Accessing and viewing the WFM team members page

The Team members page in Zendesk Workforce management (WFM) provides a central place for admins to view their team members’ information, such as their role, teams, assigned workstreams, and so on.


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The User management page lets you view and manage team member details like roles, teams, and workstreams. You can search, filter, and sort team members by name or status, and manually sync updates to reflect changes faster. This feature helps you efficiently organize and access team member information, ensuring your support operations run smoothly.




The Team members page in Zendesk Workforce management (WFM) provides a central place for admins
to view their team members’ information, such as their role, teams, assigned workstreams, and
so on.
A WFM user profile is different from a Zendesk user profile. In a WFM user profile, you can view team member information such as their
name, email address, time zone and current WFM account access status (active or inactive).
Specifically, from the WFM Team members page, you can search for team members, export the list, and refresh your list of team members. You can also add and remove users from teams, add and remove users from workstreams, and edit team members' tracking settings individually or in bulk.

You can control access to Zendesk WFM through an allow or block list.
See Managing user access in your WFM account.
This article contains the following topics:

Viewing team member WFM
information
Finding WFM team members
Refreshing the team members
list



Viewing team member WFM information

From the Team members page in Zendesk WFM, you can view details about all the team members
in your account and search for specific team members.
To access the Team members
page


In Workforce management, click
People in the sidebar, then select Team members.




Team member information

The following table describes the information you can view about users in your
account.
Information on this page can be viewed only, not edited. To edit a team member's
information, such as their Zendesk user profile or their WFM role, refer to the
corresponding column in the table below for more information. To edit a team member's WFM
profile, see Editing WFM team member profiles.








Column
Description




Team member
The team member’s full name and primary email address. See Editing team member user profiles.


Role
The user’s WFM role. For example, Admin, Agent, or any custom role created in
your account. See Understanding WFM roles and permissions.


Zendesk default group
The user’s default group. A user’s default group is different from your
Zendesk account’s default group. See About default groups.


Teams
The WFM teams to which the user is assigned. Users can belong to more than
one team. See Setting up teams in Zendesk WFM.


Workstreams
The workstreams to which the user is assigned. Users can be assigned to
multiple workstreams. See About Zendesk WFM workstreams.


Location
The user’s assigned location. A user can only be assigned to one location.
See Setting up locations and shifts.


Shift
The shift the agent is assigned to. See Setting up locations and shifts.


Status

The user’s status in your WFM account can be either active or
inactive. This status is controlled by your allow and block lists. The inactive
status reflects users who are still active in Zendesk Support but not in
WFM, based on the allow and block lists. See Managing user access.
Suspended agents in Zendesk Support
aren't visible on the WFM team members page.









Finding WFM team members

You can search the list of WFM team members by name or email address. You can also filter the list, such as by role or workstream, and sort by name and status to quickly find a
team member.


Searching for WFM team members

Searching by name or email address is the quickest way to find a team member. You can
search the whole list, or you can filter the list and search only the filtered
results.

To search for team members
In Workforce management, click
People in the sidebar, then select Team members.
Enter a team member’s name, partial name, or email address in the search
bar.





Filtering the list of WFM team members

You can filter the list by any of the columns, except for the team member column.

In Workforce management, click
People in the sidebar, then select Team members.
Click Filter.
In the Filter menu, click a column you want to filter by and then select options for
the column. Note that you can filter by more than one column at a time. For example,
you may want to filter the list by your Tickets and Chats workstreams for all team
members with an Active status.





Sorting the list of WFM team members

Filtering doesn't change the order of the list. You can sort the list by team member name
and status in both ascending and descending order.

To sort the list of team members
In Workforce management, click
People in the sidebar, then select Team members.
To sort the list by name, click the Team member column to sort the
list alphabetically in ascending ( ) or descending order ( ).
To sort the list by status, click the Status column to sort the list by
active ( ) or inactive ( ) status.






Refreshing the team members list

When you add new agents and admins to your Zendesk account,
they’re automatically synced to your WFM account every 12 hours. Any changes you make to
existing team members in your Zendesk account are also synced to your WFM account in 12
hours.
If you’d like your new team members and changes to appear in your WFM account
sooner, you can manually sync them.

To manually sync team members
In Workforce management, click
People in the sidebar, then select Team members.
In the upper-right corner, click the Resync team member list icon ( ). The process may take a few moments.





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