> 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/fr/services-affaires/zoom-contact-center/expert-insights/configuring-agent-occupied-rules/channel-load-monitoring.md).

# Surveillance de la charge des canaux

Les superviseurs peuvent accéder au Tableau de bord CX analyse des données et aux rapports pour consulter des informations complètes sur la charge des canaux, car ces données détaillées ne sont pas affichées dans les vues d’état Standard.

<div align="left"><figure><img src="https://4108585137-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FctBXUMeBy4rtLMmMkKRG%2Fuploads%2Fgit-blob-7c4722f685a5f6f6df13c0c4690328b9006b6afc%2Fimage.png?alt=media" alt=""><figcaption></figcaption></figure></div>

**Ce que les superviseurs doivent surveiller**:

* Nombre actuel d’engagements par type de canal
* Capacité restante avant l’état occupé
* Schémas d’utilisation propres à chaque canal
* Efficacité des règles Occupied et possibilités d’optimisation

**Bonnes pratiques analytiques**:

Plutôt que de simplement compter les agents « Ready », les superviseurs devraient :

1. Comprendre les règles Occupied configurées pour leurs équipes
2. Surveiller les Paramètres de capacité d’engagement dans différents profils d’agent
3. Analyser la répartition et les schémas de charge des canaux
4. Utiliser une analyse des données complète pour prendre des décisions de dotation en personnel et de routage


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