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

# Monitorização da carga do canal

Os supervisores podem acessar o painel de análises CX e os relatórios para ver informações abrangentes de carga do canal, pois esses dados detalhados não são exibidos nas visualizações de status padrão.

<div align="left"><figure><img src="/files/689cd1f301b4ca9889c391356d8f5486bdc693b3" alt=""><figcaption></figcaption></figure></div>

**O que os supervisores devem monitorar**:

* Contagem atual de engajamento por tipo de canal
* Capacidade restante antes do status ocupado
* Padrões de utilização específicos por canal
* Eficácia da regra de ocupado e oportunidades de otimização

**Melhores práticas analíticas**:

Em vez de simplesmente contar os agentes "Ready", os supervisores devem:

1. Compreender as Regras de Ocupado configuradas para as suas equipas
2. Monitorar as Configurações de capacidade de engajamento em diferentes perfis de agente
3. Analisar a distribuição e os padrões de carga por canal
4. Usar análises abrangentes para tomar decisões de pessoal e de Roteamento


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