Navigation Prompt

Go to USER MANAGEMENT > Click Structure

When you first enter this part of the system during the initial set-up process, the structure will be fairly empty. The name of your business will be at the top of the structure, and to help guide you through some of the other set-up processes, a single "Test Team 1" is seeded into your structure.

Don't worry -- once you've had an initial play around with the system and you've added your actual structure / org-chart, you'll be able to deactivate the Test Team.

Understanding your structure

Your organisation is represented as a nested tree structure:

Top Level (Business): The root of your organisation. Always exists and cannot be deactivated. Typically named after your company or business unit.
Mid-Levels (Departments, Divisions, Regions): Intermediate groupings between the business level and teams. Can be nested multiple levels deep (up to 7 levels supported).
Bottom Level (Teams): The lowest level where agents are directly assigned. You can only add agents to sub-groups tagged with the "Team" reporting level.

Adding levels to your structure / org-chart

To support the size of your organisation, you can add as many levels as you need.

For example, let's say you have 3 sites (Cardiff, Newcastle and Birmingham) which all sit under your business.

In the pop-up, enter a name for the new sub-group:

Name: Required. Must be between 3 and 255 characters.
Reporting Level: Select from the dropdown. Available options depend on the parent's reporting level.

To create Cardiff, you'd simply add the name "Cardiff".

As part of adding a new sub-group, you can also assign a Reporting Level.

Reporting levels are simply reporting tags that let you group parts of your structure/org-chart together in a report. For example, if you assign the "Site" reporting level to Cardiff, Newcastle and Birmingham, then when you filter reports by Site, you will be able to view the performance of Cardiff, Newcastle, and Birmingham side-by-side. Just to reiterate: Reporting levels have no influence over where a sub-group is located in your organisational structure or org-chart -- it is just a reporting tag.

Step 2: Repeat Step 1, adding levels under each sub-group until, for each branch of the structure/org-chart, you reach the level where teams are located. At that point, add the name of each team and assign the "Team" reporting level to each team.

There are a number of conditions to consider when creating your structure/org-chart and adding sub-groups:

To avoid confusion when it comes to reporting, the system won't allow you to add sub-groups with the same name under the same parent. For example, in the example above, you can't add two sites called Cardiff directly underneath your business.
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 when adding sub-groups to your structure/org-chart.
It is important to correctly assign the "Team" reporting level to each and every team because you can't add any further levels to a sub-group tagged with the Team reporting level. You can only add agents to sub-groups tagged with the "Team" reporting level.
You don't assign Agents or users as part of this process -- that comes later. The lowest level of the structure you need to create here is Teams.

Don't worry if you make a mistake or you want to change anything -- you can edit your structure at any time.