Hierarchy (Platform)

Hierarchies let you create visual representations of your organization. They show the relationships between organizational units (OUs) and teams using a tree structure. This enables your users to see how separate entities work together in your organization. Your organization's primary hierarchy is set up in Admin.

You can use your hierarchy to filter a widget's data to one branch of your organization, to group its data by a level of OUs or teams, or to do both at once. For example, you can group a widget by team, then filter it to one OU, so the widget shows only the teams that belong to that OU. Filtering and grouping are set separately, in each widget's own settings, and each works on its own.

You cannot use either setting if no hierarchy is defined for your organization. For more details, see Hierarchies.

You must have these permissions to create dashboards:

  • Dashboard > Dashboards: View

  • Dashboard > Dashboards: Edit

If you cannot access Dashboard, check with your administrator. The administrator can find these permissions in NiCE CXone. Go to Admin > Security Settings > Roles and Permissions and select the role.

Hierarchy Settings

Filtering and grouping appear in different places in a widget's settings, and which ones you see depends on the widget. On a widget built from a metric, both appear only after you choose a metric that supports hierarchy.

Metric-based widgets that can show more than one row, such as Metric Breakdown or KPI Trend: Set View By to Hierarchy, then choose a level in Select Group Level. These widgets also have their own Hierarchy section with a Select Hierarchy , so you can group and filter at the same time.

Widgets that show a single value, such as Gauge or KPI: Only the Hierarchy section appears, with its Select Hierarchy. There is no row to group, so you can filter these widgets but not group them.

Either way, Select Hierarchy opens the same window: expand the tree or search for a node, click a level or a node to select it, and click Save. Your selection then appears below Select Hierarchy in the widget's settings.