> 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/zoom-workforce-management.md).

# Zoom 人力管理

本節簡要概述 Zoom Workforce Management 中的客服人員體驗。

{% hint style="info" %}
**注意**\
本節假設使用者已獲指派 Zoom Workforce Management 授權，且該產品已在帳戶中完成完整設定，包括預測、排程、活動、班次等主要功能。本節所述流程並非詳盡無遺，旨在提供對日常使用此產品的基本理解。若讀者有任何疑問，建議參閱 [Zoom Workforce Management 說明區段](/technical-library/zh-tw/shang-wu-fu-wu/zoom-workforce-management.md) 以取得產品及其基本元件的完整概覽，或與他們的 Zoom 帳戶團隊聯絡以獲得更多資訊。
{% endhint %}

### 檢視排程

透過網頁入口網站，Zoom Workforce Management 的客服人員可以檢視已發佈的排程，包括其班次期間安排的活動。若經授權，客服人員也可以使用此畫面檢視同一排程群組中其他客服人員的排程。

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfCekZ-2MnQNHfiUPr6YUMKn9LyhNJWe_jMCblkzjOt8kIOlSzSr3hiNYe1XhFtgKxNga1Z7RBkBSHb2KIfF09kcgdA9NJzg5E0g4Jbpnq5qUoPRBI0Dnbh-S1sGujMKbSbyVRTAw?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

### 排班變更請求

若經授權，客服人員可以從其排程中申請新增、變更或刪除已排定的活動，或變更活動的開始／結束時間。這讓客服人員能夠靈活地在出現意外情況時提出臨時排程變更，或將休息時間改到其他時段。若經主管核准，系統會自動將修改後的活動套用至使用者的排程。

如需更多資訊，請參閱 Zoom 的支援中心，了解 [申請變更排程或請假](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0073800).

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcpUYg8ltEhIwmjkGCxeI9BmJZEPxS7IQYu7niGViJcjH--l6K5yPO9oJ6lsnJiDv1XmhC3ilUO8cgq8fmYIjF8LK_f6GZQKwkcRMnlPqkXluXSebYb20C3qRIE0wcGb-MgMhE_?key=KRgQ_4ail54dHZXUquLpIw" alt="" width="375"><figcaption></figcaption></figure>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXd-grUfw4-HGZnsWD0MSPppdIu2IHnAmJknXWpdID4Kz8wHXz4RfAbx4xXItnL__774joAXRaZ6kw5POCwPntWlCxc3RfT_SuIiyQUnS2awY_hpxSZPJvmWifV0OKmDLDlzz_6NxA?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

#### <mark style="color:藍色;">外出不在辦公室申請</mark>

與排程變更申請類似，客服人員可使用 Zoom Workforce Management 網頁入口網站申請休假。若經主管核准，系統會自動將相關的外出不在辦公室活動套用至使用者的排程。

如需更多資訊，請參閱 Zoom 的支援中心，了解 [申請變更排程或請假](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0073800).

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXd8bntsTCHxe30UGvIo12xbWORh6MrfTVXj0XjwAv6gL9WzBigkpfd4_UI38PqJ4JjU7jppaTah2knqqfdnHUxbwH912fiyjNAvftzySkTTzRweUSU2HZxi4dVEaz2dIirUs9B0gQ?key=KRgQ_4ail54dHZXUquLpIw" alt="" width="375"><figcaption></figcaption></figure>


---

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