In Zendesk Workforce management (WFM), admins can manage agent activity by editing and deleting completed activities from the Agent activity page. Ongoing activities can’t be edited or deleted.
You may want to manage agents' activity so that their work is tracked correctly. For example, if an agent forgets to switch to a general task, such as a lunch break, then you can update the activity.
To manage agent activities
- In the Zendesk WFM web app, hover over the agent folder (
) in the navigation bar, then select Agent activity. - (Optional) If you want to edit activity for a previous day, use the date picker.
- Find the agent whose activity you want to edit, then click their name.
- From the Summary panel, click the options menu (
) and select Edit activities.
- Take one of the following actions:
- Edit the time spent on an activity or update the activity, then click Submit.
Note: When updating an activity, note that it's not possible to change one workstream to another workstream, update a general task to a workstream, or change untracked time to a workstream.
- Click the trash can (
) to delete an activity, then click Delete.
This action can't be undone.
- Edit the time spent on an activity or update the activity, then click Submit.
- Click Done.
When an activity is edited or deleted, you can view who made the change and when by hovering over the information icon.
About hidden activities
When editing an activity, in between the End Day and Start Day, there's a Hidden activity entry. This entry behaves like any other activity, with the exception that the activity type can't be changed and is visible only when editing activities.
The hidden activity helps you avoid overlapping entries when extending or reducing Start Day and End Day times. With this entry, when extending start or end times, you must edit the hidden activity to the desired extended time first and then extend the start or end times to the same time.