> 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因新的参与而不可用，而并发设置则定义了坐席在每种频道类型中可处理的同时参与数量上限。
### 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、高注意力的频道，需要专注处理。
**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
下面显示了坐席参与容量的示例。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，取决于其当前电子邮件/发送消息负载配置。此设计使组织能够：
* 让坐席专注于电子邮件/发送消息工作，而不受语音/视频干扰
* 确保在需要时语音/视频呼叫获得适当优先级
* 平衡不同频道类型之间的工作负载
#### 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不高于 100%，且发送消息频道负载不高于 50% 时，才会收到新的语音或视频呼叫。将电子邮件阈值设为 100% 意味着，即使坐席已达到其完整电子邮件容量（例如，10 个正在处理中的电子邮件中的 10 个），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，而较低的发送消息阈值则有助于保护对有效、实时对话的专注。
---
# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.
## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.
Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:
```
GET 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?ask=&goal=
```
`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.