Overview

When the system includes an Interactions and Analytics license, the organization and group structures created in Organization Management are shown merged as parallel groups within a single tree structure in the Interactions administration applications, such as Shared Inbox and Assignment Manager.

Example: Display of organizations and groups when working in Interaction admin applications

The Root Organization and its child organizations, and the Root Group and its child groups, are set up and displayed in different pages.

However, when you run the Assignment Manager and go to the Groups tab, these same organizations and groups are part of the same tree structure.

To control employee access to the organization and group structure, assign Organization or Group scope access privileges.

Note also that in Interactions and Analytics, users are either leaders or members:

Leaders are assigned privileges under the Interactions category, in the Interactions, Evaluations, Assessments, and/or Analytics sub-categories, for example supervisors and managers. Leaders can access the recordings and data for employees.
Members are assigned privileges under the Interactions category, in the My Evaluations and/or My Interactions sub-categories, for example agents.