> 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).

# 與 Workforce Management 整合

{% hint style="info" %}
此部分適用於目前使用 Zoom Workforce Management 的帳戶。
{% endhint %}

在「Occupied 規則」下，即使代理人正在積極處理互動，他們也可能顯示為「Ready」——只是尚未達到其占用門檻。這起初可能會讓預期忙碌中的代理人應顯示為「Occupied」的 WFM 團隊感到疑慮。

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

**關鍵設定要求**：在您的 Zoom Workforce Management 偏好設定中，前往「Agent Status Mapping」分頁。「phone」活動（以及其他類似活動）必須對應到「Ready」與「Occupied」兩種代理人狀態。

**原因如下：**

* 代理人無論處於 Ready 或 Occupied，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
* 此設定納入了 Occupied 規則所啟用的細緻容量模型


---

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