> 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/agent-experience.md).

# 坐席体验

## 查看安排/定时发送 <a href="#wlbby0q67wse" id="wlbby0q67wse"></a>

从 Web 门户和 Zoom Workplace 应用程序（最低版本 6.7.5）中，劳动力管理坐席可以查看其已发布的安排/定时发送，包括其班次期间已安排的活动。经授权的坐席可以查看同一安排群组中其他坐席的安排/定时发送。

<div data-with-frame="true"><img src="/files/f23b69c10e116aaa51894eeb5a37fbd036d34b36" alt=""></div>

## 安排/定时发送更改请求

经授权的坐席可以从其安排/定时发送中请求添加、更改或删除其已安排的活动，或活动的开始/结束时间。这使坐席能够灵活地在发生不可预见的事件 & 活动 &直播情况下请求对其安排/定时发送进行临时更改，或将休息时间移到其他时间。如果经主管批准，将自动把修改后的活动应用到用户的安排/定时发送中。

<div data-with-frame="true"><figure><img src="/files/a6a5cfd5b40e65e1940ac3829b77eb919256cbe8" alt="" width="375"><figcaption></figcaption></figure></div>

## 不在岗请求

与安排/定时发送更改请求类似，坐席可以使用其劳动力管理 Web 门户请求休假。如果经主管批准，将自动把相关的不在岗活动应用到用户的安排/定时发送中。

<div data-with-frame="true"><figure><img src="/files/5ba95e359d1f8fd441f7123e3ee9508a43bda02d" alt="" width="375"><figcaption></figcaption></figure></div>

## 坐席看板

#### <mark style="color:蓝色;">坐席可以使用坐席看板访问班次机会并管理安排更改</mark>

坐席看板为坐席提供了一个工作区，用于查看在线班次提议、跟踪已提交的认领并回复主管消息。坐席通过坐席看板接受额外班次、请求自愿休假或发起与其他坐席的班次交换。

#### <mark style="color:蓝色;">坐席认领主管创建的提议</mark>

坐席看板界面显示主管创建的提议。这些提议可能包括在呼叫中心人手不足时提供的额外班次，或在呼叫中心人员过剩时提供的自愿休假机会。坐席查看在线的提议并提交他们希望接受的认领。

#### <mark style="color:蓝色;">认领在提交后等待批准</mark>

一旦坐席认领了一个提议，该认领就会进入审查状态。某些认领会根据预定义的自动化规则自动批准。其他认领需要主管手动批准。坐席可以通过坐席看板界面跟踪已提交认领的状态。

#### <mark style="color:蓝色;">交换请求允许坐席找到交易伙伴</mark>

交换请求允许坐席在没有特定交易伙伴的情况下发布班次交换请求。坐席通过坐席看板界面发布交换请求，使其对可能提出交换的其他坐席可见。这不同于直接的一对一交换，后者由坐席独立协商。

{% hint style="info" %}
直接交换发生在坐席看板界面之外。坐席可以通过安排/定时发送界面而不是坐席看板与其他坐席一对一协商班次交换。直接交换仅限整天交换。
{% endhint %}


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