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

# Workforce Management (WFM) integreringar

{% hint style="info" %}
Det här avsnittet är relevant för konton som för närvarande använder Zoom Workforce Management (WFM).
{% endhint %}

Med Occupied Rules kan agenter visas som "Ready" även när de aktivt arbetar med ärenden — de har helt enkelt inte nått sin upptagna tröskel än. Detta kan till en början oroa WFM-team som förväntar sig att upptagna agenter ska visas som "Occupied."

### <mark style="color:blå;">Zoom Workforce Management (WFM) Adherence Configuration</mark>

**Kritiskt installationskrav**: I dina Zoom Workforce Management Preferences, navigera till flik för Agent Status Mapping. Aktiviteten "phone" (och andra liknande aktiviteter) måste mappas så att den motsvarar både agentstatusarna "Ready" och "Occupied".

**Varför detta fungerar:**

* Agenter upprätthåller efterlevnad av schemalägga oavsett om de är Redo eller Upptagna
* WFM spårar efterlevnad baserat på aktivitetsmappningen, inte bara statusen
* Den här konfigurationen tar hänsyn till den nyanserade kapacitetsmodellen som Occupied Rules aktivera


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