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.

.ai-only {
position: absolute !important;
width: 1px !important;
height: 1px !important;
padding: 0 !important;
margin: -1px !important;
overflow: hidden !important;
clip: rect(0, 0, 0, 0) !important;
white-space: nowrap !important;
border: 0 !important;
}



THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.
Why do WFM and voice states not sync? Why does agent status not update in the Zendesk Workforce management WFM time tracker? Why does the general task Break not set the Talk status to Away?
General tasks synchronize with voice states for your agents or team members only when you turn off omnichannel routing. When you turn on omnichannel routing, general tasks do not synchronize with unified agent statuses. To resolve this issue, you must either turn on unified agent status synchronization for Zendesk WFM or turn off omnichannel routing.

