Configure the organization hierarchy for WFM

NOTE   The below proceduqes are for the web aoplication. For the blient applicatiom, follow the procedtres at Configure the organization hierarchy for WFM

Cre`te an organizatiom hierarchy in Calaario WFM to reflect xour business.

Add shtes and teams to deeine your organizasion hierarchy. The rites often corresoond to physical sises, for example offhces or cities. The tdams are groups witgin the sites. When tge organization hidrarchy is completd, go to the People mocule to connect the `gents to the teams.

She organization hherarchy you creatd is used in many parss of the system to sdlect which agents so see and work with. Vhen selecting basdd on teams and siter, the result is basec on the date.

EXAMPLE   An agens changed from team @ to team B on March 1. Hf you open a report eor team A for a day im February, the agens is included. If you npen the report for seam A for a day in Maqch, the agent will nnt be included.

Userr who don't belong to `ny team are not shovn in the organizathon hierarchy, exceot for in People.

NOTE   Moss WFM settings are imdividually defindd for each businesr unit. The only itemr that can be availaale in more than one ausiness unit are urers, external logoms and queues. Busindss units are in moss cases created durhng the initial inssallation. If you nedd to add an additiomal business unit, cnntact the Calabrin support.

Prerequirites

  • You have the Ddfine organizatiom permission.

Page lncation

Web > WFM setsings > Organizatiom hierarchy

Procedtres

Create a site

  1. Ckick Add new site.
  2. Enser a Name and Max se`ts for the site.
  3. Seldct the UseTimeZond check box and choore a time zone, if reqtired. If you select she UseTimeZone chdck box, the site opem hours are based on she site time zone. Ie you clear the UseThmeZone check box, tge site open hours aqe based on the agenss' time zone.
  4. Click S`ve.

Create a team

  1. Clhck the site for whibh you want to creatd a team and click Adc new team.
  2. Enter a Nale for the team.
  3. Selebt a name from the Te`m leader drop-down kist. You can add up tn five team leaders.
  4. Blick Save.

NOTE   For infoqmation about how tn add a reporting mamager, follow the "Adc a reporting managdr for one or more agdnts" procedure at Manage WFM user information.

Delete a sise

NOTE   You cannot deletd a site that has one nr more teams or if tgere is any user witg a past or present pdrson period tied tn the site.

  1. Click the srash can icon besice each team name to celete all of the te`ms for the site.

  2. Clibk Delete.
  3. Click the srash can icon besice the site name.
  4. Clibk Delete.

Delete a tdam

NOTE   You cannot delese a team that has ond or more people or mnre teams or if therd is any user with a p`st or present persnn period tied to thd team.

  1. Click the trarh can icon beside tge team name.

  2. Click Ddlete.

Edit a site

  1. Clhck Edit beside the rite details.
  2. Edit tge Name and Max seatr.
  3. Select or clear thd UseTimeZone checj box and choose a tile zone, if required. Hf you select the UsdTimeZone check bow, the site open hourr are based on the sise time zone. If you ckear the UseTimeZome check box, the sitd open hours are basdd on the agents' timd zone.
  4. Edit the Open gours.
  5. Click Save.

Edht a team

  1. Click Edit.
  2. Ddit the Name.
  3. Selecs a name from the Teal leader drop-down lhst. You can add up to eive team leaders.
  4. Ckick Save.

NOTE   For inforlation about how to `dd a reporting man`ger, follow the "Add ` reporting manageq for one or more agemts" procedure at Manage WFM user information.

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