Workforce Management Integration

This section is relevant for accounts currently using Zoom Workforce Management.

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."

Zoom Workforce Management Adherence Configuration

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