How to pin agents to the top of your team grid in Presence®

How to fix specific agents at the top of a team element while backfilling the rest automatically.

Overview

The team element in the Website Builder lets you pin specific agents to the top of your team grid while automatically filling in the remaining agents below them in a customizable order.

How to pin agents to the top

1. Navigate to the Presence® Platform.
2. Click Websites from the left-hand menu, then hover over the site you want to edit and select the pen icon.
3. Click on the team element you want to customize.
4. In the left-hand settings panel, go to the Filter & Sort section.
5. Make sure the older filter is set to default to activate the new sorting functionality.
6. Select the agents you want to pin to the top of the grid.
7. Check Show Remaining Agents to automatically display all other agents below the pinned ones.

How to sort and reorder agents

Reorder pinned agents: Drag and drop the pinned agent names in the Filter & Sort panel to set the exact order they appear at the top of the grid.

Sort remaining agents: Use the Sort and Direction settings to control how the backfilled agents are ordered — for example, by first name or last name, ascending or descending.

FAQs

Can I change the order of pinned agents after saving?

Yes. Return to the team element's Filter & Sort settings at any time and drag and drop agent names to update the order.

What happens if I don't check "Show Remaining Agents"?

Only the agents you've manually selected will appear in the grid. Unchecking this option hides all agents who aren't pinned.

Does this work for all team element types?

This feature is available on team grid elements. If you don't see the Filter & Sort panel with the pinning options, confirm the older filter is set to default to activate the updated sorting functionality.