> 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/technical-library/de/business-dienstleistungen/zoom-contact-center/expert-insights/configuring-agent-occupied-rules/channel-load-monitoring.md).

# Kanal-Lastüberwachung

Supervisors können auf das CX Analysen-Dashboard und Berichte zugreifen, um umfassende Informationen zur Kanalauslastung anzuzeigen, da diese detaillierten Daten in Standard-Statusansichten nicht angezeigt werden.

<div align="left"><figure><img src="/files/f745d2e1947d53afaba08d0c42a06c1f030c69a8" alt=""><figcaption></figcaption></figure></div>

**Was Supervisoren überwachen sollten**:

* Aktuelle Engagement-Anzahl pro Kanaltyp
* Verbleibende Kapazität vor dem belegten Status
* Kanalspezifische Nutzungsmuster
* Wirksamkeit der belegten Regeln und Optimierungsmöglichkeiten

**Analytische Best Practices**:

Anstatt lediglich „Bereit“-Agenten zu zählen, sollten Supervisoren:

1. Die für ihre Teams konfigurierten Occupied-Regeln verstehen
2. Die Einstellungen der Engagement-Kapazität über verschiedene Agentenprofile hinweg überwachen
3. Die Verteilung und Muster der Kanalauslastung analysieren
4. Umfassende Analysen nutzen, um Personal- und Weiterleitungsentscheidungen zu treffen


---

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