Question
Why do I see occasional agent status gaps when monitoring agent activity in Zendesk WFM?
Answer
When you monitor agent activity in real time, you may occasionally observe very short intervals where an agent’s status doesn’t immediately update. This is a natural result of how data flows through modern distributed systems, and how Zendesk WFM processes events in micro‑batches to balance speed and reliability.
- Why it happens: To ensure high availability and consistency, Zendesk WFM groups rapid status changes into small data windows before it presents them in the UI. This approach prevents dropped events during network blips or momentary high load.
- What you see: A fraction‑of‑a‑second delay in status updates, typically less than 2 to 3 seconds, during periods of exceptionally rapid activity or transient connectivity fluctuations.
- Why you can trust it: Even during these brief windows, Zendesk WFM records every single event.
For more information, see this article: About the Agent activity page.