> For the complete documentation index, see [llms.txt](https://library.zoom.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://library.zoom.com/business-services/zoom-contact-center/expert-insights/configuring-agent-occupied-rules/workforce-management-integration.md).

# Workforce Management Integration

{% hint style="info" %}
This section is relevant for accounts currently using Zoom Workforce Management.
{% endhint %}

With Occupied Rules, agents may show as "Ready" even while actively working on engagements—they simply haven't hit their occupied threshold yet. This can initially concern WFM teams who expect busy agents to show as "Occupied."

### <mark style="color:blue;">Zoom Workforce Management Adherence Configuration</mark>

**Critical Setup Requirement**: In your Zoom Workforce Management Preferences, navigate to the Agent Status Mapping tab. The "phone" activity (and other similar activities) must be mapped to correspond with both "Ready" and "Occupied" agent statuses.

**Why this works:**

* Agents maintain schedule adherence whether they're Ready or Occupied
* WFM tracks adherence based on the activity mapping, not just status
* This configuration accounts for the nuanced capacity model that Occupied Rules enable


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://library.zoom.com/business-services/zoom-contact-center/expert-insights/configuring-agent-occupied-rules/workforce-management-integration.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.