> 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).

# 人力管理說明

## 概覽

Zoom Workforce Management 透過預測來電量並優化所有通路的人員排班，簡化聯絡中心作業。作為 Zoom 完整的 Workforce Engagement Management 套件的一部分，它與 Quality Management 搭配運作，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>

### 主要功能與優勢：

* 適用於語音、視訊、訊息（簡訊、社群媒體等）與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專員技能組合、通路需求與服務水準協議（SLA）最佳化排班
* 即時遵循度追蹤，可監控客服人員狀態、績效，以及日內員工與團隊管理
* 有助確保客戶互動由具備正確技能且人力充足的團隊處理
* 用於即時調整的工具，可預判並管理未來需求
* 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。此解決方案可於全球提供給託管在 Zoom 美國叢集（US01）上的客戶，並可於歐洲地區提供給託管在 Zoom 歐洲叢集（EU01）上的客戶。若您不確定哪個叢集適用於您的帳戶，請與您的 Zoom 帳戶團隊聯絡以取得更多資訊。

{% 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" %}
[代理人體驗](/technical-library/zh-tw/shang-wu-fu-wu/zoom-workforce-management/workforce-management-explainer/agent-experience.md)
{% endcontent-ref %}


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://library.zoom.com/technical-library/zh-tw/shang-wu-fu-wu/zoom-workforce-management/workforce-management-explainer.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.