Configure the organization structure for WFM

Create sites and teams to define your organization structure. The sites often correspond to physical sites, for example offices or cities. The teams are groups within the sites. When the organization structure is complete, assign teams to the agents in People.

The organization structure 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 structure, except for in People where they are available in the User folder.

Prerequisites

  • You have the Options permission.

Page location

Client > Options > Organization hierarchy > Define organization

Procedures

Create a site

  1. Right-click the top node and select Add new. A new site is added in the structure.
  2. Enter a name for the site and select the Enter key.
  3. Click Apply to save.

Create a team

  1. Right-click the site for which you want to create a team and select Add new. A new team is added in the structure.
  2. Enter a name for the team and select the Enter key.
  3. Click Apply to save.

Delete a site or team

  1. Right-click the site or team to delete and select Delete.

    NOTE   To delete a site, you must first delete any remaining teams for that site.

  2. Click Apply to save.

Rename a site or team

  1. Right-click the site or team to rename and select Rename.
  2. Enter the new name and select the Enter key.
  3. Click Apply to save.

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