Hierarchies

Typically, there will be several ways to describe the hierarchical structure of an organization.  Some common hierarchy types include:

•      Geography: subdividing the organization by geographical location – e.g. North America and EMEA; within North America, USA and Canada.

•      Product/Service Line: subdividing the organization by the types of product or service that it offers: for example, Banking and Insurance; within Banking, Savings Accounts and Credit Cards.

Note that, in RPI’s implementation of organizational hierarchies, the elements they contain are known as ‘nodes’ (e.g. ‘USA’ is a node in the Geography hierarchy).

It is possible to link an interaction to one or more hierarchy nodes.

The Hierarchies section occupies the top of the Organization configuration interface.

It contains the following elements, each of which is discussed separately.

•      Toolbar

•      Hierarchies list

•      Hierarchy details panel