> 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-workforce-management/workforce-management-explainer.md).

# 劳动力管理说明

## 概述

Zoom 劳动力管理通过预测呼叫量并优化所有频道的员工安排，简化了呼叫中心运营。作为 Zoom 全面的劳动力敬业度管理套件的一部分，它与质量管理协同工作，以提升呼叫中心绩效和运营效率。

<div data-with-frame="true"><figure><img src="/files/78bbe4d595022edada4d2f7e1e49245fe792c18c" alt=""><figcaption></figcaption></figure></div>

### 主要功能和优势：

* 面向语音、视频、发送消息（短信、社交媒体等）和电子邮件频道的全渠道安排与预测
* 基于坐席技能、频道需求和服务级别协议（SLA）的智能自动化，用于优化安排
* 实时遵从性跟踪，用于监控坐席状态、绩效以及日内员工和团队管理
* 帮助确保客户互动由人员充足且具备正确技能的团队处理
* 用于实时调整的工具，以预测并管理未来需求
* 与 Zoom 呼叫中心和质量管理解决方案集成，打造完整的劳动力敬业度管理（WEM）套件

目前，Zoom 劳动力管理与 Zoom 呼叫中心、Workday 和 ServiceNow 兼容。该解决方案可向托管在 Zoom 美国集群（US01）上的客户在全球范围内在线提供，并可向托管在 Zoom 欧洲集群（EU01）上的客户在欧洲本地提供。如果您不确定哪个集群适用于您的账户，请联系您的 Zoom 账户团队以获取更多信息。

{% content-ref url="/pages/aea9b4fda02da728abfa6bfa126c54d95e826d2b" %}
[核心概念](/technical-library/zh/shang-ye-ban-fu-wu/zoom-workforce-management/workforce-management-explainer/core-concepts.md)
{% endcontent-ref %}

{% content-ref url="/pages/8dac18f66179a196434852ae303d8ce68897f4fd" %}
[管理](/technical-library/zh/shang-ye-ban-fu-wu/zoom-workforce-management/workforce-management-explainer/management-and-administration.md)
{% endcontent-ref %}

{% content-ref url="/pages/acd01424b697f92ab2a45877e06f5de63100c0d5" %}
[坐席体验](/technical-library/zh/shang-ye-ban-fu-wu/zoom-workforce-management/workforce-management-explainer/agent-experience.md)
{% endcontent-ref %}


---

# Agent Instructions
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## Querying This Documentation
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