Why aren't my WFM and voice states syncing?

Issue symptoms

My agents use the Zendesk Workforce management (WFM) time tracker to change their status, but the agent status doesn't update accordingly. For example, the general task Break doesn't set the Talk status to Away.

Resolution steps

General tasks synchronize with the voice states of your agents only when omnichannel routing is turned off. When omnichannel routing is turned on, general tasks don't synchronize with your agents’ unified agent statuses.

As a solution:

Either turn on unified agent status synchronization for Zendesk WFM

Or turn off omnichannel routing