> 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/zh-tw/shang-wu-fu-wu/zoom-contact-center/expert-insights/configuring-agent-occupied-rules/workforce-management-integration.md).

# 人力管理整合

{% hint style="info" %}
本區段與目前使用 Zoom Workforce Management 的帳戶相關。
{% endhint %}

使用忙碌規則時，座席即使正在處理互動，也可能顯示為「就緒」—他們只是尚未達到忙碌門檻。這起初可能會讓預期忙碌座席應顯示為「忙碌」的 WFM 團隊感到擔心。

### <mark style="color:藍色;">Zoom Workforce Management 遵循設定</mark>

**重要的設定要求**：在您的 Zoom Workforce Management 偏好設定中，前往「座席狀態對應」分頁。「phone」活動（及其他類似活動）必須對應到「就緒」與「忙碌」兩種座席狀態。

**此功能之所以有效的原因：**

* 無論座席處於「就緒」或「忙碌」，都能維持排程遵循
* WFM 會根據活動對應來追蹤遵循情況，而不僅僅是狀態
* 此設定考量了忙碌規則所啟用的細緻容量模型


---

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