Hierarchical Reporting - Introduction and Setup
Updated
This functionality assists you in arranging survey data in line with your organization’s hierarchy, facilitating easier access and analysis of pertinent information for teams at various levels. The organized method guarantees that feedback data can be efficiently leveraged across numerous survey initiatives. Important features comprise:
Sprinklr’s organizational hierarchy features make it easy for teams to manage and analyze feedback across complex structures. Granular insights allow you to drill down into specific segments, such as individual stores, departments, or regions, to identify targeted areas for improvement. Customizable dashboards automatically deliver role-specific reports to managers and senior leaders, eliminating the need for manual setup. Admins can keep hierarchy data up to date with dynamic updates by uploading only the rows that need changes through Excel, simplifying ongoing data management. With a one-time setup, the hierarchy is configured through a guided Excel or CSV upload and can be reused across multiple survey projects, ensuring consistency and saving time.
Business Use Cases
Multi-Level Team Performance Analysis: Organizations often face challenges when trying to interpret survey results across different segments, especially when data lack structure or location-level breakdowns. With Hierarchical Reporting, teams can organize survey responses by relevant levels, such as region, location, or team, making it easier to identify where performance gaps exist. This structured view enables targeted actions based on specific areas of concern, helping to improve experiences and outcomes across the organization.
Strategic Feedback Monitoring Across Hierarchies: Organizations often struggle to get a clear, consolidated view of feedback across multiple locations or business units, making it difficult to track trends or evaluate the impact of initiatives. With Feedback Aggregation, teams can structure survey data by levels such as organization, region, and location, enabling high-level summaries while still surfacing recurring issues at the ground level. This structured insight helps decision-makers assess performance, measure the success of initiatives, and prioritize investments where they’re needed most.
Using hierarchical reporting, organizations can analyze survey data across multiple levels, such as regions, locations, and departments, to uncover actionable insights. For example, a regional manager may identify customer dissatisfaction in urban stores due to long checkout times, leading to the implementation of a digital queue management system that improves satisfaction. Similarly, Customer Experience Officers in global organizations can monitor feedback across corporate, regional, and property levels. When recurring issues like housekeeping delays surface in a specific region, they can allocate resources to improve service standards, resulting in a measurable boost in metrics like Net Promoter Score (NPS).
Prerequisites
At present, the Hierarchical reporting feature is included by default in Customer Feedback Management.
Setting Up Hierarchy
Create an organizational file where each row represents an individual record from the lowest level of the hierarchy (the chain of command will be established by linking each row to its superior using the values in the corresponding columns).
The file should include columns for each field that the user intends to ingest into the Sprinklr hierarchy setup.
A sample file might look like the following:
As soon as we have the file prepared, we can begin establishing the hierarchy in Sprinklr.
Navigate to Global Settings in the left pane in Customer Feedback Management Persona App.
Under Program Settings click Hierarchies.
Click + Hierarchy.
Fill the details in the Create Hierachy section:
Name: The hierarchy name is automatically set to match the name of the organization file being uploaded, but you have the option to customize it as needed (Mandatory).
Description: Add a meaningful description for the hierarchy.
Mapping Method: Select the relevant mapping method from the drop down:
Static: Hierarchy values remain unchanged at the moment of distribution, ensuring that historical accuracy is maintained.
Dynamic: Responses consistently indicate the present state of the hierarchy. Historical values might be altered if there are updates to the hierarchy.
Upload File: Allows you to drag and drop files or upload them directly from your system.
Worksheet: If the uploaded Excel file contains multiple sheets, you can choose the sheet that contains the hierarchical data. The first sheet of the file is selected by default, but you have the option to select the desired worksheet according to their needs and click Next to map the excel field with Sprinklr hierarchical fields.
Go to Mapping Section on the right pane. You can see a preview of the top 10 rows of the uploaded file to help while mapping the columns at appropriate levels in the left pane.
You can map multiple fields to a single level and create multiple levels to represent different organizational tiers.
Example: Level 1 could be Store, Level 2 Area, Level 3 Region and Level 4 Country.
Level 1: Level 1 would be the lowest level.
Enter Name: Enter the name of each level (Mandatory).
Go to Unique ID Mapping section.
Note: The Unique ID in Level 1 is essential for establishing the hierarchy and ensuring accurate data mapping.Make sure to map it correctly to maintain proper hierarchical connections.Unique ID: Select the unique ID from the drop-down. The unique ID field is a non-repetitive column that connects the hierarchy to a survey, and it is utilized to specify which rows will be updated and which new rows will be added when a new update hierarchy file is uploaded by comparing the values in the Unique ID columns.
Example: If a new file with only 2 rows is added for this hierarchy, one with Store ID as “6” and one with Store ID as “50,” since 6 is already present in our setup, the system will update the values of the corresponding columns for Store ID “6.” Since Store ID “50” is not present in the setup, a new record would be created for this hierarchy with Store ID “50.”
You can now associate all the fields at various levels; only the data from the mapped fields will be imported into Sprinklr.
Hierarchy Field: Using the Hierarchical field mapping, you can initially choose a column from the Excel sheet through a dropdown menu that displays all the column names.
Subsequently, you can associate the selected Excel column with a Sprinklr "Hierarchy" field, which are essentially custom fields categorized under the asset class "Hierarchy".
