> 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-workforce-management/workforce-management-explainer.md).

# Workforce Management 說明

## 概覽

Zoom Workforce Management 透過預測來電量並在所有通路中最佳化人員排班，簡化聯絡中心作業。它是 Zoom 全方位 Workforce Engagement Management 套件的一部分，並與 Quality Management 協同運作，以提升聯絡中心效能與營運效率。

<div data-with-frame="true"><figure><img src="/files/ed3008750ed88438e91c0f15a5f877aa5e997c22" alt=""><figcaption></figcaption></figure></div>

### 主要功能與優點：

* 適用於語音、視訊、訊息（簡訊、社群媒體等）和電子郵件通路的全通路排班與預測
* 智慧自動化可根據客服人員技能組合、通路需求及服務水平協議（SLA）來最佳化排班
* 即時遵循追蹤可監控客服人員狀態、績效，以及日內員工與團隊管理
* 有助於確保客戶互動由人力充足且具備正確技能的團隊處理
* 可進行即時調整的工具，以預測並管理未來需求
* 與 Zoom Contact Center 和 Quality Management 解決方案整合，提供完整的 Workforce Engagement Management（WEM）套件

目前，Zoom Workforce Management 與 Zoom Contact Center、Workday 和 ServiceNow 相容。此解決方案可在全球範圍內提供給託管於 Zoom 美國叢集（US01）的客戶，並且對於託管於 Zoom 歐洲叢集（EU01）的客戶，也可在歐洲當地使用。若您不確定哪個叢集適用於您的帳戶，請聯繫您的 Zoom 帳戶團隊以取得更多資訊。

{% content-ref url="/pages/82e17c18bb8696a0c4d863cfe5bd0dcbcdc34cfe" %}
[核心概念](/technical-library/zh-tw/shang-wu-fu-wu/zoom-workforce-management/workforce-management-explainer/core-concepts.md)
{% endcontent-ref %}

{% content-ref url="/pages/3bd923f617e60d99a5f6c45c4a353d1c766913b2" %}
[管理](/technical-library/zh-tw/shang-wu-fu-wu/zoom-workforce-management/workforce-management-explainer/management-and-administration.md)
{% endcontent-ref %}

{% content-ref url="/pages/9a6e485bad76cb69941d4959b04dada80625b847" %}
[客服專員體驗](/technical-library/zh-tw/shang-wu-fu-wu/zoom-workforce-management/workforce-management-explainer/agent-experience.md)
{% endcontent-ref %}


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