> 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/shang-ye-ban-fu-wu/zoom-contact-center/expert-insights/configuring-agent-occupied-rules.md).

# 配置坐席忙碌规则

## 简介

呼叫中心经常会在僵化的坐席状态系统上遇到困难，因为它们无法与现代坐席在多个频道上实际工作的方式相匹配。传统系统迫使人们二选一：坐席要么完全在线，要么完全离线，没有任何针对部分容量场景的灵活性。Zoom 呼叫中心通过两个系统解决了这一限制，将它们配合使用后，可让您精确控制坐席工作量。

## 概述

占用规则定义了当坐席何时变为“占用”（不能处理新的参与）的自定义逻辑。这些规则可让您创建复杂组合——例如在处理一通语音通话和三个聊天时变为占用，或在跨所有频道管理五个发送消息会话时变为占用。

最大参与并发数为每个频道设置限制，规定坐席可同时处理多少个参与。例如，您可以将坐席配置为最多同时处理四个聊天会话和六个电子邮件会话。

当坐席处于占用状态时，他们不会收到任何频道上的新拨入参与。当坐席在线时，他们可以接受新的参与，但具体接收哪些参与取决于队列加入意向、技能以及其最大参与容量设置。

关键在于，“占用”定义的是结果（没有新的参与），而规则定义的是坐席如何达到该结果。坐席可能因一通语音通话、多个聊天或您配置的任意组合而变为占用。本文档提供指导，帮助您为呼叫中心运营有效配置这两个系统。

## 为什么要使用坐席占用规则？

占用规则基于条件系统运行，您可将各个频道组合起来创建触发条件。只有当特定规则的所有条件都满足时，坐席才会变为占用。这使您能够完全控制坐席状态切换，同时保留特定频道的灵活性。

**主要优势**:

* 组合逻辑：混合搭配频道，创建复杂规则
* 灵活的频道处理：允许坐席在进行语音通话时接收发送消息/电子邮件
* 商业版一致的逻辑：配置符合您运营需求的规则

{% content-ref url="/pages/ad7d52c2982b67430d2e050c8bbf7516c08ae3e9" %}
[配置示例](/technical-library/zh/shang-ye-ban-fu-wu/zoom-contact-center/expert-insights/configuring-agent-occupied-rules/configuration-examples.md)
{% endcontent-ref %}

{% content-ref url="/pages/f0606a7aee786a544b937745a777f827d1fd6ef5" %}
[最大并发互动容量](/technical-library/zh/shang-ye-ban-fu-wu/zoom-contact-center/expert-insights/configuring-agent-occupied-rules/maximum-concurrent-engagement-capacity.md)
{% endcontent-ref %}

{% content-ref url="/pages/94caefba95d26d56fd647772fa3451cd2da3c182" %}
[频道负载监控](/technical-library/zh/shang-ye-ban-fu-wu/zoom-contact-center/expert-insights/configuring-agent-occupied-rules/channel-load-monitoring.md)
{% endcontent-ref %}

{% content-ref url="/pages/bba6e98f705630813b444bd7d10c1ed5c737adb6" %}
[实施最佳实践](/technical-library/zh/shang-ye-ban-fu-wu/zoom-contact-center/expert-insights/configuring-agent-occupied-rules/implementation-best-practices.md)
{% endcontent-ref %}

{% content-ref url="/pages/92247a50ffb8acad4505a4ceed1374b410c82c0b" %}
[劳动力管理集成](/technical-library/zh/shang-ye-ban-fu-wu/zoom-contact-center/expert-insights/configuring-agent-occupied-rules/workforce-management-integration.md)
{% endcontent-ref %}

## 结论

占用规则提供了灵活性，可在多个频道中优化坐席利用率，同时保持服务质量。成功的关键在于让您的配置与业务需求保持一致，而不仅仅是技术上的可能性。

**要点总结**:

* 没有放之四海而皆准的正确配置——请设计与您的运营相匹配的规则
* 使用模板以启用一致性并简化管理
* 监控性能，并根据实际结果调整规则

对周到配置的投入会通过提升坐席满意度、改善客户服务交付以及更高级的劳动力管理能力而获得回报。


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