• 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.

The Users section allows you to create, edit, and manage all users within your FiveLumens account. From this area, you can control account access, assign permissions, and organize users based on your operational structure. Managing users effectively ensures accurate reporting, proper visibility, and secure access across your organization.

Creating a User

To create a new user, go to Organization in the left navigation menu and select the Users submenu. In the upper right corner, click + Add User.

A modal will appear with several fields. The required fields are:

• First Name
• Last Name
• Email
• Password
• Role
• Group

All other fields are optional when creating a user.

The Password field includes two options:

1. Send Email toggle: When turned on, this sends an email to the new user prompting them to create their password when they first log in.
2. Manual password creation: You can create a password directly within the modal and share it with the user. This option does not send an email.

You can return later to edit or update the user’s profile settings, but completing these required fields is all that’s needed to create a new user.

Editing a User

To edit an existing user, go to the Users list and click the action icon next to the user’s name. Select Edit. This will open the user’s profile page.

From the User Profile page, you can:

• Update profile information by clicking the settings icon.
• Review the user’s activity across Quality, Coaching, and Training.
• Take additional actions to manage account access and activity history.

There are three available actions for a user:

1. Reset Password – opens a modal where you can manually change the user’s password.
2. Send Reset – sends an email to the user prompting them to reset their own password.
3. Generate Log – creates and downloads a PDF activity log for the user, which can be used for HR or recordkeeping purposes.

These tools allow you to maintain user security, visibility, and accountability across the platform.

Deactivating and Reactivating a User

You can deactivate or reactivate a user through the Status toggle in the Users list.

When you toggle the status to Deactivate, a confirmation modal will appear asking you to verify the action. Deactivating a user does not delete their account or data. It simply prevents them from logging in or accessing the platform until reactivated.

When you toggle the status back to Active, the user will be reactivated immediately and a success modal will confirm the change.

This feature allows you to manage user access efficiently without permanently removing their profile or history.

Deleting a User

To permanently remove a user, click the action icon next to the user’s name and select Delete.

Deleting a user will remove their account and all associated history from the platform. This action is permanent and cannot be undone.

When you choose to delete a user, a confirmation modal will appear to verify the action. Once confirmed, the user and all related data will be permanently deleted from FiveLumens.

Use this action carefully to avoid the loss of important historical data or reporting records.

Managing users is essential to maintaining an organized and secure environment within FiveLumens. By carefully creating, editing, and controlling user access, you ensure that each person has the right permissions, visibility, and responsibilities for their role. Using the available tools to deactivate, reactivate, or delete users helps keep your account accurate and up to date while preserving data integrity across Groups, Teams, and Roles. Proper user management supports smooth operations and accountability throughout your organization.

Groups define the highest level of your organization’s hierarchy, while Teams manage everything within those Groups. Every user in FiveLumens must be assigned to a Team, and all permissions, coaching sessions, evaluations, and reporting flow through that structure.

By creating Teams that align with your departments, lines of business, or operational units, you ensure clear accountability, organized data, and efficient management at every level.

Creating a Team

To create a new Team, go to Organization in the left navigation menu and select Teams. In the upper right corner, click + Add Team.

A modal will appear with four required fields:

• Name: The name of the Team.
• Description: A short summary of the Team’s purpose or function.
• Group: The Group this Team belongs to. This is a single-select dropdown that lists all available Groups. A Team can only be assigned to one Group.
• Nested Under: The parent Team this new Team will belong to, if applicable.

Once you have entered all information, click Create. The new Team will appear in your list and you can begin assigning users to it.

Understanding “Nested Under”

The Nested Under field allows you to build a hierarchy of Teams within a Group. This structure helps organize departments, managers, and sub-teams in a way that mirrors how your organization operates.

For example, imagine a retention department with two directors. Each director manages their own Team, and each of those Teams contains five smaller Teams. In this case, you would:

1. Create one Team for each director.
2. Assign users to those director-level Teams.
3. Create the five sub-Teams under each director’s Team using the Nested Under option.
4. Assign users to each sub-Team.

This structure completes the hierarchy within FiveLumens, where Groups define the highest level of the organization and Teams manage all levels beneath them.

Editing a Team

To edit an existing Team, go to the Teams list and click the action icon at the end of the Team’s row. Select Edit.

This will open the Team settings modal, where you can update the name, description, group, or nested under fields.

After making your changes, click Save to apply the updates.

Deleting a Team

To delete a Team, click the action icon at the end of the Team’s row and select Delete.

Unlike Groups, Teams can be deleted even if they have users assigned to them. When you delete a Team, two things occur:

1. The Team Leader, Team Admins, and all Team Members assigned to that Team will be unassigned.
2. Any Teams nested under the deleted Team will also be unassigned from it.

