Best practices for unified agent status synchronization with Zendesk WFM

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<p id="docs-hc-snippet" style="display: none;">This article provides best practices for getting accurate metrics when you turn on unified agent status synchronization for Zendesk WFM.</p>
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<p id="docs-ai-summary-content">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.</p>
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<p class="p" dir="ltr">This article provides best practices for getting accurate metrics when you turn on
unified agent status synchronization for Zendesk WFM.</p>
<p class="p">Related articles:</p>
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<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">Turning on unified agent status synchronization for Zendesk
WFM</a></li>
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<p class="p" dir="ltr">When you turn on unified agent status synchronization for Zendesk WFM, keep these
best practices in mind to ensure accurate <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_ocb_3n4_52c__occupancy_rate_ocr" target="_blank">occupancy</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__utilization_ocr" target="_blank">utilization</a> calculations:</p>
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<strong class="ph b">Configure agent statuses correctly</strong> in Admin Center: Online, Away,
Transfers Only, and Offline. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5133588225690" target="_blank">Managing the unified agent statuses available to your agents</a>.</li>
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<strong class="ph b">Map statuses in WFM</strong> as paid or unpaid and productive or unproductive
based on how your business works. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10117789027610" target="_blank">Mapping unified agent statuses in WFM</a>.</li>
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<strong class="ph b">Set up an End of day automation</strong> to close work sessions when agents finish
their shifts. This helps prevent excessive offline time accumulation. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374423066" target="_blank">Creating WFM automations to manage agent activity</a>.</li>
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<strong class="ph b">Train agents</strong> to manually end their day when they finish work, not just
close their computers. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410545721114#topic_xvw_ytp_m5b" target="_blank">Setting your status</a>.</li>
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