> 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/maximum-concurrent-engagement-capacity.md).
# 最大并发互动容量
最大参与并发与占用规则协同工作，以控制坐席容量。占用规则决定坐席何时不再可用于新的参与，而并发设置定义了每种频道类型中坐席可处理的同时参与上限。
### 按频道特定限制
**语音和视频频道**：最大并发参与值始终为 1。这些是实时、高关注度的频道，需要独占注意力。
**电子邮件和发送消息频道**：可配置的最大并发参与限制。限制可根据坐席技能水平、频道复杂度和组织标准进行设置
### 频道设置参与容量示例
下面展示了一个坐席的参与容量示例。在此示例中，坐席最多可处理 20 个电子邮件参与和最多 4 个发送消息参与。当坐席达到其中任一限制时，即使坐席处于就绪状态，也不会再收到该特定频道的任何新的拨入参与。
### 频道类型之间的交互
向就绪坐席投递新的语音或视频参与，取决于他们当前的电子邮件/发送消息负载配置。此设计使组织能够：
* 让坐席在不受语音/视频干扰的情况下专注于电子邮件/发送消息工作
* 确保语音/视频呼叫在需要时获得适当优先级
* 在不同频道类型之间平衡工作负载
#### 语音和视频频道配置示例
在下面的示例中，只有当坐席的电子邮件频道负载低于或等于 100%，且其发送消息频道负载低于或等于 50% 时，才会收到新的语音或视频呼叫。将电子邮件阈值设置为 100% 意味着，即使坐席已达到其完整电子邮件容量（例如，10 封电子邮件中有 10 封正在处理中），他们仍然可以接收新的语音或视频呼叫。这确保了电子邮件——作为一种非实时频道——不会阻塞语音或视频路由，同时较低的发送消息阈值有助于保护对有效、实时对话的专注。
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