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How Zendesk WFM Tracks Agent Activity - Frequently asked questions

Discover how Zendesk WFM monitors agent activity. Explore FAQs on tracking methods, data accuracy, and integration with Zendesk for efficient workforce management.

Frequently asked questions

How does Zendesk WFM automatically track agent activity?

Zendesk WFM automatically tracks agent activity in real-time. Agents can seamlessly switch between tasks like handling tickets, initiating chats, or making calls, and Zendesk WFM will gather this data without any manual input required. This…

Can agents manually log activities in Zendesk WFM?

Yes, agents can manually log certain activities in Zendesk WFM. While the system automatically tracks most work-related tasks, agents need to manually log activities such as lunch breaks or other non-work-related tasks. This manual logging allows…

What should I do if a Zendesk WFM link is broken?

If you encounter a broken link in Zendesk WFM, it might be due to a temporary issue. It's best to check back later or reach out to Zendesk support for assistance. In some cases, articles may be updated or replaced, as was the case with the 'Agent…

Where can I find more resources on Zendesk WFM agent activity?

For more resources on Zendesk WFM agent activity, you can explore the 'Agent Activity' page. This page provides detailed insights and may include videos or additional documentation to help you understand the feature better. If you're looking for…

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