> 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/configuration-examples.md).

# 配置示例

以下示例演示如何在您的 Zoom 呼叫中心 账户中配置占用规则。

### <mark style="color:蓝色;">单频道占用规则</mark>

在此示例中，我们在占用规则中仅配置语音/视频频道。采用此配置后，坐席仅在处理语音通话或视频呼叫时才会进入占用状态。其他所有通信频道都不会触发坐席的占用状态。

#### 语音/视频配置示例

<div align="left"><figure><img src="/files/a9ec9a4fcb3abbb32c1497e82a45471b68a57686" alt="" width="456"><figcaption></figcaption></figure></div>

{% hint style="success" %}
规则：坐席在处理一个语音通话或一个视频呼叫时变为占用。

结果：坐席在进行语音或视频呼叫时无法接收任何新的交互（来自任何频道）。
{% endhint %}

### <mark style="color:蓝色;">多频道单独规则</mark>

在此示例中，我们采用多频道方式为语音/视频、电子邮件和消息配置占用规则。我们不为每个频道分别创建规则，而是在每条规则中组合多个频道。该配置包含两条规则，每条规则都包含多个频道条件。要使坐席变为占用，他们必须匹配任意单条规则中的所有条件。此方法可更灵活地控制坐席在不同通信频道中何时被视为占用。

#### 分离频道限制示例

<div align="left"><figure><img src="/files/2360b573066f5b87b07e254a2f103522ab93ec0d" alt="" width="456"><figcaption></figcaption></figure></div>

{% hint style="success" %}
规则 1：在处理 1 个语音通话或视频呼叫时占用

规则 2：当电子邮件频道负载达到 100% 时占用

规则 3：当发送消息频道负载达到 100% 时占用
{% endhint %}

### <mark style="color:蓝色;">多频道并发规则</mark>

在此示例中，我们使用多频道方法为语音/视频、电子邮件和消息频道配置占用规则。我们不是为每个频道创建单独规则，而是在每条规则中组合多个频道。该配置由两条规则组成，每条规则包含多个频道条件。要使坐席变为占用，他们必须满足任意单条规则中的所有条件。此方法可在不同通信频道上对坐席何时被视为占用提供更灵活的控制。

#### 组合配置示例

这种灵活性使组织能够根据自身特定业务需求进行优化——不存在放之四海而皆准的“正确”配置。

<div align="left"><figure><img src="/files/98e0382ebede06cbfa57e16d03b406922f1d4729" alt="" width="563"><figcaption></figcaption></figure></div>

{% hint style="success" %}
规则 1：当处理一个语音或视频呼叫 且 发送消息频道负载达到 100% 时，坐席变为占用

或者

规则 2：当处理一个语音或视频呼叫 且 电子邮件频道负载达到 100% 时，坐席变为占用
{% endhint %}

{% hint style="info" %}
当语音或视频与其他频道一起包含在组合规则中时，坐席在进行语音或视频呼叫时不会自动将其状态设置为占用。相反，它会等待，直到满足所有规则条件。这样，坐席就可以在语音或视频会议中继续处理消息或电子邮件。
{% endhint %}


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