Configuration Examples

The following examples demonstrate how to configure Occupied Rules in your Zoom Contact Center account.

Single Channel Occupied Rules

In this example, we configure only the voice/video channel in the Occupied Rules. With this configuration, agents will enter the Occupied state exclusively when handling a voice call or a video call. All other communication channels will not trigger the Occupied state for the agent.

Voice/Video Configuration Example

Rule: agent becomes occupied when handling one voice call or one video call.

Result: agent cannot receive any new engagements (from any channel) while on a voice or video call.

Multi-Channel Individual Rules

In this example, we configure the Occupied Rules for three separate channels: voice/video, email, and message. Each channel has its own independent rule. With this configuration, agents will enter the Occupied state whenever any of these three rules are matched. This approach allows each channel to trigger the Occupied state independently, creating three distinct scenarios in which an agent can become occupied.

Separate Channel Limits Example

Rule 1: Occupied when handling 1 voice call or video call

Rule 2: Occupied when email channel load is at 100%

Rule 3: Occupied when messaging channel load is at 100%

Multi-Channel Concurrent Rules

In this example, we configure Occupied Rules for voice/video, email, and message channels using a multi-channel approach. Instead of creating separate rules for each channel, we combine multiple channels within each rule. The configuration consists of two rules, with each rule containing multiple channel conditions. For an agent to become occupied, they must match ALL conditions within ANY single rule. This approach provides more flexible control over when agents are considered occupied across different communication channels.

Combination Configuration Example

This flexibility allows organizations to optimize for their specific business needs—there is no universally "correct" configuration.

Rule 1: agent becomes occupied when handling one voice or video call AND 100% messaging channel load

OR

Rule 2: agent becomes occupied when handling one voice or video call AND 100% email channel load

When voice or video is included in a combination rule with other channels, it will not automatically set the agent’s state to Occupied when the agent is on a voice or video call. Instead, it waits until all rule conditions are met. This allows agents to continue handling messages or emails while on a voice or video session.