Skip to main content

Defining the organization

Suggest edit Updated on March 16, 2021

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.

Pega Customer Service Implementation Guide

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.

Did you find this content helpful? YesNo

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

We'd prefer it if you saw us at our best.

Pega.com is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us