> 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

本节提供有关在 Zoom 呼叫中心的各个渠道中处理互动的详细信息。根据分配给客服人员的队列和联系人渠道，互动的开始方式会有所不同，并在以下几类之间加以区分 **实时** 和 **异步** 以下部分中的互动。

### 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，客服人员会在 Zoom Workplace 应用中收到响铃提示。 **根据你创建的流程**，通知弹出中可能会包含消费者的详细信息。例如，下图显示了从聊天机器人转接到实时客服人员以寻求帮助的过程，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的对话摘要。

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

或者，下图显示了针对用户的语音队列响铃，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>

如果客服人员接受了互动，对话就会开始。如果被拒绝，它将继续在队列中流转给下一位客服人员。

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

实时互动被接受后，用户将在会话中访问多个选项卡。

该 **个人资料** 该选项卡提供用户信息列表，具体取决于账户的通讯录以及通过适用流程收集的信息。

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

在 **个人资料** 在该选项卡中，客服人员可以切换到 **参与度** 选项卡，在那里他们可以输入会话备注。

<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，启用实时转写后，客服人员可以访问并搜索会话的实时转写文字，从而获得对话前半部分的宝贵上下文，而无需让消费者重复一遍。

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

一旦互动结束，客服人员将有机会整理最终备注，并在启用时填写其处置项。完成呼叫整理后，客服人员将返回队列，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

当客服人员被分配到一项异步互动时，例如一个 **电子邮件**，用户 *不会* 收到自动弹出。相反，客服人员会在其 **未处理互动** 列表中，并且 **互动** 选项卡。

<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，客服人员可以开始并继续往来沟通直至解决；或者，如有必要，如果当前客服人员无法解决消费者的问题，可将对话转接或释放回队列或转给另一位客服人员。

<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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