Navigation Prompt
Go to USER MANAGEMENT > click Structure
From here, you can edit your structure/org-chart at any time by clicking one of the menu options on the row of the org-unit you wish to edit.
Edit a sub-group
Clicking Edit reveals the following pop-up window, where you can edit the name of the sub-group and/or change the Reporting Level tag.
There are a number of conditions to consider when editing a subgroup:
If the sub-group you are editing has children (i.e. it has levels below it / sub-groups reporting into it), you will not be able to change its Reporting Level to Team -- a team cannot have any sub-groups "reporting" into it and can only have agents assigned to it.
You will not be allowed to change the name of the sub-group to a name that is already taken by another active or inactive sub-group reporting into the same parent as the sub-group you are editing.
So long as they don't report to the same parent, sub-groups with the same name can co-exist in the structure/org-chart. However, to avoid confusion when it comes to reporting, we advise you to choose unique names for each part of your structure/org-chart.
The group name must be between 3 and 255 characters.
Note: The parent relationship cannot be changed through editing. To move a group to a different parent, you must deactivate and recreate it (see "Move a sub-group" below).
Move a sub-group
If you need to move a part of the structure from one branch to another, you will need to complete the following steps:
Add a new sub-group in the new location (ideally with a different name. For example, if the current sub-group is called Customer Services, the newly created sub-group might be called something like Customer Services v2.0).
If necessary, recreate the required structure underneath the newly created sub-group by adding the relevant sub-groups. (Again, to avoid confusion, perhaps version control the names.)
Move the relevant agents to the newly created teams.
De-activate the now-empty part of the structure / org-chart.
View agents in a team
For groups with the Team reporting level, you can click the Actions menu and select View Agents in Team to see all users assigned to that team. This helps you quickly verify team membership and agent assignments.
Deactivate a sub-group
Clicking "Deactivate" reveals the following pop-up window:
You need to take great care here, as this action has several impacts on your structure / org-chart.
If you deactivate a sub-group, all of the sub-groups beneath the sub-group in question will also be deactivated as long as there are NO Agents assigned to any teams that may exist (at any level) beneath the sub-group you intend to deactivate.
If this is the case, the system will not allow you to deactivate the sub-group. Instead, you will be prompted first to move Agents from the teams in question.
To help you quickly identify if a team contains Agents, you can click View Agents in Team from the menu at the end of the row of any sub-group that has been assigned the "Team" Reporting Level.
Important: You cannot deactivate the top-level Business group.
What happens to deactivated sub-groups?
Deactivated sub-groups are never deleted from the system; they are simply hidden from your structure.
All performance data associated with a deactivated sub-group remains stored in the system. If a report is run for a period where data is available for a deactivated sub-group, then the sub-group in question will appear in the report, allowing you to access results associated with the deactivated sub-group.
Similarly, if a report is run for a period during which no data exists for a deactivated sub-group, the sub-group in question will not appear in the report because it is deactivated and therefore has no data to present.
Show deactivated sub-groups
You can reveal deactivated sub-groups by clicking the link at the top of your structure.
Reactivating a sub-group
Inactive sub-groups have a grey transparency overlay applied to them when they are revealed in the structure.
You can reactivate sub-groups at any time in hierarchical order. Simply click the Reactivate link on the highest level sub-group and repeat the process until all of the required levels are reactivated.
Important:
You can only reactivate a sub-group if its parent group is active.
Reactivating a group does NOT automatically reactivate its children -- you must reactivate each sub-group individually.
Reactivated groups may need agent and user reassignments.