How do I set up my structure/org-chart?
Required Feature Flags
The following permissions are required to use this feature:
Required Permissions:
Manage Reporting Structures (
admin.org.structure.manage) — to create your reporting/organisational structure
Go to User Management > 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.
Once you've had an initial play around with the system and 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, enter the name "Cardiff".
When adding a new sub-group, you can also assign a Reporting Level.
Reporting levels are 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'll be able to view the performance of Cardiff, Newcastle, and Birmingham side-by-side.
To reiterate: reporting levels have no influence over where a sub-group is _located_ in your organisational structure or org-chart — they're just reporting tags.
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 one.
There are a number of conditions to consider when creating your structure/org-chart and adding sub-groups:
To avoid confusion when reporting, the system won't allow you to add sub-groups with the same name under the same parent. For example, you can't add two sites called Cardiff directly underneath your business.
As long as they don't report to the same parent, sub-groups with the same name can co-exist. To avoid confusion when reporting, we advise choosing unique names.
It's important to correctly assign the Team reporting level to each team — 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.
If you make a mistake or want to change anything, you can edit your structure at any time.
Example Structures / Org-Charts
Below are three example structures/org-charts and how they would appear in evaluagent.
Example 1: Simple Structure
Standard structure/org-chart view, and how the structure/org-chart would appear in evaluagent.
Example 2: Multi-Level Structure
Standard structure/org-chart view, and how the structure/org-chart would appear in evaluagent.
Example 3: Multi-Level Structure with Teams at Different Levels in Each Branch
Standard structure/org-chart view, and how the structure/org-chart would appear in evaluagent.