Team hierarchy

Who's this for? Tech admin

Team hierarchy defines which team members report to which managers. It enables you to see stats and deal data per team, filter calls by teams, make sure feedback requests go to the right person, and more. By default, every company starts with a single hierarchy. A single rep is assigned a single manager, who may be assigned their own manager, rolling upwards.

When team hierarchy is set up correctly you can:

• See stats and deal data per team 

• Filter calls by specific teams

• Ensuring that feedback requests on calls go to the correct manager (appears in the Activity queue)

• Do bulk actions on teams such as change data capture settings and assign permission profiles.

When updating hierarchy in the team members page, it can take from a few minutes up to a couple of hours to update across Gong, for example in the call filters and Activity page.

You can create hierarchy automatically through automatic provisioning or manually on the Team members page.

Changing team hierarchy

To make a change to the team hierarchy, edit the Manager of the relevant person. Click the team member you want to change, and edit the Manager box. For more details, see Add or edit a team member.

About multiple hierarchies

Note:

This capability is in limited availability. For details on setting it up, contact your Gong rep.

Large organizations may have more than one hierarchy to support their sales departments. For example, a rep may have one manager based on what they sell and another manager based on where they sell. Multiple hierarchies enable you to assign more than one manager to a single rep. Multiple managers can then coach that rep, view stats, and more, according to the hierarchy they choose.

Setting up an additional hierarchy

1. Contact your Gong rep to make sure you’re in the beta.

2. Go to Company settings > Hierarchies.

3. Click + Add hierarchy.

4. Give the hierarchy a name and add a description.

Once you’ve created a new hierarchy, you’ll be able to assign team members to managers under that hierarchy. This can be done in bulk or manually.

Note:

We use email addresses as the unique identifier for Gong users. To assign an alternative manager to a team member, both the manager and the team member must be Gong users.

Bulk upload to a new hierarchy

1. Go to Team members > Bulk update team members and download a CSV template.

2. If you’ve set up an alternative hierarchy, the CSV template will have a column called “Hierarchy <new hierarchy name> Manager email address”. Use this column to associate team members with the correct manager in the alternative hierarchy.

3. Once you’ve completed the CSV, follow the instructions for making bulk changes to team members.

Manual upload to a new hierarchy

1. Go to Team members and click on the name of the person you want to update to open the edit user panel.

2. If you’ve set up an additional hierarchy, you’ll see a field for the manager in the additional hierarchy at the bottom of the Personal details section. Choose the name from the list that appears.

Filter according to new hierarchies

Once you’ve assigned managers in the additional hierarchy to team members, you can use the hierarchy selector in the Team Members page to view a hierarchy’s full organization tree.  

User can choose which hierarchy they want to view in the following areas:

• Conversations > Search: Filter call participants according to a specific team

• Coaching: Managers can filter according to reps on their teams

• Insights: Data can be filtered according to any hierarchy

• Home: Managers choose which hierarchy they want to view

FAQs