> 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/analytics-and-reporting/zoom-workforce-management-reports.md).

# Zoom 劳动力管理报告

### **历史遵循率报告**

历史遵循率报告提供特定时间范围内坐席遵循率表现的摘要，每份报告最多包含30天。

如果报告包含多天，它将首先显示用户在指定时间范围内的平均遵循率。主管可以展开用户的平均报告，并查看其每日遵循率。

<div data-with-frame="true"><figure><img src="/files/fa7d8bb87460d9eff01d1824185ed037bee14cbd" alt=""><figcaption></figcaption></figure></div>

### **安排/定时发送活动报告**

安排/定时发送活动报告提供已安排的坐席活动的详细摘要，涵盖过去和未来的日期，显示每项活动在每天分配的时间。主管可以按个人、特定活动和安排群组筛选报告，以帮助确保人员配置适当并维持服务水平。该报告还可以导出为CSV，便于协作和全面审查工作安排/定时发送，并实现更好的资源管理和规划。

<div data-with-frame="true"><img src="/files/f40af5ec546e67066eca10a83aae239a35bbc400" alt=""></div>

<div data-with-frame="true"><img src="/files/5c4a0f9cf103f10583e18048deed562b9b41735d" alt=""></div>

### **预测与实际报告**

主管可以在预测与实际报告中轻松比较所选期间的预测量和实际量、平均处理时长（AHD）以及人员配置。该报告可帮助团队发现差异并改进未来规划。数据可按日、周或月查看，并包含百分比差异。为了获得更准确的人员配置比较，主管可以为短期预测设置班次时长，以计算每日独立员工数。

<div data-with-frame="true"><img src="/files/04c696aa22b8467f1a070c3f7d3156bca6a0e1f1" alt="" height="484" width="556"></div>

### **日内报告**

管理员和主管可以查看日内报告，以将某个安排/定时发送的预测准确性与前一天或当天的互动量进行比较。如果某天的互动量明显偏离预测，这使主管能够识别预测差异并做出动态人员配置决策。

<div data-with-frame="true"><img src="/files/77b63934ecdb87a311fc9a26549c0054df6ab44c" alt=""></div>

### **审计日志**

具有足够权限的劳动力管理管理员和主管可以访问审计日志报告。该报告包含产品中管理员、主管和用户执行的详尽操作列表。可以访问审计日志的用户可按日期或按具体执行的操作进行筛选。报告中包含的日志包括：

| <ul><li>取消坐席安排更改请求</li><li>取消休假请求</li><li>创建活动</li><li>创建坐席安排更改请求</li><li>创建预测</li><li>创建队列</li><li>创建安排群组</li><li>创建班次</li><li>创建休假请求</li><li>删除活动</li><li>删除预测</li><li>删除队列</li><li>删除安排群组</li><li>删除班次</li><li>删除未发布的安排/定时发送</li><li>复制安排/定时发送</li></ul> | <ul><li>更改每周第一天</li><li>生成安排</li><li>未激活的安排/定时发送</li><li>发布安排/定时发送</li><li>重新发布安排/定时发送</li><li>更新活动</li><li>更新坐席安排更改请求状态</li><li>更新队列</li><li>更新安排群组</li><li>更新安排群组坐席</li><li>更新安排群组队列</li><li>更新班次</li><li>更新班次坐席</li><li>更新状态映射</li><li>更新休假请求状态</li></ul> |
| ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |

<div data-with-frame="true"><img src="/files/05ad92a01d6b358fbe56526e34cad1eebc15aa4c" alt=""></div>


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