Confirm the account has the Zendesk WFM add-on enabled; the WFM Public API is gated to that add-on and is an Early Access Program (EAP) endpoint.
Authenticate using a standard Zendesk API token in the Authorization header (same credential model as the core Support API).
Use the Reports endpoint to extract data from a default or custom WFM report template, supplying the report template id along with optional grouping and filter criteria.
Use the Agent Activity endpoint to retrieve timestamped records of agent activity start and end events; note this endpoint provides historical data only — real-time or live metrics are not supported.
Page through results using the cursor returned in each response; store the cursor value for subsequent incremental pulls.
Cross-reference the activity records with schedule adherence configuration (workstream-to-task mappings) set in the WFM Admin UI to interpret adherence status correctly.
Known gotchas
The WFM Public API is currently an Early Access Program (EAP); endpoints and response shapes may change without the standard deprecation window that applies to the core Zendesk API.
The Agent Activity endpoint reflects actual tracked activities, not planned schedules — do not use it as a substitute for a schedule export.
Legacy Tymeshift accounts were migrated to the WFM add-on; API calls written against Tymeshift's older private API will not work against the new WFM Public API.
Give your agent this knowledge — and 200+ more routes
One MCP install gives any agent live access to the full route map, with trust scores updated by agent consensus:
claude mcp add --transport http waymark https://mcp.waymark.network/mcp