Best practices for unified agent status synchronization with Zendesk WFM


This article provides best practices for getting accurate metrics when you turn on unified agent status synchronization for Zendesk WFM.


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Workforce Management (WFM) or Workforce Engagement Management (WEM)







Summary: ◀▼
Use unified agent status synchronization to improve occupancy and utilization tracking by configuring statuses correctly, mapping them as paid/unpaid and productive/unproductive, and setting up automations to close work sessions after shifts. Train agents to manually end their day to prevent inaccurate offline time. These steps help maintain accurate workforce management metrics and support effective team performance monitoring.




This article provides best practices for getting accurate metrics when you turn on
unified agent status synchronization for Zendesk WFM.
Related articles:

Turning on unified agent status synchronization for Zendesk
WFM

When you turn on unified agent status synchronization for Zendesk WFM, keep these
best practices in mind to ensure accurate occupancy and utilization calculations:


Configure agent statuses correctly in Admin Center: Online, Away,
Transfers Only, and Offline. See Managing the unified agent statuses available to your agents.

Map statuses in WFM as paid or unpaid and productive or unproductive
based on how your business works. See Mapping unified agent statuses in WFM.

Set up an End of day automation to close work sessions when agents finish
their shifts. This helps prevent excessive offline time accumulation. See Creating WFM automations to manage agent activity.

Train agents to manually end their day when they finish work, not just
close their computers. See Setting your status.


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