About the Team Member Overview

View and manage details about individual colleagues from their Team Member Overview. On the left, you can change the team member's current status and edit their agent fields, including location, role, availability, and more. On the right, you can view the team member's recent performance and set their assigned channels, groups, queues, and workloads.

Roles and Permissions:

To access the Team Member Overview, you must be an administrator or have a custom role with Team Members enabled in the Settings - Team & Account permissions.

Ticket metric calculations:

The Team Member Overview includes all ticket types (deleted, merged, snoozed, spam). Stats are attributed to the agent who performed the relevant action. Tickets created/updated by Automatic Actions and Spotter are excluded. Learn how ticket metrics are calculated differently in other areas of Wix Answers.

Accessing the Team Member Overview

You can conveniently access a person's Team Member Overview from several places in your Wix Answers account.

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Managing the team member's Agent Fields

View and edit both predefined and custom Agent Fields in the side panel of the Team Member Overview.

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To set your team member's Agent Fields:

Access their Team Member Overview.
Place your cursor to the right of the relevant Agent Field and click Set value:
Note: Click an existing value to edit it.
- Location: Select the location of the team member from the drop-down options.
  Tip: Edit the "Location" field in your Agent Fields page to add all your members' locations.
- Team: Select the team of the member from the drop-down options.
  Tip: Edit the "Team" field in your Agent Fields page to add all your members' teams.
- Manager: Select the team member's direct manager.
- Job title: Enter the team member's job title. This field is optional and does not affect other areas of Wix Answers.
- Role: Select the team member's role, which determines what they can access in your account.
- Languages: Select the language(s) the team member speaks.
  Note: If you set this field, auto routed tickets can only be pushed to the team member if the ticket language matches the language(s) in this field.
- Qualified for channels: Select the support channels the team member is qualified to answer. This field is optional and does not affect other areas of Wix Answers.
- Work availability: Choose whether the team member is available to work or on leave:
  - Yes: The team member is included in reports and considered available to work.
  - No: The team member is not included in reports and considered to be on leave.
    Tip: Use the "Take care of tickets assigned to team members on leave" Spotter Scenario to apply actions to Open tickets assigned to team members on leave.
- Support utilization rate: Enter the percentage of the team member's job that should be dedicated to supporting customers (excluding training, meetings, etc.). This field is optional and does not affect other areas of Wix Answers.
- Custom Agent Fields: Set values for the custom Agent Fields you created.
Click the checkmark to confirm.

Tip:

View the team member's current status and the amount of time since their status last changed next to their profile image or initials. Click Change to edit their current status.

Viewing the team member's performance

Check the team member's recent performance by selecting a time frame and the metrics you want to view.

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To view the team member's performance:

Choose the time period for which you'd like to view the team member's stats:
1. Click the drop-down next to Performance | last.
2. Select the time period.
Choose the metrics you'd like to view:
1. Click the Show More icon to the right of Performance.
2. Click the checkboxes next to the metrics you'd like to view:
  - Overall tickets resolved: The total tickets handled by the team member that are in the Solved status.
  - Avg. call duration: The total duration the team member spent on calls, divided by the total number of calls, including Incomplete calls.
  - Total call duration: The total duration of all calls the team member participated in, including Incomplete calls.
  - Calls completed: The total calls in which the team member participated in that ended in the Completed status.
  - Chats completed: The total chats the team member participated in that were ended by the customer or by a team member changing the status to Solved or Closed.
  - Outbound calls: The total outbound calls the team member participated in that ended in the Completed status.
  - Total calls: The total calls the team member participated in, including Incomplete calls.
  - Total completed call duration: The total duration of calls the team member participated in that ended in the Completed status.
  - Avg. completed call duration: The total duration the team member spent on calls that ended in the Completed status, divided by their total Completed calls.
  - No. of replies (exc. chat): The total replies sent by the team member, excluding replies sent via chat, WhatsApp, SMS, call tickets, outbound tickets, and tickets created on behalf of customers.
  - Median call duration: The numeric value that separates the higher half of the team member's call durations from the lower half. This includes calls the team member participated in that ended in the Completed or Incomplete status.
  - Sessions completed: The total ticket sessions the team member participated in that ended during the selected time frame.
  - Total ticket handle time: The total duration the team member was active in sessions that ended during the selected time period.
  - Avg. ticket handle time: The team member's total ticket handle time, divided by their total sessions that ended during the selected time period.
  - Median ticket handle time: The numeric value that separates the higher half of the team member's ticket handle time from the lower half.
  - Declined chats: The total auto-routed chats that were declined by the member.
  - Missed chats: The total auto-routed chats the member missed because they didn't accept within the "time to accept chat" time frame.
  - Declined email tickets: The total auto-routed email tickets that were declined by the member.
  - Missed email tickets: The total auto-routed email tickets the member missed because they didn't accept within the "time to accept chat" time frame.
3. (Optional) Click the Reorder icon next to the relevant column and drag it up or down to change the order in which the columns display.

Assigning to channels and setting workloads

Set the team member's workload for each channel they're assigned to if you need to override the default workloads of your channels. You can also assign/unassign the team member's channels, end their sessions, and view tickets they've taken.

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Managing the team member's groups and queues

Add or remove the team member from groups and call center queues and set their priority for receiving calls in queues. Learn more about routing calls to agents with the highest queue priority levels.

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Wix Answers Help Center

About the Team Member Overview

Accessing the Team Member Overview

Managing the team member's Agent Fields

Viewing the team member's performance

Assigning to channels and setting workloads

Managing the team member's groups and queues

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