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Navigating Hierarchies & Restructuring Units (CX)

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Qtip: CX Hierarchies are only available to CX licenses with ticketing included. If you’re interested in this feature, reach out to your Account Executive.
Qtip: CX Hierarchies and EX Hierarchies are very similar, but have some key differences. If you are an EX client, please see Navigating Hierarchies & Restructuring Units (EE) instead.

How to Read Your Hierarchy

Once you generate your hierarchy, it is important to understand how to read your hierarchy in the Org Hierarchies section. On the left-hand side will be the navigation sidebar that contains the breakdown of your hierarchy. You can click the arrows next to each unit to either collapse or expand the units. By default, the numbers to the right of each unit in the navigation sidebar specify the number of participants in and below that unit.

Navigation sidebar to the left expanding and collapsing units of the hierarchy to reveal its members

Qtip: If you are using a Parent-Child hierarchy, the unit name often matches the manager’s name. If you are using a Level-Based hierarchy, the unit name often matches the functional breakout of your hierarchy – usually a department name.

If you click on a unit in the navigation sidebar, the participants who make up the unit will display to the right of the sidebar.

Navigation sidebar to the left expanding and collapsing units of the hierarchy to reveal its members

If you click on a single participant in the navigation sidebar and not a unit, it will display the participant’s unit on the right and highlight the participant you selected.

A direct report instead of a manager is selected to the left, and we see the same unit as the previous screenshot, because this direct report is in Jeremy Long's unit

If you click on a user’s name on the right, it will bring you to the user information window where you can make edits to the selected user only.

Highlighting where you click to open the participant info window

Searching Your Hierarchy

You can easily and quickly search your hierarchy by using the Search bar. You will be able to search by the user name, user email, or unit name.

Qtip: If you are searching a Parent-Child hierarchy, the unit name often matches the manager’s name. If you are searching a Level-Based hierarchy, the unit name often matches the functional breakout of your hierarchy – usually a department name.

Search Org Hierarchy search bar along top of center section

Hierarchy Settings

Settings button menu expanded to 4 options

  1. View Org Hierarchy Configuration: Will display the configuration settings shown when the hierarchy was generated. For all hierarchy types, you can rename the hierarchy here.
  2. Hide Direct Reports in Navigation Sidebar: Direct reports will not be displayed in the navigation sidebar. Only units will display.
  3. Show Direct Report Count for Units: The numbers to the right of each unit in the navigation sidebar will specify the number of direct reports for the unit instead of showing the number of users in or below that unit.

You can add multiple hierarchies to a single project. To navigate to a different hierarchy in your project, click the hierarchy selection dropdown menu and choose the hierarchy you would like to view.

Hierarchy selection dropdown menu opened to reveal other hierarchies that can be selected

Deleting Hierarchies

To delete a hierarchy, select the hierarchy from the dropdown menu, then click the X next to the hierarchy’s name, and confirm the deletion.

Warning: Make absolutely sure that you want to delete your hierarchy. Once you delete a hierarchy, it is irreversible and you will have to create it again from scratch if you decide you need it again.

In Hierarchy selection dropdown menu, X button next to name of hierarchy

Manually Adjusting & Locking Units

Unit being dragged around left sidebar

You can manually adjust your hierarchy by dragging and dropping units or direct reports in the navigation sidebar.

In order to make sure you don’t unintentionally adjust a unit’s settings, you can lock a unit by selecting the lock icon to the left of the unit’s name. When you lock a unit, all units below the unit will also be locked. You will be unable to make changes to a unit until you unlock the unit by selecting the lock icon again.

Qtip: Want to lock your entire hierarchy? Select the very top lock icon on the left to lock all of the hierarchy’s units.

Editing Individuals Within a Unit

Dropdown menu next to unit member reveals 4 options

  1. Make Direct Report or Make Manager: Will make the user either a direct report or manager of your selected unit. Make Direct Report will only be an option for managers and Make Manager will only be an option for direct reports.
  2. Remove From Unit: Removes the user from the unit. The user will still be included in the total counts for the hierarchy, however, they will not be associated with any unit unless you reassign them.
  3. Move Person: Allows you to move the user to another location in the hierarchy. This option will not be available for managers since moving them would break the hierarchy relationships with their direct reports.
  4. Remove From Org Hierarchy: Removes the user from the chosen hierarchy. The user will still be included in the user list and any other hierarchies they have been added to (if you have more than one), however, they will not be associated with the chosen hierarchy unless you add them again.

If you click on a user’s name, it will bring you to the user information window where you can make various edits. For more information, visit the User Information Window support page.

User information page

FAQs