Configuring Agent Occupied Rules
Authored by Bhargav Kode and Justin Steinberg
Introduction
Contact centers often struggle with rigid agent status systems that don't align with how modern agents actually work across multiple channels. Traditional systems force a binary choice: agents are either completely available or completely unavailable, with no flexibility for partial capacity scenarios. Zoom Contact Center addresses this limitation with two systems that, when paired together, give you precise control over agent workload.
Overview
Occupied Rules define the custom logic for when agents become "occupied" (unavailable for new engagements). These rules let you create sophisticated combinations—like becoming occupied when handling one voice call and three chats, or when managing five total messaging conversations across all channels.
Maximum Engagement Concurrency sets the per-channel limits for how many simultaneous engagements an agent can handle. For example, an agent might be configured to handle up to four chat sessions and six email conversations at the same time.
When an agent is occupied, they will not receive any new inbound engagements for any channel. When an agent is ready, they are eligible for new engagements, but which ones they receive depends on queue opt-ins, skills, and their maximum engagement capacity settings.
The key insight is that "occupied" defines the outcome (no new engagements), but your rules define how agents get there. An agent could become occupied from a single voice call, multiple chats, or any combination you configure. This document provides guidance to configure both systems effectively for your contact center operations.
Why Use Agent Occupied Rules?
Occupied Rules operate on a criteria-based system where you combine channels to create triggering conditions. The agent becomes occupied only when all criteria for a specific rule are met. This gives you complete control over agent transitions while allowing channel-specific flexibility.
Key benefits:
Combination Logic: Mix and match channels to create sophisticated rules
Flexible Channel Handling: Allow agents to accept messaging/email while on voice calls
Business-Aligned Logic: Configure rules that match your operational needs
Conclusion
Occupied Rules provide the flexibility to optimize agent utilization while maintaining service quality across multiple channels. Success requires aligning your configuration with business needs rather than just technical possibilities.
Key takeaways:
There's no universally correct configuration—design rules that match your operation
Use templates to enable consistency and simplify management
Monitor performance and adjust rules based on actual results
The investment in thoughtful configuration pays off through improved agent satisfaction, better customer service delivery, and more sophisticated workforce management capabilities.
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