Question

How does Zendesk WFM track agent activity in Zendesk?

Answer

Zendesk WFM tracking is automatic. Agents can switch between tickets, initiate a chat, or make a call. Meanwhile, Zendesk WFM tracks and gathers this data in real-time. You can enable auto-tracking for individual agents.

In addition to automatic tracking, you can also create general tasks for lunch, breaks, and other activities. Note that agents will have to log into these activities manually. You can also retroactively add tasks to an agent's schedule to correct for adjustments if necessary.

Note: When omnichannel routing is turned on, general tasks do not synchronize with unified agent statuses. In that situation, agents must manually change their status on Support and WFM.

For more information, see this article: About the Agent activity page.