigned to as many pause reasons as needed, there is no exclusivity.
Why does my reason show "All groups" after I made changes? If every User Group in your environment is selected, the list view will collapse the display to "All groups." Remove at least one group from the assignment to display specific group names instead.
Related pages
This article is part of a series on Admin Configuration topics.