An activity was tracked incorrectly in WFM

Issue symptoms

The time of an activity was incorrectly tracked in workforce management (WFM). I'd like to understand why.

Resolution steps

Troubleshoot activity tracking for your agents by following these steps:

Remind your team members to be mindful of tracking if the issues are one-offs

Ensure agents don't accidentally lock themselves into activities and forget about them

For example, if an agent clocks into Any Task for more than 5 hours 30 min, it clocks them out, ends their day, and deletes that time from their timesheet

For a long-term solution, create an automation that sends an agent a message if they clock into an activity for too long, or an automation that clocks an agent out if they clock into an activity for a shorter period than 5 hours 30 min

Verify if your team configured an automation to clock out and adjust it if possible