Members & Teams

Everyone in your workspace is a member. Members are organized into teams (for routing and reporting) and tagged with skills (for skill-based routing). Each member has a role that controls what they can do.

Members

The Members tab shows everyone in the workspace plus pending invites. You can:

Invite by email (single or bulk).
Change roles.
Suspend / restore.
Force a password reset.
Audit recent activity.

See Inviting Your Team for the invitation flow.

Teams

A team is a group of members for routing and reporting. Conversations get assigned to teams; the team’s queue logic picks an individual based on capacity and skills.

Build a team

Open Teams

Settings → Teams → New team.

Name it

Concrete and operational — EMEA Tier 1, Billing escalations, Voice ops.

Add members

A person can be on multiple teams; the team’s settings determine routing scope.

Set the team’s defaults

Setting	Notes
Default channels	Which channels the team handles.
Skill requirements	Skills required to be eligible for routing.
Capacity	Max concurrent conversations per agent.
Hours	Business hours definition for SLA.
SLA policy	Default policy.

Save

Hierarchy

Teams can be nested:


Customer Support
├── Tier 1
├── Tier 2
└── Escalations

Reporting rolls up automatically. Routing rules can target a specific team or a tree.

Skills

Skills are tags that mark what a member can do. Examples:

Languages (en, de, fr, ja).
Products (payments, cards, loans).
Channels (voice-fluent, chat-only).
Compliance certifications (pci-trained, gdpr-trained).

Assign skills

Settings → Skills → New skill to define one.
Open a member and add skills from their profile.
Use skills in routing rule conditions: agent.skills contains "german-fluent".

Don’t over-engineer the skill matrix. 5-10 skills covers most teams. More than 20 means you’ll forget to apply them and the matrix decays.

Capacity

Capacity rules cap how much work an agent can handle in parallel:

Rule	Notes
Max concurrent conversations	Across all channels.
Max concurrent voice calls	Voice-specific cap.
Max concurrent chats	Chat-specific cap.
Wrap-up time	Time after a call where the agent isn’t routed new work.
Daily quota (optional)	Soft cap on conversations per day.

Hitting capacity makes the agent ineligible for routing — incoming conversations stay in the team queue until someone has space.

Availability

Agents toggle availability from the top bar (Available, Busy, Offline). Optionally, configure availability calendars under Settings → Availability scheduling for teams that work fixed shifts.

Don’t allow overlapping high-priority assignments without a capacity rule. A single agent assigned 5 voice calls at once is a recipe for SLA breaches.

Open in Omniflow

If you want to…	Go to
Customize roles	Roles & Permissions
Build skill-based routing	Routing Rules
Set SLAs per team	SLA & Business Hours