Set up departments

Departments group colleagues so people can find each other by team instead of scrolling one long list.

Departments group colleagues so people can find each other by team instead of scrolling one long list.

What departments do

They organise the colleagues list. In a company of fifteen this hardly matters; at eighty it is the difference between finding someone and giving up and sending an email.

Departments are about finding people. They do not route calls. Routing is what call groups do, and confusing the two leads to structures that satisfy neither.

Create the structure

1. In WMS, go to Users.
2. Open the departments configuration.
3. Create your departments and, if useful, sub-departments.
4. Assign users.

Mirror how people speak

Use the names colleagues actually use. If everyone says "the warehouse", do not create "Logistics Operations". People search for what they say, not for what the org chart says.

Keeping it current

A department structure decays quietly. People move teams and nobody updates it, and a year later the list actively misleads. Add it to whatever you already do when someone changes role.

Departments versus call groups

See also

• Add and manage users
• Create call groups and pickup groups