Announcing WFM agent activity CSV exports

Announced on | Rollout on
September 4, 2025 | September 4, 2025

We’re excited to share that Zendesk Workforce management (WFM) now supports CSV exports of the Agent activity timeline. This new functionality empowers teams to access, analyze, and report on agent activities outside the WFM interface, unlocking more powerful insights across planning, compliance, and performance use cases.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

You can now use the Agent activity page to export agents' activity timelines to a CSV file.

This export includes detailed entries of an agent’s day, such as workstreams, general tasks, and untracked time.

Why is Zendesk making this change?

The Agent activity export provides a structured view of time allocation for deeper analysis outside of the WFM interface.

These insights can be leveraged to:

Optimize workforce planning and analysis, such as identifying bottlenecks, unproductive periods, or excessive untracked time.

Support compliance and auditing, such as verifying activity logs against schedules and internal policies.

Facilitate performance evaluations by comparing time distribution trends across agents.

What do I need to do?

No action is required. To learn more see About the Agent activity page.

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.