WFM status does not synchronize with agent voice status

Issue symptoms

I select/change the status from Zendesk Workforce management (WFM) settings, but the agent status doesn't change with it. For example, the general task Break does not set the Talk status to Away.

Resolution steps

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

To ensure general tasks synchronize with you agents' voice status, switch off omnichannel routing.