User Hierarchy

Overview

A Symbee Connect User Hierarchy can be set up to organize your users into hierarchical groups. Configuring a Symbee Connect User Hierarchy is optional. The Symbee Connect User Hierarchy is used by certain Symbee Connect features and is also used in reporting data.

The following Symbee Connect features make use of the configured user hierarchies:

• Supervisor's can be configured to only show users that are at or below their hierarchy level, allowing you to set up your hierarchy at the lowest level to be teams. If configured, the Supervisor will then only have visibility to the agents in their team or the teams lower than them in the hierarchy.
• The Directory tool in the end user UI can be optionally configured to only show users at or below the hierarchy of the current user. If configured, this then avoids the user seeing a list of every user in the company and they then only see the users at or below their level in the hierarchy.

Additionally, If you have configured and enabled Symbee Connect Interaction, Work Code selection and User Usage data to be emitted for reporting and business intelligence (see here for configuring and enabling this), configuring a Symbee Connect user hierarchy allows your reporting data to be structured and grouped into hierarchies that make sense for your business.

For example, you could set up hierarchies to represent geographical locations for your users, such as: US West, US East, UK, Europe, etc. Or you might set up hierarchies to represent your Business Units, such as: Sales, Customer Service, Technical Support, etc. Or a combination of both. How you set up your users into hierarchies us up to you.

Once your users are set up in hierarchies, the reporting data will begin including this hierarchy as the data is collected.

Access User Hierarchy configuration under User Configuration off the main Function Menu on the Administration Portal. The following details each of the three views available for Symbee Connect user hierarchy management.

Hierarchy Structure

Use the Manage User Hierarchy Structure view to set up and maintain your user hierarchy group structure. You then use the associated Hierarchy Members or Hierarchy Assignments views for assignment of your users into the hierarchy groups.

Hierarchy Groups

A hierarchy is made up of Groups (or levels), configured in a tree-like structure. Each Group can have users directly assigned to it, and/or can also have configured child groups.

Adding Hierarchy Groups

Use the Add action button to add a new group. The first group created will always be a top-level group in the hierarchy, however you can have multiple top-level hierarchy groups if needed. Clicking the Add action button on the row of an existing Group creates the new group as a child of the group on that row.

When adding Hierarchy groups, each group has to have a name. The Group Name must be unique throughout all the groups defined in your hierarchy.

Deleting Hierarchy Groups

Click the Delete action button beside a Group you want to remove from your hierarchy. A confirmation dialog will be displayed to confirm the deletion.

Any users currently assigned to the group being deleted will remain, but will be removed from the hierarchy (you can optionally then assign them to a different hierarchy group).

Moving a Group within the Hierarchy Structure

You can move (or relocate) an existing group within your user hierarchy. To do so, click the Move action button beside a Group you want to relocate.

Moving will relocate the Group, and any users assigned to the group, to the new location you select in the hierarchy. This includes any lower level (child) group structure under this group (along with those child group user assignments).

When moving a group, you select a new parent Group to move the selected group under using the Hierarchy selector in the Move Group within Hierarchy dialog. You cannot set the new parent of a group being moved to a child group of the group being moved. This is intentional.

Hierarchy Members

The User Hierarchy By Group view displays your currently configured User Hierarchy, with all configured users and their current hierarchy group assignments, and allows simple user moves within the Hierarchy.

Any users not currently assigned in the hierarchy are displayed under the first Unassigned Users group.

Click Show to expand and show the detailed list of users in a specific group displayed. Once expanded, you can click on a specific user to move them to a different group (or to unassign them).

The Display selector controls whether User Ids or User Names are displayed in the hierarchy view when a specific group us expanded to show its members.

Use the Find by User search box to search for a specific user either by User Id or User Name. The parent group of the chosen user will be expanded to highlight which group the searched user is located in.

Hierarchy Assignments

The Hierarchy Bulk User Assignment view displays all configured users and their current hierarchy group assignments, and allows you to search and select one or multiple users at a time and update their assignments.

This view is provided to make it easier to perform user hierarchy assignments and maintenance in bulk if needed.

Use the associated Hierarchy Members view to visualize your user group assignments in the context of the Hierarchy tree, and to make updates one user at a time.