Navigating Hierarchies & Restructuring Units (CX)

Qtip: CX Hierarchies are only available to CX licenses with tickets 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.

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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.

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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.

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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.

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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.

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Hierarchy Settings

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Navigating Between Hierarchies

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.

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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.

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Manually Adjusting & Locking Units

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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

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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.

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