A confirmation modal will appear asking you to verify the deletion. Once confirmed, the Team will be permanently removed.

Be cautious when deleting Teams, as this action cannot be undone and will affect all users and sub-teams associated with it. Remember this affecting only the assignment of users to teams and not the users themselves.

Assigning and Removing Users from Teams

There are two ways to assign users to a Team within FiveLumens: through User Management or directly from the Teams section.

Assigning Users When Creating or Editing a User

When creating a new user, you will need to assign them to both a Group and one or more Teams. A user can belong to multiple Teams as long as those Teams are within the same Group they are assigned to.

If you are editing an existing user, you can update, change, or remove their Team assignments in the same way. To change a user’s Team assignment, simply check or uncheck the Teams as needed within their profile and save the changes. To remove a user from a Team entirely, uncheck the Team and save. Remember that Teams are tied to Groups, so a user can only be assigned to or removed from Teams that belong to their assigned Group.

Assigning or Removing Users from the Teams Section

You can also manage Team membership directly from the Teams list. Click the action icon at the end of the Team’s row and select Add User.

A modal will appear allowing you to filter users by role and group. You can then select one or multiple users to add to the Team. Once your selections are made, click Save to complete the assignment.

To remove users from a Team, check the box next to each user’s name and select Remove from the options dropdown. This is for bulk removals. You can also click the Edit User action icon, which will open the user’s profile where you can adjust or remove their Team assignments directly.

Team Leader and Team Admin

When creating a Team, no Team Leader is automatically assigned. After adding users to a Team, you can designate one or more users with the Team Leader role to serve as the Team’s leader.

The Team Leader can coach and evaluate all agents assigned to that Team. You can also assign a Team Admin, who functions as a backup to the Team Leader. If the Team Leader is unavailable, the Team Admin can perform the same functions to ensure continuity.

To assign or remove a Team Leader or Team Admin, click the action icon at the end of the Team’s row and select Assign Team Leader or Assign Team Admin. All assigned Team Leaders and Team Admins will be highlighted with the blue color.

It is important to note that a Team Leader or Team Admin must first be added to the Team. However, until they are specifically assigned as the Team Leader or Team Admin for that Team, they will only be considered a member of the Team and not have administrative permissions for it.

Teams are central to how users, roles, and activities are managed within FiveLumens. By creating Teams that reflect your organizational structure, you ensure that coaching, evaluations, and reporting flow accurately through each level of your business. Assigning the right Team Leaders and Team Admins keeps performance management and communication aligned, while proper user assignments maintain clarity and control. A well-organized Team structure allows your organization to operate efficiently and consistently across every Group.

Each Group functions as an independent area within your FiveLumens account. A Group can contain its own set of administrators, including Group Admins, Team Leaders, Team Admins, Quality Analysts, and Trainers, as well as its own Agents. This structure allows each Group to operate with its own permissions, users, and performance data while remaining connected to the overall account.

Coaching Forms, Scorecards, and Trainings are all assigned at the Group level. Because of this, Groups serve as the foundation for how evaluations, coaching, and learning are organized and delivered throughout your organization.

Creating a Group

To create a new Group, go to Organization in the left navigation menu and select the Groups dropdown. In the upper right corner, click + Add Group.

A modal will appear with three required fields:

• Name: The name of the Group.
• Description: A short summary to identify the Group’s purpose or function.
• Nested Under: The parent Group this new Group will belong to, if applicable.

Once you have entered the information, click Create. The new Group will appear in your list, and you can begin assigning users to it.

Understanding “Nested Under”

The Nested Under field allows you to create a hierarchy of Groups based on your organization’s structure. This feature was designed especially for Business Process Outsourcers (BPOs) or organizations that manage multiple clients or business lines within one account.

For example, a BPO may have 40 clients, so they would create 40 separate Groups. If one client has three main lines of business—Customer Support, Retention, and Sales—each can be created as a sub-Group “nested under” that client. Each account manager for the client would then have access only to their assigned department while still remaining within the overall client Group.

It’s important to note that Groups are used to define roles and permissions for admins, while Teams are used to manage team members and agents.

Editing a Group

To edit an existing Group, go to the Groups list and click the action icon at the end of the Group’s row. Select Edit from the menu.

This will open the Group settings modal, where you can update the name, description, or nested under fields.

After making your changes, click Save to apply the updates.

Deleting a Group

To delete a Group, click the action icon at the end of the Group’s row and select Delete.

If there are users, other than admins, assigned to the Group, you will not be able to delete it. An error modal will appear notifying you that the Group cannot be deleted until all non-admin users have been removed.

