Question
How does Zendesk WFM track agent activity in Zendesk?
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.
In addition to automatic tracking, you can 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.