Author: Eamon Magan
What to do if your Team Members have Changed or you have a new team member
Occasionally, you will need to add/change/remove users from a certain team to ensure you are getting accurate reporting.
Cognition 360 reporting pulls teams from the Department(Group) in the Member details. This is the easiest way for us to determine where each Team Member belongs in your Organization. We have the option of changing this in our reporting to be more granular and reflect the actual structure of your Teams. This is done because you would want to report on people with similar roles and job functions. You wouldn't compare your Help Desk Members to your Admin team. Your expectations of them and their roles are completely different. This gives you the ability to filter the reports down to a specific team and its member much easier.
As an example you might break out your Help Desk to Tiers or Pods. You would group your members by Tier 1, Tier 2, etc. OR Blue Team, Red Team, Etc. Follow the process below and let us know which members belong in which Team and we will update them for you.
To see a full listing of the current active users/members and their assigned team.
Go to the C360 Service Delivery workspace (you will need to have access to the workspace rather than the app).
Check that the data has been refreshed recently. If not, refresh the report first and then open it by clicking on the report (next to the Blue Icon)
Navigate to the User Information page.
The middle table shows the data for active users and corresponding team information.
Once you have this information you can export it to Excel in CSV format (via the table options on the '...' icon). Please note, new users will appear under the Unknown team.
Select Summarized Data and change the File Format to .CSV then hit Export. (See Below)
(Once done you can access this via your usual Downloads folder).
You can now make the necessary changes. Please do not delete any columns but just add to the existing document as needed.
Once all the changes have been made please email the changes to firstname.lastname@example.org and we will make the necessary changes.
For queries, please contact email@example.com