Why aren't my WFM and voice states syncing?

Issue symptoms

My agents change their status using the Zendesk Workforce management (WFM) time tracker, but their agent status doesn't update accordingly. For example, the general task Break doesn't set the Talk status to Away.

Resolution steps

General tasks synchronize with your agents’ voice states only when omnichannel routing is turned off. When omnichannel routing is turned on, general tasks don't synchronize with your agents’ unified agent statuses.

In this case, you should either turn on unified agent status synchronization for Zendesk WFM or turn off omnichannel routing.