Issue symptoms
My Activity displays Hidden for an agent in WFM. Why does this happen?
Resolution steps
Hidden activities in Workforce Management aren't secret. A Hidden activity is an internal placeholder that appears when you edit an agent's activity timeline to prevent overlap. Use the Hidden activity to extend a time range. It disappears after you adjust adjacent activities until no overlap remains.
Common causes include:
- An agent didn't switch to a general task, such as a lunch break
- Someone deleted an activity by mistake and must restore it
- A data error caused no recorded activity
- The timeline doesn't match the actual work; associate ticket activities with the correct workstream or add untagged tasks manually
For more information, see Managing agent activity.