The system’s hierarchy determines which staff appear in your stats and reports. Think of it like a family tree with those at the top having the most oversight, while managers lower in the hierarchy can only see reports for the users below them.
Here are some common reasons why users or sites may not be visible to you:
Missing single users
You don't currently oversee the user's site in the hierarchy.
A user is at the same level or above you in the hierarchy.
Does the user have a future start date? They will only show in reports from their start date. See this guide on how to check start dates.
Has the user been marked as a virtual user? Virtual users won't show on reports. See this guide to check if an account is virtual.
Users may be deactivated. Click here to learn how to re-activate a user.
The user isn’t placed in the hierarchy. They may have been set up manually using the Admin Tool instead of the Create User Form.
There aren't Site rules in place for a user's site or job role. See this article on how to check and manage Site rules.
Head office staff and upper management won’t appear in the Organisation Hierarchy unless they’ve been manually placed there. See this article on how to check and manage users in the Organisation hierarchy.
Check a user's parent
You can also check the direct Parent above a user by following the below steps. You'll need access to the Admin Tool with hierarchy permissions.
Sign in to Admin Tool.
Click Employees.
Click Config.
Click Hierarchy.
Click Parent.
Note: If no named parent appears, the user is not currently in the hierarchy.
Missing multiple users or sites
If you’re missing several users or sites, they are likely not positioned below you in the hierarchy. This usually happens if:
Another user has changed the hierarchy.
A user who acted as a connection point or branch was removed, causing a break in the hierarchy.
To confirm this, first check your hierarchy oversight.
From the main console, click Stats.
Click Employees. Your name will appear at the top of the hierarchy.
Click on the name next to yours to see the next person in the hierarchy.
Keep clicking each descendant until no more appear, this is the furthest level you can access.
Not Seeing the Right Users or Sites?
If you're missing multiple users or sites and think there’s a break in your hierarchy, and are unsure how to fix it after checking your Site and Orgnisation hierarchy, please raise a support case and include:
The names of the staff or sites you can’t see.
If multiple sites are affected, provide their names.