A hidden activity in Zendesk WFM is an entry that appears between the End Day and Start Day when editing activities. It behaves like any other activity but cannot have its type changed.
This hidden activity is crucial for avoiding overlapping entries when adjusting start or end times. To extend these times, you must first edit the hidden activity to the desired time before making further changes. This ensures smooth transitions and accurate time tracking.
In Zendesk Workforce Management (WFM), you can manage agent activities by editing or deleting completed activities. Ongoing activities, however, cannot be modified. To manage these activities, navigate to the Agent activity page in the Zendesk WFM…
No, ongoing activities in Zendesk Workforce Management (WFM) cannot be edited or deleted. Only completed activities are eligible for modifications. If you need to make changes, you must wait until the activity is completed. Once completed, you can…
To delete an agent activity in Zendesk WFM, navigate to the Agent activity page, select the agent, and use the options menu to delete the activity. Click the trash can icon next to the activity you wish to remove, then confirm by clicking Delete….
In Zendesk WFM, you cannot change one workstream to another or update a general task to a workstream. These limitations ensure consistency in activity tracking. When managing agent activities, you can edit the time spent or update the activity…