> 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/implementation-best-practices.md).

# 实施最佳实践

### <mark style="color:蓝色;">定义您的商业版需求</mark>

在配置规则之前，先确定 适职 对您的运营意味着什么：

**关键问题**:

* 哪些频道应计入将代理人视为忙碌或占用？
* 某些频道（例如语音/视频）是否应始终优先于其他频道（例如发送消息、电子邮件）？
* 频道占用应按每个频道单独评估，还是跨多个频道合并评估？
* 您的代理人是否能够在进行语音通话时处理发送消息互动，还是这种多任务处理会影响他们提供的客户服务质量？

您的规则应反映实际服务标准，而不仅仅是技术能力。请在考虑代理人效率的同时，兼顾客户体验影响。

### <mark style="color:蓝色;">使用模板保持一致性</mark>

为不同的代理人角色创建用户模板，其中包括：

* 每个频道的适当互动容量设置
* 忙碌规则配置
* 在相似角色之间保持一致的应用程序

#### 新员工模板示例

<div align="left"><figure><img src="/files/2c1276906e1c5c22caa4a1eb22820503338ecd64" alt=""><figcaption></figcaption></figure></div>

#### 频道设置示例

每个用户模板都可以指定完整的频道设置互动容量配置。

<div align="left"><figure><img src="/files/0ec5974117f3f03602acabbc1a92033c3bb8ceb4" alt=""><figcaption></figcaption></figure></div>

使用模板的好处包括：

* 在代理人组之间保持一致的配置
* 简化新代理人的适职流程
* 当商业版需求发生更改时，使批量更新更轻松


---

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