Announcing the general availability of unified agent status synchronization for Zendesk WFM

Announced on | Rollout starts | Rollout ends
February 4, 2026 | February 4, 2026 | March 31, 2026

We’re excited to announce that unified agent status synchronization for Zendesk Workforce Management (WFM) is now generally available.

With Zendesk WFM unified agent status synchronization, WFM synchronizes agent statuses and activity data directly from Zendesk’s omnichannel routing.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Unified agent status synchronization with WFM allows admins to map agent statuses to specific workstreams. This eliminates the need for agents to update their availability in two systems and improves real-time accuracy in adherence, utilization, and reporting. You can calculate adherence and track activities using agent statuses configured in omnichannel routing instead of general tasks.

Key highlights:

One-click enablement: Admins can turn on unified agent status synchronization from WFM settings (requires omnichannel routing).

Unified presence tracking: Agents have a more centralized way to manage presence and activities by setting their unified agent statuses in the Agent Workspace.

Smarter adherence: Adherence combines ticket activity and mapped agent status.

Idle time tracking: Replaces Untracked time for more accurate productivity insights.

Offline (sign-out): Periods marked as sign-out are excluded from adherence.

Chrome extension activities: Chrome extension activities are captured and visible in timelines but not editable.

End of day: Agents’ day ends automatically via automation when they sign out.

Why is Zendesk making this change?

Customers asked for simpler workflows and more accurate reporting. With this synchronization:

Managers get a real-time, unified view of agent status and adherence.

Adherence, occupancy, and utilization metrics are now more precise.

Agents no longer need to log into multiple places to clock in and out or manage activities.

What do I need to do?

Ensure omnichannel routing is turned on in Zendesk Admin Center.

In WFM settings, turn on unified agent status synchronization for Zendesk WFM

Map your agent statuses to workstreams for adherence tracking and classify your status as paid or unpaid

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.