> 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

呼叫中心通常难以应对僵化的坐席状态系统，这些系统无法契合现代坐席实际跨多个频道的工作方式。传统系统强制进行二元选择：坐席要么完全在线，要么完全不可用，无法灵活应对部分容量的情形。Zoom 呼叫中心通过两个系统解决了这一限制；将它们结合使用时，您可以精确控制坐席工作负载。

## 概述

忙碌规则定义了坐席何时变为“忙碌”（无法接收新的互动）的自定义逻辑。这些规则可让您创建复杂的组合，例如：当处理一通语音通话和三个聊天时变为忙碌，或者当管理所有频道中总计五个发送消息会话时变为忙碌。

最大互动并发数设置了坐席可处理的同时互动数量的每频道限制。例如，坐席可能被配置为最多可同时处理四个聊天会话和六个电子邮件会话。

当坐席处于忙碌状态时，他们不会收到任何频道的任何新拨入互动。当坐席准备就绪时，他们有资格接收新的互动，但实际接收哪些互动取决于队列加入选项、技能及其最大互动容量设置。

关键要点是，“忙碌”定义了结果（无新互动），而您的规则定义了坐席如何达到该状态。坐席可能因一通语音通话、多个聊天或您配置的任何组合而变为忙碌。本文档提供了相关指导，帮助您为呼叫中心运营有效配置这两个系统。

## 为什么使用坐席忙碌规则？

忙碌规则采用基于条件的系统，您可以组合频道来创建触发条件。只有满足特定规则的所有条件时，坐席才会变为忙碌状态。这使您能够完全控制坐席状态转换，同时允许按频道灵活处理。

**主要优势**:

* 组合逻辑：混合搭配频道以创建复杂规则
* 灵活的频道处理：允许坐席在进行语音通话时接受发送消息/电子邮件
* 符合商业版需求的逻辑：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

忙碌规则可让您在维持多个频道服务质量的同时，灵活优化坐席利用率。要取得成功，需要使您的配置与商业版需求保持一致，而非仅仅考虑技术可行性。

**关键要点**:

* 不存在普遍正确的配置——请设计符合您运营方式的规则
* 使用模板以启用一致性并简化管理
* 监控绩效，并根据实际结果调整规则

对周密配置的投入将带来回报，包括提升坐席满意度、改善客户服务交付，以及获得更成熟的劳动力管理能力。


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