Why are agents showing as being in untracked time for so long in WFM?

Question

Why am I showing as being in untracked time for so long in WFM?

Answer

Several situations cause agents to show as being in untracked time for extended periods:

Agents show as being in untracked time when their activities aren’t captured under any configured workstream or general task. To reduce untracked time, ensure workstreams cover all expected tasks and check scheduling gaps.

If their schedule begins with non-ticketing work, such as a meeting, or if auto-tracking is deactivated for them, agents must manually start their day in the Zendesk workforce management (WFM) time tracker.

They must also sign out to prevent untracked time from being recorded at the end of their shift. Closing or signing out of Zendesk doesn't clock them out or end their day.

Managing tickets in bulk can cause some actions to go untracked in WFM, resulting in missing agent activity records.

Confirm there's no automation in place moving agents to untracked time.

To immediately stop untracked time:

Create an automation that detects untracked time and clocks users out.

Edit the time spent on an activity by adjusting its start or end time, or update the activity performed during that time.

To understand the cause of untracked time, verify the breakdown of the agent's activity when they ended their day. For more information, see About the Agent activity page.