Use the organization structure for routing and reporting within the application. Typically, the application organization structure does not map operators exactly to the site's organization chart but instead, it maps the work that those operators do.
Each division represents a call center within your organization, and each unit represents a team within that call center. An organization can have multiple call centers and each call center can have multiple teams. You can identify a manager or team lead for each level of the organization. For Pega Customer Service for Communications, the case-level metrics for real-time dashboards are based on this organization hierarchy.
To configure your organization, see Setting up your organization structure. Note that you can also configure your organization when you create your implementation application. For more information, see Creating your Pega Customer Service implementation application.