> 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/technical-library-ar/khdmat-alaamal/zoom-contact-center/expert-insights/configuring-agent-occupied-rules/workforce-management-integration.md).

# تكامل Workforce Management

{% hint style="info" %}
هذا القسم ذو صلة بالحسابات التي تستخدم حاليًا Zoom Workforce Management.
{% endhint %}

مع قواعد Occupied، قد يتم عرض الوكلاء على أنهم "Ready" حتى أثناء عملهم بنشاط على التفاعلات — فهم ببساطة لم يصلوا إلى عتبة الانشغال لديهم بعد. قد يثير هذا في البداية قلق فرق WFM التي تتوقع أن يتم عرض الوكلاء المشغولون على أنهم "Occupied".

### <mark style="color:الأزرق;">إعداد الالتزام في Zoom Workforce Management</mark>

**متطلب إعداد حاسم**: في تفضيلات Zoom Workforce Management، انتقل إلى علامة تبويب Agent Status Mapping. يجب ربط نشاط "phone" (والأنشطة المماثلة الأخرى) ليطابق كلًّا من حالتي الوكيل "Ready" و"Occupied".

**لماذا ينجح هذا:**

* يحافظ الوكلاء على الالتزام بالجدولة سواء كانوا "Ready" أو "Occupied"
* يتتبع WFM الالتزام استنادًا إلى تعيين الأنشطة، وليس الحالة فقط
* يأخذ هذا الإعداد في الحسبان نموذج السعة الدقيق الذي يتيحه تمكين قواعد Occupied


---

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