How does Zendesk WFM track agent activity in Zendesk?

Question

Answer

Zendesk WFM tracking is automatic. Agents can switch between tickets, initiate a chat, or make a call. Meanwhile, Zendesk WFM tracks and gathers this data in real-time. You can enable auto-tracking for individual agents.

In addition to automatic tracking, you can also create general tasks for lunch, breaks, and other activities. Note that agents will have to log into these activities manually.

For more information, see this article: About the Agent activity page.