Does Zendesk WFM track activity on the Zendesk Support mobile app?

Question

Does Zendesk WFM track activity on the Zendesk Support mobile app?

Answer

No, Zendesk WFM doesn't track an agent’s time or activity if they work through the Zendesk Support mobile app. However, Zendesk WFM attributes point metrics to those tickets.

For example, if an agent solves one ticket from their mobile app, they will receive one solved point but will not have any tracking data for this ticket.

For more information, see this article: Custom report metrics.