Tips for Building an Organization
Building your organization is one of the most important steps to ensuring success with FiveLumens. Before you begin, take time to consider the following questions:
- What does your current reporting structure look like?
- Which departments are involved, and how do they interact?
- Where and how will you use the different roles? Do you need additional roles beyond the standard ones?
- How do training, coaching, and quality operate within your existing structure?
Thinking through these questions will help you design an organizational structure and role framework that fits your specific needs.
Plan
Your organizational structure is one of the first and most critical steps in setting up FiveLumens. Take time to plan before you start. Making changes after implementation can create confusion and unnecessary rework. A clear plan from the beginning helps ensure smoother setup and long-term success.
Structure
Groups: Groups define the highest level of your organizational structure. A Group can represent a location, affiliate, or department within your organization. Each Group can have its own administration, including Group Admins, Team Leaders, Team Admins, Quality Analysts, Trainers, and Agents. You can create as many Groups as needed to match your organization’s design.
Teams: Teams manage the levels beneath Groups. Teams allow you to organize users, manage activities, and align operations with how your departments or business units function. Each Team belongs to a single Group and can be nested under another Team to mirror real-world reporting structures.
Limit: There is no limit to the number of Groups or Teams you can create in your account.
Roles and Permissions
FiveLumens includes standard roles and permissions, but you can create custom roles if your structure requires more flexibility. Before assigning users, review each role and its permissions to ensure responsibilities and access align correctly. Proper planning here helps maintain security, accountability, and efficiency across your organization.
Assignments
Trainings, Coaching Forms, and Quality Forms are all assigned at the Group level. Assigning them to a Group ensures that all Teams within that Group automatically receive access. This structure keeps assignments organized, consistent, and scalable as your organization grows.
Here are some examples of how you could set up your organization based upon your structure.
Example 1 – Company
In this organizational structure we have a company that has multiple departments. Within those departments there are different shifts and different teams.
Example 2 – Locations or Accounts
In this organizational structure we have a company with multiple locations or a BPO that has multiple accounts. Even though training might be similar, by breaking them out into different groups and teams you can customize training, coaching and quality based upon the different needs.
Building your organization in FiveLumens sets the foundation for how your entire system functions. By taking time to plan your structure, define roles, and align Groups and Teams to your real-world operations, you create clarity and efficiency from the start. Thoughtful setup ensures that permissions, assignments, and reporting all work seamlessly together, helping your organization scale smoothly and operate with confidence.