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PSA Members

Use PSA Members to inspect synchronized member information and control the dispatch and escalation selection pools.

  1. Review Member Sync. The page states that member information syncs automatically each day at 6 AM UTC.
  2. Select Sync Now to refresh it immediately, then review the result.
  3. In Cached Members, inspect each member’s name, skills, and timezone.
  4. Expand a member to view the available contact and identifier details, schedule capacity, and PSA work hours. Use Skills to view that member’s PSA skills.
  5. Set the member’s eligibility:
    • Dispatchable includes the member in dispatch selections.
    • Escalation includes the member in the eligible escalation contacts.

The eligibility toggles apply individually. After selecting escalation-eligible members, use Triage Rules to put them in escalation order.