> 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;">定义您的商业版要求</mark>

在配置规则之前，请确定全渠道对您的运营意味着什么：

**关键问题**:

* 哪些频道应该计入将某位代理视为忙碌或占用状态？
* 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独立评估，还是跨多个频道合并评估？
* 您的代理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，而不只是技术能力。请将客户体验影响与代理效率一并考虑。

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

为不同的代理角色创建用户模板，其中包括：

* 每个频道适当的互动容量设置
* 占用规则配置
* 在相似角色之间保持一致的应用

#### 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：

* 在代理组之间保持一致的配置
* 简化新代理的适职流程
* 当商业版需求更改时，更便于进行批量更新


---

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