> 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/es/servicios-comerciales/zoom-contact-center/expert-insights/configuring-agent-occupied-rules/workforce-management-integration.md).

# Workforce Management (WFM) Integraciones

{% hint style="info" %}
Esta sección es relevante para las cuentas que actualmente usan Zoom Workforce Management (WFM).
{% endhint %}

Con las Reglas de Ocupado, los agentes pueden Mostrar como "Ready" incluso mientras trabajan activamente en las interacciones; simplemente aún no han alcanzado su umbral de ocupado. Esto al principio puede preocupar a los equipos de WFM que esperan que los agentes ocupados se muestren como "Ocupado."

### <mark style="color:azul;">Zoom Workforce Management (WFM) Configuración de conformidad</mark>

**Requisito crítico de configuración**: En sus Preferencias de Workforce Management (WFM) de Zoom, navegue hasta la pestaña de tab de Asignación del estado del agente. La actividad "phone" (y otras actividades similares) debe asignarse para que corresponda tanto con los estados de agente "Ready" como con "Occupied".

**Por qué funciona:**

* Los agentes mantienen la adherencia al Programar ya sea que estén Listos o Ocupados
* WFM rastrea el cumplimiento en función del mapeo de actividades, no solo del estado
* Esta configuración tiene en cuenta el modelo de capacidad matizado que Habilitar las Reglas Ocupadas


---

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