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.

We recommend assigning agents to queues based on their skillsets, areas of expertise, and language. You can also set agent queue priority levels that determine which team members receive calls before other agents.

Note:

An agent's status must be set to Available or Active for them to receive a call in their assigned queue. Learn more about agent statuses.

Learn how to edit queue assignments from:

Editing assigned queues from the queue settings

You can manage all of a specific queue's assigned agents from the queue's call center settings.

To edit a specific queue's assigned agents:

In the Wix Answers app, go to Settings > Support Channels > Call Center & SMS > Queues.

Click Manage next to the relevant queue.
Edit the assigned agents in the Call Routing section:

Add assignees

Click + Add Assignees and select an agent.
(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 relevant agent and select Change Priority.
2. Click the drop-down and select a priority level.
3. Click Update.
Repeat these steps to assign more agents to the queue.

Remove assignees

Hover over the relevant agent and click the Show More icon .
Click Remove.
Repeat these steps to remove more agents from the queue.

Editing assigned queues from the Control Room

From the Control Room, you can add and remove the assigned queues of up to 25 team members at once.

To edit assigned queues from the Control Room:

Click the Control Room icon in the side panel on the left.
Hover over the relevant team member's name and click the checkbox.

Repeat step 2 above to select up to 25 agents.
Click Edit Queues in the footer.
Choose what you want to do:

Add queues

To assign the team members to specific call center queues:

Click the Add queues drop-down and select the queue(s) you want to assign the members to.
Click Next.
Click the drop-down next to the relevant queue and set the priority for receiving calls from the queue.
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).
Click Update.

Remove queues

To unassign the team members from specific call center queues:

Click the Remove queues drop-down and select the queue(s) you want to remove the members from.
Click Update.

Tip: Click Manage queues to go to your call center queue settings where you can manage all your queues.

Editing assigned queues from the Team Member Overview

You can edit the assigned queues of a specific agent from their Team Member Overview.

To edit assigned queues from the Team Member Overview:

Access the relevant person's Team Member Overview.

Show me how

You can go to a person's Team Member Overview from any of the following locations:

Control Room: Click the Control Room icon in the side panel on the left and select the relevant team member. Learn more about the Control Room.
Team Members table: Go to Settings > Team Members and select the relevant team member.
Call Center Agents tab: Hover over the Call Center icon in the side panel, click Agents, then select the relevant team member.
Call Center Settings: Go to Settings > Supported Channels > Call Center & SMS > Agents and select the relevant team member.
Ticket Page: Go to the relevant ticket and click the name of the relevant team member from the ticket timeline.

2. Choose what you want to do:

Assign to queues

Click + Add to Queues.
Select the queue you'd like to add the team member to.
Repeat steps 1-2 to add the team member to more queues.
(Optional) Set the team member's priority for receiving calls in their assigned queues:
1. Click the Agent Priority in Queue number next to the relevant queue.
2. Select the team member's priority level for receiving calls in the queue.
  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).
3. Repeat these steps to set the team member's queue priority for each of their assigned queues.

Note: Go to Settings > Supported Channels > Call Center & SMS > Queues to set queue priorities. Calls in high priority queues route to agents before calls in normal priority queues.

Remove from queues

Hover over the queue you'd like to remove the team member from and click Remove.
Repeat step 1 to remove the team member from more queues.

Wix Answers Help Center

Managing Agents

About the Agents Tab

Important:We're in the process of removing the Call Center Agents tab. Use the more robust Control Room dashboard to view agent performance, manage agents, and more. Understand what agents are currently working

Agent Statuses in the Call Center

Call center statuses determine your availability to take calls and let other team members know what you're currently working on. Note:If you have auto routing in your account, click here to learn about team mem

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.

Listening to Call Recordings

Review call recordings to hear conversation details between customers and phone support agents. Listening to call recordings is a great way to track agent progress, train future agents, and make sure agents fol