Assigning Agents to Specific Queues

After setting up your call center queues, assign agents to each queue so they can begin taking calls. We recommend assigning agents to queues based on their skillsets, areas of expertise, and language (for multilingual call centers).
Note:
This article shows how to assign agents to a specific queue. You can also assign agents to multiple queues at once. 
Important:
An agent's status must be set to Available for them to receive a call in their assigned queue. Learn more about agent statuses. 

To assign agents to a specific queue:

  1. In the Wix Answers app, go to Settings > Support Channels > Call Center & SMS > Queues.
  1. Click Manage next to the relevant queue. 
  2. Click + Add Assignees in the Call Routing section and select an agent.
  1. (Optional) Set the agent's priority level for taking calls:
    Note: Priority 10 is the highest priority level (calls deliver 1st to agents with priority 10). Priority 1 is the lowest (calls deliver last to agents with priority 1).
    1. Hover over the agent and select Change Priority on the right.
    2. Click the drop-down and select a priority level (1-10).
    3. Click Update. 
  1. Repeat steps 3-4 to assign more agents to the queue. 
To remove an agent from the queue:
Hover over the relevant agent and click the Show More icon , then click Remove. 
Tip:
Make sure you have enough agents assigned to each queue by analyzing your wait times per queue in Call Center Insights. 

Related Articles

Managing Queues

Setting Agent Queue Priority Levels

Set agent queue priorities to control which agents receive calls from the queue before other agents. When multiple agents qualify to receive a call, it's routed to the agent with the higher queue priority (10 i

1 min read
Read Article

Managing Agents

Editing the Assigned Queues of Call Center Agents

Calls get routed to queues from your IVR (Interactive Voice Recording), then get pushed to agents that are assigned to the relevant queues. Make sure you've got the right agents assigned to each of your queues.

5 min read
Read Article

Getting Started with Your Call Center

Setting Up Your Call Center

Set up your Call Center to start supporting customers over the phone. After adding a phone line, you'll set up its business hours, connect an IVR flow, create queues, assign team members, then turn on incoming

7 min read
Read Article

Managing Queues

Adding a New Queue to Your Call Center

Add up to 500 queues to provide phone support to all your customers in all your supported languages. You need at least 1 queue in your call center to route waiting calls to team members. Calls enter queues from

2 min read
Read Article

Managing Calls

Answering a Call

Answer calls from one convenient pop-up window no matter what page you're viewing. Important:To answer a call, you must be assigned to the queue it's waiting in, with your status set to Available. Learn how to

1 min read
Read Article