Why do I see some agent activity entries in black?

Question

Why do I see some agent activity entries in black on the Agent activity page?

Answer

Black entries represent one of these options:

No workstream, which means that no tickets match the criteria for any workstreams. If you review your workstreams and find tickets that match their criteria, there are several scenarios that can lead to No workstreams:

Workstreams won't track tickets retroactively. If you recently created or updated a workstream, update the ticket, so it matches the new workstream version.

A ticket only matches the workstream criteria after it is set to Solved. Zendesk WFM won’t recognize ticket updates done after the ticket is set to Solved. If the matching criteria is only met in an update done after the ticket is set to Solved, the ticket won't match the workstream.

Incorrect workstream configuration. Ensure that your workstream conditions cover all possible variations of your tickets’ lifecycle in Zendesk.

Tickets were created before the installation of Zendesk WFM. The Zendesk WFM platform only attempts matching tickets with Workstreams on tickets created after the platform was installed.

Multiple workstreams, which means that more than one workstream share the same conditions, hence a ticket matches multiple workstreams. Workstream matching depends on ticket updates. If a ticket is set to Closed while it is associated with multiple workstreams, it will always remain associated with multiple workstreams.

For more information, see these articles:

Understanding workstreams

Understanding agent activity tracking.