Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management |
| Access | Admin |
One status, set once, understood by both products. Removes a whole category of inaccuracy.
Turn it on
- Map your statuses to activities first.
- Open the synchronisation setting in Workforce Management.
- Enable it.
- Have an agent change status and confirm it appears.
- Tell the team what changed.
What it fixes
Without it, agents effectively maintain their availability twice. Nobody does that reliably, so one of the two is always wrong, and adherence is measured against the wrong one.
Map before you enable
Synchronising unmapped statuses produces gaps rather than accuracy. Get the mapping right first; this switch is the last step, not the first.
What agents notice
One place to set availability instead of two. That is a genuine improvement for them, and it is worth saying so rather than announcing a tracking change.
Adherence becomes meaningful
Comparing the schedule against real availability rather than against a status somebody forgot to update. That is when the number starts being worth reading.
Check after any status change
Adding a status in Support without mapping it here reintroduces the gap. This is the pairing that breaks quietly.
Give it a fortnight before judging
Early adherence figures reflect people learning to use statuses properly. Reacting to week one measures the change, not the team.
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