Configure the organization hierarchy for WFM

NOTE   The below procedures are for the web application. For the client application, follow the procedures at Configure the organization hierarchy for WFM

Create an organization hierarchy in Calabrio WFM to reflect your business.

Add sites and teams to define your organization hierarchy. The sites often correspond to physical sites, for example offices or cities. The teams are groups within the sites. When the organization hierarchy is complete, go to the People module to connect the agents to the teams.

The organization hierarchy you create is used in many parts of the system to select which agents to see and work with. When selecting based on teams and sites, the result is based on the date.

EXAMPLE   An agent changed from team A to team B on March 1. If you open a report for team A for a day in February, the agent is included. If you open the report for team A for a day in March, the agent will not be included.

Users who don't belong to any team are not shown in the organization hierarchy, except for in People.

NOTE   Most WFM settings are individually defined for each business unit. The only items that can be available in more than one business unit are users, external logons and queues. Business units are in most cases created during the initial installation. If you need to add an additional business unit, contact the Calabrio support.

Prerequisites

  • You have the Define organization permission.

Page location

Web > WFM settings > Organization hierarchy

Procedures

Create a site

  1. Click Add new site.
  2. Enter a Name and Max seats for the site.
  3. Select the UseTimeZone check box and choose a time zone, if required.
  4. Click Save.

Create a team

  1. Click the site for which you want to create a team and click Add new team.
  2. Enter a Name for the team.
  3. Click Save.

Delete a site

NOTE   You cannot delete a site that has one or more teams.

  1. Click the trash can icon beside each team name to delete all of the teams for the site.

  2. Click Delete.
  3. Click the trash can icon beside the site name.
  4. Click Delete.

Delete a team

NOTE   You cannot delete a team that has one or more people.

  1. Click the trash can icon beside the team name.

  2. Click Delete.

Edit a site

  1. Click Edit beside the site details.
  2. Edit the Name and Max seats.
  3. Select or clear the UseTimeZone check box and choose a time zone, if required.
  4. Edit the Open hours.
  5. Click Save.

Edit a team

  1. Click Edit.
  2. Edit the Name.
  3. Click Save.

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