> 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/zoom-customer-experience/agent-experience/engagement-handling.md).

# 互動處理

本節提供 Zoom Contact Center 各種管道中的互動處理詳情。根據指派給座席的佇列與聯絡管道，互動會以不同方式開始，並區分為 **即時** 與 **非同步** 互動，詳見以下各節。

### 即時互動

以下各節概述管理即時客戶互動的程序，包括 **即時訊息互動**，以及 **語音** 與 **視訊通話**.

#### <mark style="color:藍色;">**開始互動**</mark>

當佇列設定為手動接受互動（而非自動）時，座席會在 Zoom Workplace 應用程式中收到鈴響提示。 **根據您建立的流程**，通知彈出視窗中可能會包含客戶詳細資料。例如，下圖顯示從聊天機器人轉接至即時座席以獲得協助，右側標示由流程驅動的自訂變數，並包含 AI Companion 產生的使用者與機器人對話摘要。

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeKvVLGaFXL9wXtuFJxXW4gALUNmNfpOFMO5lQ0Ah8pYM5jZKjwKQBBNFL9bmd8bO6Hs5PbSfXOejh4UUekMgmuGw5uY8yUfoxHO2o4Aq_nBoh4Rmhh__T_iNhfY8Kx0DpHXGJgVA?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

或者，下圖顯示某使用者的語音佇列鈴響，且沒有任何先前的對話脈絡。

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXc6KKkX5SVX1t-LwZmVwoGIx_QZlLSguqxIw11cq9-lWv8zC1HJSD5frKram_2GHeKoluigG_Dp4sHnIxVi5mlfG2qHcvpEuH9tucYOSeKHspeVs0gIKKJmCxsSBLnlHBbFI2UOGQ?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

如果座席接受了互動，對話就會開始。如果拒絕，則會繼續在佇列中流向下一位座席。

#### <mark style="color:藍色;">**處理互動**</mark>

即時互動一經接受，使用者將可在對話中存取多個分頁。

此 **個人檔案** 分頁會依帳戶通訊錄與透過適用流程所收集的資訊，列出使用者資訊。

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfcXKngjMDGBQ6yW0uOPjYqFx57HJJYNRkVwIJpHB1WwkIlG1UXa0GzEwST-lFgfRCVbl88O8VXqUnPts53-RQ6Ql5ZR-phPgdkbToHnMwwvxqoY1o0o2po1cI_mV0c2olR-IRNyw?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

從畫面右側的 **個人檔案** 分頁中，座席可以切換至 **參與度** 分頁，在此可輸入對話筆記。

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXd3F9r0-wHuB7_kCqfB1x4a5TJlC50jB2qWG90lyXTnL-GRweY-bB5Rqhqgxj_e7m3zVEnM7dsF_xvlBuT-FjJTgy3D39Yke2rmNGiLl9JxVlx0h_xHtlJXb_EJJodHZsF-7v7vbg?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

此外，啟用即時轉錄後，座席可存取並搜尋對話的即時逐字稿，讓他們能從討論前段取得寶貴脈絡，而無須請客戶重複說明。

#### <mark style="color:藍色;">**完成互動**</mark>

互動結束後，座席將有機會整理最終筆記並在啟用時填寫處置結果。完成通話收尾後，座席會回到佇列中，準備下一次互動。

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeN0LQWCopMzVcbEIcBJvGWu_rMEjA5glMaBf6LX_BcnaKyNhuoSKL9CoHhZLIvB9-LavEI2opXeaTUawo4W3yR5qbjvIO2zTw6xmU3hc7kTNOHQa0AjqBfM6XTsvRbdI5VgxheOw?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

### 非同步互動

當座席被指派到非同步互動時，例如一則 **電子郵件**，使用者 *不會* 收到自動彈出提示。相反地，座席會在其 **開啟的互動** 清單中看到指派給他們的電子郵件，並 **互動** 分頁。

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfu7FQ-m55T_pCsCSZ83DMqdi8SwDTAvdH9GkH-Se5t2778ArMnXVvWbrbrGpe3tlzS20Rl0qNDubkfNS_Nioh31uYCGmkHm5la5cp_JmR-K3jx94pubfYMIfY9FxNTk_iyPEvxsQ?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

開啟互動後，座席即可開始並持續往返通信，直到問題解決；若有需要，若目前座席無法完成客戶的需求，則可將對話轉接或釋放回佇列或其他座席。

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdp07Ma-F7Wb-30HgO2vvoPEuC3OfZuQXK55yWFRVt76E6oCO-qf5Q4WuQZEhdV8OPOQ8dIs1BlBHFHtfzHy-0l8WpYS2Aed-e8VKa43KnfcW0eSaMQUwzQSyytJU83zh1bxWmdmA?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcJUUSt3bg8mOLM7Cn3xLdCWkWo9tJW7GX8UD2I89yncqcJYg1yJc2FDA04nPWU5WJQvpsNenMsX-_VPTFIWhTFfTho_plaaLqRUs_eBEorr5guNiE1zeUdpTHvUejWRamOln4Mug?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>


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