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Adding Dynamic Org Hierarchies to CX Dashboards

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About Adding Dynamic Org Hierarchies to CX Dashboards

This page will go over the steps for configuring dynamic org hierarchies so they can be used to filter data in CX Dashboards. Thus dashboard users will only be able to see data according to their level in an employee hierarchy.

Before you can add a dynamic hierarchy to your dashboard, you must meet the following requirements:

Qtip: Only Brand Administrators can add org hierarchies to dashboards.

Please note that this page describes functionality that is different from dashboarding in Employee Experience projects.

Adding a Dynamic Org Hierarchy to a Dashboard

Once you have made sure that unique identifiers are attached to your dataset, you can add the dynamic hierarchy to the dashboard with the following steps.

  1. In your dashboard, go to the settings.
    Button that has a gear icon
  2. Navigate to Dashboard data.
    mapping the unique id field
  3. Make sure the unique identifier is added to your dashboard source as a Text Value.
  4. Click the Add org hierarchies in the top-right corner of the data mapper.
    the add an org hierarchy button
  5. Select the field where you mapped your unique ID.
    Popup now shows the unique ID field has been selected
  6. Click Add.
  7. When finished, click Save on your dashboard data.

Qtip: You can add hierarchy data to a maximum of 7 different dashboards per all the users in the brand (not per user). If the limit of dashboards has been reached, in order to add an org hierarchy to a new dashboard, you will be asked to remove the org hierarchy from another dashboard first.

A picture of the error, which reads, "You've reached the limit of dashboards using org hierarchy. To add org hierarchy to this dashboard please remove the org hierarchy from another dashboard first."

Qtip: If you have any custom “joined datasets,” your dashboard will be limited to 3 such data sources. If your dashboard already has three joined data sources, you will not be able to add the org hierarchy, and you will see the message shown below. If you are unsure whether you have “joined datasets,” reach out to your contact in Engineering Services. If you have not purchased Engineering Services, it is highly unlikely that you have joined datasets.

An error that says, "You've reached the limit of data sets you can join. Provide customer support with error code XXXX to remove one of your joined data sets, and then add an org hierarchy."

Qtip: If your brand does not meet platform prerequisites for supporting org hierarchies in CX dashboards, you will be asked to contact customer support so these prerequisites can be enabled.

Error window that reads "In order to enable this feature please contact our customer support."

Adding an Org Hierarchy Filter to a Dashboard

After adding a hierarchy to your dashboard, you can apply the hierarchy as a dashboard filter.

Qtip: Org hierarchy filters will not be visible on ticket reporting or action planning pages of the dashboard.
  1. In your dashboard, click Edit.
    the edit button at the top of the dashboard
  2. Click Add an org hierarchy filter.
    clicking the add org hierarchy filter option
  3. Select the desired hierarchy from the menu.
    adding an org hierarchy filter
  4. Click Done editing.
Qtip: Your dashboard can only have one org hierarchy filter on it at a time.

Using an Org Hierarchy Filter

Using an org hierarchy filter in a CX Dashboard works exactly the same as using an org hierarchy filter in an Engagement Dashboard. To learn more, see the following Engagement Dashboard pages:

Attention: Please keep in mind that the above links go to specific sections within Engagement Dashboard pages that also apply to CX Dashboards. The other sections you see on the linked page will not necessarily match CX Dashboard functionality!
Qtip: When adjusting user permissions, remember to always work out of Roles in the User Admin page.

Removing an Org Hierarchy from a Dashboard

  1. In your dashboard, go to the settings.
    Button that has a gear icon
  2. Navigate to Dashboard data.
    clicking the remove hierarchy button
  3. Click Remove org hierarchies in the top-right corner.
  4. Read the warning and click Confirm.
    A window that says "Remove an org hierarchy. If you remove an org hierarchy, you won't be able to use it in the dashboard. Are you sure you want to continue?"
  5. When finished, click Save on your dashboard data.
Qtip: If your dashboard had an org hierarchy filter on it, it will be automatically removed from your dashboard.

Using Org Hierarchy Metadata Fields in a Dashboard

Adding org hierarchies to your dashboard allows you to access the metadata fields used to configure those hierarchies in your dashboard. These fields are available in any widget that is compatible with embedded data fields. Org hierarchy metadata fields follow the syntax: [field name]_[hierarchy name]_[hierarchy ID].
viewing org hierarchy fields available in a filter

Qtip: Hierarchy metadata fields can only be added to your dashboard when using a parent, child, or level based hierarchy. Ad-hoc hierarchies are not currently supported.

When using hierarchy metadata in widgets or page filters, the Label feature can be used to rename the org hierarchy field to provide more clarity for end users.

relabeling an org hierarchy field

Qtip: Fields named Q_Units and Q_PrimaryUnits are fields that identify every unit in your hierarchy and are used to support the hierarchy filter.

REFRESHING ORG HIERARCHY DATA

To access newly added metadata fields, you will need to refresh your org hierarchies. You can only refresh org hierarchies once every 3 hours.

Attention: Refreshing org hierarchies in dashboards with joined org hierarchies will reindex the dashboard. Your previous data will still be available to view while the newer data loads.
  1. Navigate to the User Admin tab in your dashboards project.
    refreshing the org hierarchy
  2. Navigate to the Org Hierarchy section.
  3. Click the Hierarchy Tools dropdown.
  4. Click Refresh all Org Hierarchies.
    Qtip: If the Refresh all Org Hierarchies button is grey, the dataset has been refreshed within the last three hours and you will need to wait in order to refresh again.