Divisions

You can partition your CXone Mpower system into two or more distinct segments, called divisions. Divisions strictly and securely separate data within the system so you can align them with different lines of business or other organizational structures. The boundaries between divisions are consistent and apply across the platform. This ensures complete isolation between divisions.

Each division operates independently of the other divisions in your system and generates its own data. Members of one division cannot view or access any data from other divisions, with the following exceptions: 

• If a division contains subdivisions, members of parent divisions can view and access the data of the child divisions.

• ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. in parent divisions up to the root division are visible. This allows for contacts to be transferred to other divisions.

• Users in parent divisions up to the root are visible but cannot be modified except in the division they're assigned to.

Divisions, Views, and ACD Data Restrictions

When divisions are enabled, views and ACD data restrictions continue to work independent of divisions and can be configured across divisions. If a user's access is defined by both a division and a view or ACD data restriction, the view or ACD data restriction takes precedence.

To make the best use of these security options, use divisions to provide the primary structure for data segmentation. Then, within each division, use views and ACD data restrictions for finer-grained visibility control.

Divisions Setup

Currently, divisions are only available for new customers. The option will be available for existing customers in a future release. Divisions must be enabled for your CXone Mpower system by an Account Representative.

When divisions is enabled on your system, two divisions are automatically created:

• Default Division: 
  • Is the parent division for all other divisions.
  • Cannot be modified or deleted.
  • Has visibility across the entire system.

• Root Division:

  • Is the top-level division for your system and is the child of the default division.

  • Can be renamed but not deleted or deactivated.

  • Additional divisions are subdivisions of the root division.

  • All new entities must be created within the root division or one of its subdivisions.

CXone Mpower supports three levels of subdivisions under the default division. Divisions are zero-indexed, where the top level is 0, the second level is 1, the third level is 2, and the fourth level is 3.

The following entities can be assigned to divisions: 

• Teams

• ACD skills

• Campaigns

• Script workflow development stages within Studio

Additionally, employee profiles inherit the division from the team they're assigned to.

Not all CXone Mpower applications support data segmentation with divisions. Applications that support divisions respect the boundaries of the division the user is assigned to. The boundaries do not impact data within applications that do not yet support divisions. Support for additional applications will be added in future releases. The following applications support divisions:

• CXone Mpower Agent applications

• CXone Mpower Studio

• CXone Mpower Digital Experience

• Interaction Analytics API

• CXone Mpower Recording

• GenAI Prompt Editor

Best Practices for Division Implementation

Follow these guidelines when preparing to implement divisions in your CXone Mpower system:

• Before beginning to create divisions, create a plan.
  • Plan divisions around meaningful business boundaries, such as clients, brands, departments, or geographic regions.
  • If you need more than one level of divisions, map out hierarchy of divisions.
  • Keep the hierarchy simple by avoiding unnecessary nesting or oversegmentation.
  • Keep at least one user's employee profile assigned to the default division. This ensures proper administrative access. This user will be able to access the data and entities across the entire system.
• Establish strong governance.
  • Assign clear ownership for division administration.
  • Limit global administrator privileges to reduce the risk of cross-division exposure. A user has global administrator privileges when they're assigned to the default division.
  • Create and enforce naming conventions for divisions and the entities assigned to them.

• Only use divisions for large-scale grouping of data.

  • For small-scale grouping, such as temporary projects or fine-grained organizational splits, use views instead.

  • Excessive segmentation adds complexity to your CXone Mpower system. In the event that a division is no longer valid, all entities within that division must be manually reassigned to a different division.

• Assign all entity types that can be assigned to the appropriate division.
• Ensure accurate division placement of entities. Entities cannot be moved to different divisions after being assigned to one.
• Ensure that Studio scripts are aware of the division context.

Key Facts about Divisions

• Your CXone Mpower Account Representative must enable divisions in your system.

• CXone Mpower supports a maximum of 100 divisions per tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

• The ability to create additional divisions is controlled by permissions.
• Assigning entities to divisions happens within the application where the entity is created and managed. The ability to assign entities, such as ACD skills or teams, to divisions is controlled by a permission.

Limitations

At this time, divisions have the following limitations:

• Divisions are only available for new tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

• After being enabled in a CXone Mpower system, divisions cannot be deactivated or deleted.

• An entity's division assignment can be changed once in its lifetime.

• Existing data cannot be segmented with divisions.

• Not all CXone Mpower applications support data segmentation with divisions.