> 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/zoom-customer-experience/agent-experience/engagement-handling.md).

# 互动处理

本节提供有关 Zoom 呼叫中心 各种渠道中的互动处理详情。根据分配给坐席的队列和联系人渠道，互动的开始方式会有所不同，并区分为 **实时** 和 **异步** 互动，见以下部分。

### 实时互动

以下部分概述了管理实时消费者互动的流程，包括 **实时发送消息互动**，以及 **语音** 和 **视频呼叫**.

#### <mark style="color:蓝色;">**开始互动**</mark>

当队列配置为手动接受互动——而非自动接受——时，坐席将在 Zoom Workplace 应用中收到振铃提示。 **根据你创建的流程**，消费者的详细信息可能会包含在通知弹出窗口中。例如，下图显示了从聊天机器人转接到实时坐席以获得帮助的过程，右侧标注了由流程驱动的自定义变量，并包含 AI Companion 生成的用户与机器人对话摘要。

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeKvVLGaFXL9wXtuFJxXW4gALUNmNfpOFMO5lQ0Ah8pYM5jZKjwKQBBNFL9bmd8bO6Hs5PbSfXOejh4UUekMgmuGw5uY8yUfoxHO2o4Aq_nBoh4Rmhh__T_iNhfY8Kx0DpHXGJgVA?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

或者，下图显示了用户的语音队列振铃，没有任何先前的对话上下文。

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXc6KKkX5SVX1t-LwZmVwoGIx_QZlLSguqxIw11cq9-lWv8zC1HJSD5frKram_2GHeKoluigG_Dp4sHnIxVi5mlfG2qHcvpEuH9tucYOSeKHspeVs0gIKKJmCxsSBLnlHBbFI2UOGQ?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

如果坐席接受了互动，对话就会开始。如果被拒绝，它将继续在队列中流转到下一位坐席。

#### <mark style="color:蓝色;">**处理互动**</mark>

在接受实时互动后，用户将可以在对话中访问多个选项卡。

该 **资料** 选项卡提供用户信息列表，该列表由账户的地址簿以及通过相应流程收集的信息决定。

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfcXKngjMDGBQ6yW0uOPjYqFx57HJJYNRkVwIJpHB1WwkIlG1UXa0GzEwST-lFgfRCVbl88O8VXqUnPts53-RQ6Ql5ZR-phPgdkbToHnMwwvxqoY1o0o2po1cI_mV0c2olR-IRNyw?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

从 **资料** 选项卡中，坐席可以切换到 **互动** 选项卡，在其中输入对话备注。

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXd3F9r0-wHuB7_kCqfB1x4a5TJlC50jB2qWG90lyXTnL-GRweY-bB5Rqhqgxj_e7m3zVEnM7dsF_xvlBuT-FjJTgy3D39Yke2rmNGiLl9JxVlx0h_xHtlJXb_EJJodHZsF-7v7vbg?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

此外，当启用实时转写时，坐席可以访问并搜索对话的实时转写文字，无需让消费者重复，即可获取来自前文的有价值上下文。

#### <mark style="color:蓝色;">**完成互动**</mark>

互动结束后，坐席将有机会整理最终备注，并在启用时填写其处置项。完成呼叫总结后，坐席将被放回队列，准备处理下一次互动。

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeN0LQWCopMzVcbEIcBJvGWu_rMEjA5glMaBf6LX_BcnaKyNhuoSKL9CoHhZLIvB9-LavEI2opXeaTUawo4W3yR5qbjvIO2zTw6xmU3hc7kTNOHQa0AjqBfM6XTsvRbdI5VgxheOw?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

### 异步互动

当坐席被分配到一项异步互动时，例如一封 **电子邮件**，用户 *不会* 收到自动弹出。相反，坐席会在其 **打开的互动** 列表和 **互动** 选项卡中看到它。

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfu7FQ-m55T_pCsCSZ83DMqdi8SwDTAvdH9GkH-Se5t2778ArMnXVvWbrbrGpe3tlzS20Rl0qNDubkfNS_Nioh31uYCGmkHm5la5cp_JmR-K3jx94pubfYMIfY9FxNTk_iyPEvxsQ?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

打开互动后，坐席可以开始并持续往来沟通，直到问题解决；如有必要，如果当前坐席无法解决消费者的问题，则可将对话转接或释放到队列或其他坐席。

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdp07Ma-F7Wb-30HgO2vvoPEuC3OfZuQXK55yWFRVt76E6oCO-qf5Q4WuQZEhdV8OPOQ8dIs1BlBHFHtfzHy-0l8WpYS2Aed-e8VKa43KnfcW0eSaMQUwzQSyytJU83zh1bxWmdmA?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcJUUSt3bg8mOLM7Cn3xLdCWkWo9tJW7GX8UD2I89yncqcJYg1yJc2FDA04nPWU5WJQvpsNenMsX-_VPTFIWhTFfTho_plaaLqRUs_eBEorr5guNiE1zeUdpTHvUejWRamOln4Mug?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>


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