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

Question

Why do agents show as untracked time for so long in WFM, even though they click Start day at the start of their shift?

Answer

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

Agents show 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 an agent's schedule begins with non-ticketing work, or if auto-tracking is deactivated, agents must manually click Start day in the time tracker. If auto-tracking is turned off, WFM doesn't track agent activity automatically, showing them as untracked, or causing activity details to change unexpectedly. To fix this, activate auto-tracking

Agents must sign out to prevent untracked time from recording at the end of their shift. Closing or signing out of Zendesk doesn't clock agents 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 moving agents to untracked time

To stop untracked time immediately:

Create an automation that detects untracked time and clocks users out

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

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