> 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/nl/zakelijke-services/zoom-contact-center/expert-insights/configuring-agent-occupied-rules/workforce-management-integration.md).

# Workforce Management Integratie(s)

{% hint style="info" %}
Deze sectie is relevant voor accounts die momenteel Zoom Workforce Management gebruiken.
{% endhint %}

Met Bezet-regels kunnen agenten als "Ready" worden Weergegeven, zelfs terwijl ze actief aan interacties werken—ze hebben simpelweg hun bezetdrempel nog niet bereikt. Dit kan in eerste instantie zorgen baren bij WFM-teams die verwachten dat agenten die Bezet zijn, als "Occupied" worden Weergegeven.

### <mark style="color:blauw;">Zoom Workforce Management-nalevingsconfiguratie</mark>

**Kritische installatievereiste**: Ga in uw Zoom Workforce Management-voorkeuren naar het Tabblad Agent Status Mapping. De activiteit "phone" (en andere vergelijkbare activiteiten) moet worden toegewezen om overeen te komen met zowel "Ready" als "Occupied" agentstatussen.

**Waarom dit werkt:**

* Agenten blijven hun Planning naleven, of ze nu Ready of Occupied zijn
* WFM houdt de naleving bij op basis van de activiteitstoewijzing, niet alleen de status
* Deze configuratie houdt rekening met het genuanceerde Capaciteit-model dat Bezet-regels Inschakelen mogelijk maakt


---

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