> 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/workforce-management-integration.md).

# 劳动力管理集成

{% hint style="info" %}
本节适用于当前使用 Zoom 劳动力管理 的账户。
{% endhint %}

在使用占用规则时，即使坐席正在积极处理交互，他们也可能显示为“Ready”——只是还没有达到其占用阈值。这起初可能会让期望忙碌坐席显示为“Occupied”的 WFM 团队感到担忧。

### <mark style="color:蓝色;">Zoom 劳动力管理符合性配置</mark>

**关键设置要求**：在您的 Zoom 劳动力管理首选项中，导航到坐席状态映射选项卡。“phone”活动（以及其他类似活动）必须进行映射，以同时对应“Ready”和“Occupied”坐席状态。

**原因如下：**

* 无论坐席处于 Ready 还是 Occupied 状态，他们都能保持安排/定时发送符合性
* WFM 会根据活动映射跟踪符合性，而不仅仅是状态
* 此配置考虑了由 Occupied Rules 启用的细致容量模型


---

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