If there are no users, other than admins, assigned to the Group, a confirmation modal will appear asking you to verify the deletion. Once confirmed, the Group will be permanently removed.

Be cautious when deleting Groups, as this action cannot be undone.

Groups form the foundation of your organization within FiveLumens. By structuring your account with Groups, you can align users, permissions, and reporting with your operational setup. Because Coaching Forms, Scorecards, and Trainings are all assigned at the Group level, maintaining an accurate Group structure ensures evaluations, coaching, and learning are delivered correctly across your teams. Taking time to build and manage Groups thoughtfully creates clarity, control, and efficiency throughout your organization.

Standard Roles

There are six main roles within the FiveLumens platform:
Account Owner, Global Admin, Group Admin, Team Leader, Team Admin, and Agent.

Each role defines a different level of access and responsibility within the organization, ensuring the right people have the right permissions for their teams and workflows.

Groups

Groups are the foundation of how your organization is structured within FiveLumens. A Group can represent a specific location, department, affiliate, or division of your organization.

Each Group must be created by an admin based on your organization’s structure. There is no default Group when your account is first created.

Within each Group, you can assign its own administration — including Group Admins, Team Leaders, Team Admins, and Custom Roles — as well as its own Agents. This allows each Group to operate independently while still remaining part of the same FiveLumens account.

Account Owner

The Account Owner is the user who created the FiveLumens account.

The Account Owner has full access to all account settings, billing, Groups, Teams, Users, products, and reporting.

Global Admin

Global Admins assist the Account Owner in managing the FiveLumens system.

Global Admins have the same permissions as the Account Owner except for billing access. They cannot change or cancel the account and cannot modify the Account Owner’s access level or role.

Group Admin

Group Admins manage specific Groups within the organization.

Group Admins have full permissions for Teams, Users, and all FiveLumens products within their assigned Group.

Team Leader and Team Admin

Team Leaders and Team Admins manage specific Teams and sub-teams within a Group.

They have limited permissions for their assigned Teams and sub-teams, including certain FiveLumens products. Additional permissions can be granted if needed.

Even though a user may hold the Team Leader or Team Admin role, those permissions only apply when they are assigned to a specific Team.

Agent

Agents represent the frontline users of the platform.

Agents can view their own evaluations, coaching sessions, and assigned trainings. They cannot view other users’ results or organizational data.

Creating New Roles and Assigning Permissions

Managing Existing Roles

Each standard role in FiveLumens has a defined set of permissions. The roles of Global Admin, Group Admin, Team Leader, Team Admin, and Agent include specific permissions that determine what users can view and manage across the platform.

Permissions for each role are displayed in a table format within the Roles and Permissions area. Each permission has one of four possible statuses:

• Yes, can’t change: The permission is enabled and cannot be modified.
• Yes, can change: The permission is enabled by default but can be turned off.
• No, can’t change: The permission is disabled and cannot be modified.
• No, can change: The permission is disabled by default but can be turned on.

These statuses help maintain a clear balance between flexibility and control. If a permission can be changed, any updates you make must be saved before they take effect.

Creating a New Role

1. Go to Organization in the left navigation menu.
2. Select Roles.
3. Click + Add Role button.
4. Enter a name and description for the new role. Also, select the modules you want the user to see.
5. All new roles are set at the group level and not the team level. The only roles set at the team level are the standard roles of team leader and team admin.
6. Click Create.

After creating the role, the new role will appear in the list of available roles.

Assigning Permissions

When assigning permissions to a role, simply check the boxes for the permissions you want that role to include. These selections define what users with that role can access and manage within the platform.

Keep in mind that permissions are tied to the role, but Group access is controlled separately at the user level. This means a role defines what someone can do, while their assigned Group determines where they can do it.

After selecting or changing permissions, always click Save Role for your updates to take effect.

After saving, the new role will appear in the list of available roles.

Editing Custom Roles

You can edit the name, description, and modules for any custom role, but standard roles are not editable.

To edit a role:

1. Click the pencil icon next to the role title.
2. A modal will open where you can update the role’s name, description, or permissions.
3. Click Save Role to confirm your changes.

Deleting Roles

To delete a custom role:

1. Click the pencil icon next to the role title.
2. In the modal, select Delete to remove the role.

Note that standard roles cannot be deleted or modified.

Using Roles and Permissions helps ensure the right users have the right level of access across your organization. By defining clear roles, setting permissions appropriately, and aligning Group assignments, you maintain security, consistency, and accountability throughout your FiveLumens account. This structure supports effective collaboration while protecting sensitive data and administrative settings.