How do I edit 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 edit, move, deactivate, and reactivate sub-groups in your structure/org-chart
Go to User Management > Structure.
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 want to edit.
Edit a Sub-Group
Clicking Edit reveals a 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 sub-group:
If the sub-group has children (i.e. it has levels below it / sub-groups reporting into it), you cannot 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 cannot change the name of the sub-group to a name already taken by another active or inactive sub-group reporting into the same parent.
As long as they don't report to the same parent, sub-groups with the same name can co-exist in the structure/org-chart. To avoid confusion when reporting, we advise choosing 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, 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, complete these 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 _Customer Services v2.0_).
If necessary, recreate the required structure underneath the newly created sub-group by adding the relevant sub-groups. (Again, version-control the names to avoid confusion.)
Move the relevant agents to the newly created teams.
Deactivate the now-empty part of the structure/org-chart.
View Agents in a Team
For groups with the Team reporting level, 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 a confirmation pop-up.
Take care here — this action has several impacts on your structure/org-chart:
If you deactivate a sub-group, all sub-groups beneath it will also be deactivated, _as long as there are no agents assigned to any teams that may exist (at any level) beneath it_.
If there are agents assigned, the system won't allow you to deactivate the sub-group. You'll be prompted first to move agents from the teams in question.
To quickly identify if a team contains agents, click View Agents in Team from the menu at the end of the row of any sub-group with 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're 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 exists for a deactivated sub-group, the sub-group will appear in the report so you can access results associated with it.
If a report is run for a period during which no data exists for a deactivated sub-group, the sub-group won't appear because it's deactivated and 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're revealed in the structure.
You can reactivate sub-groups at any time in hierarchical order. Click Reactivate on the highest-level sub-group and repeat the process until all 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.