> 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/pt/servicos-corporativo-for-plan/zoom-contact-center/expert-insights/configuring-agent-occupied-rules/workforce-management-integration.md).

# Workforce Management (WFM) Integrações

{% hint style="info" %}
Esta seção é relevante para contas que atualmente usam Zoom Workforce Management (WFM).
{% endhint %}

Com as Regras de Ocupado, os agentes podem Mostrar como "Ready" mesmo enquanto trabalham ativamente em interações — eles simplesmente ainda não atingiram o seu limiar de ocupado. Isso pode inicialmente preocupar as equipas WFM que esperam que os agentes ocupados Mostraram como "Occupied."

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

**Requisito Crítico de Configuração**: Nas suas Preferências do Zoom Workforce Management, navegue até a aba Mapeamento de Status do Agente. A atividade "phone" (e outras atividades semelhantes) deve ser mapeada para corresponder tanto aos status do agente "Ready" quanto ao "Occupied".

**Por que isto funciona:**

* Os agentes mantêm a aderência ao Agendar, estejam eles Prontos ou Ocupados
* WFM acompanha a adesão com base no mapeamento de atividades, não apenas no estado
* Esta configuração leva em conta o modelo de capacidade diferenciado que as Regras Ocupadas ajudam a Habilitar


---

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