+ Field: You can either select an existing field or create a new field by clicking + Field button in the drop-down and fill the details:
Name: Enter the name.
Visibility: You can control the visibility at Global or Workspace level field.
User/User Groups: Select User/User Groups to control the visibility.
Workspace/ Workspace Groups: Select Workspace or Workspace Groups to control the visibility.
Also Add as User Field: Check the box to create a User Custom Field. Checking this will result in the new field being created to have the “User” asset class as well as the “Hierarchy” asset class that would be added by default.
This leads to the creation of a user custom field that can be utilized to gather extra metadata values when adding users to the platform.
Once value has been assigned to this field for each analyst-level user, dynamic filtering can be utilized in our custom dashboard, allowing the display of data that is pertinent to the user accessing the dashboard.
You can find the filtering features for the custom dashboard at this link.
Click Save.
Similarly, you can define mapping for each level.
You can also create “Add to user level fields” for the hierarchal fields they are using to the map and ingest the excel data.The greyed-out icon indicates that a user field for the chosen field will be generated when the hierarchy is saved or that it already exists alongside the hierarchy field.
Click + Mapping to define further mappings to Level 1.
Click + Level to define mapping for each level further.
Click Save (on the top right corner of the right pane) to create a new record in the Hierarchies Record Manager.
Hierarchy User Mapping
You also the option of directly mapping Sprinklr users at different levels of the hierarchy.
Note: Overall setup, is similar to that of the a normal hierarchy.
Only prerequisite is that the emails being added to the hierarchy must have “Sprinklr accounts” created with the same email.
This file can be utilized to establish the hierarchy following the same process.
You can find the toggle for "User Mapping" during the initial setup and data flow update. This toggle enables the mapping of Sprinklr users to hierarchical information.
When the toggle is activated, the "User Mapping" box will be accessible at all the levels.
Initially, similar to hierarchical data mapping, you have the option to choose the columns that you want to use for mapping users.
Post the column selection you have to define whether the values saved in this column have the Sprinklr Email or Sprinklr User ID.
Similarly, you can map the users at all the required levels.
For example: The user is mapped in the Area level using the “User ID”.
Once you are done with mapping the fields across different levels, you can click on “Save” to ensure validations to run on the added data.
A notification will be sent to you for informing you about the successful ingestion of hierarchy data or errors found in the file resulting in failure.
You can download the failure file from the notifications and view the records that had errors:
In the downloaded file, User IDs and Emails that are not found on the platform will be distinctly marked in RED. In such cases all the static hierarchical data is ingested and the columns for the users are saved as blank in the hierarchy. You can check the file and upload back using the “+ Update data”. Refer to this article to know more about updating hierarchy data.
Now the setup is complete and you can save the setup. This will create a new record in the Hierarchies record manager.
Manage Hierarchy and Record Manager
You can select a record and click on the Vertical Ellipsis (⋮) against a hierarchy to manage it :
View Data Screen: The "View Data" screen displays the current state of the hierarchy data stored in Sprinklr.
You can update the data by clicking "+ Update Data".
You also have an option to export the current status of the hierarchical data associated with a hierarchy from the “View Data” screen. Click Export to download an Excel file containing all the columns mapped in Sprinklr, with their current values populated as rows.
You can view the current status of the data table that has been imported into Sprinklr for this hierarchy here.
Similarly for user mapped hierarchies the data ingested is visible in this flow:
It is evident that the columns corresponding to the users are labeled as “{Level Name} - User,” and they appear as “-” in instances where a valid user is not associated.
You can apply filters based on the column present in the data table to the list of records to view and analysis the quality of import or to check for any errors.
Note: The first field of field is added as a Pinned filter for this page by default.You can also search for records using the search bar.
View Setup Screen: The "View Setup" screen shows the mappings configured during setup between the ingested organization fields and Sprinklr hierarchy fields.
The "+ Update Data" option is accessible through an icon in the header bar. Updates to the mapping cannot be made from this screen, you can only verify the existing mappings at each level.
With this you have verified the ingested hierarchy and this hierarchy is ready to be used by linking it to surveys.
Delete: With the delete option you can now delete a hierarchy.
Here the record manager has the following columns:
Hierarchy Name: Captures the name of the Hierarchy.
Owner: This shows the user who created this.
Description: A description for the hierarchy can be added.
Type: Captures the Designation or Reporting.
Last Modified: Shows the last modified data and time.
Created on: Captures the date of creation.
How to use it?
You can incorporate any variety of hierarchy structures that you would like to link with Sprinklr surveys.
You can establish each level of the hierarchy and generate suitable fields for every mapping.
Every hierarchy configuration can be utilized for various analytics applications.
You can test it in the following way:
To begin, upload an Excel file containing the hierarchy data and perform the necessary field mapping. Once the mapping is complete, enter the hierarchy view mode to verify the setup. Ensure that all mapped columns are correctly displayed and that the number of rows matches the uploaded file. For added validation, apply random filters to the data and check whether all entries have been successfully ingested into the system.
Key points to note
Currently only Designation based hierarchy is supported.
Currently only excel upload is the supported way for ingesting data.
Best Practices
Make sure there is a distinct column that aids in recognizing each individual record or entity within the organizational hierarchy structure.