My Activity displays Hidden for an agent in WFM

Issue symptoms

My Activity displays Hidden for an agent in WFM. Why does this happen?

Resolution steps

Hidden activities in Workforce Management aren't secret. A Hidden activity is an internal placeholder that appears when you edit an agent's activity timeline to prevent overlap. Use the Hidden activity to extend a time range. It disappears after you adjust adjacent activities until no overlap remains.

Common causes include:

An agent didn't switch to a general task, such as a lunch break

Someone deleted an activity by mistake and must restore it

A data error caused no recorded activity

The timeline doesn't match the actual work; associate ticket activities with the correct workstream or add untagged tasks manually

For more information, see Managing agent activity.