Updating the Org Hierarchy in the GOCare Pulse Dashboard

This article explains how to manage the org hierarchy in GOCare Pulse. It covers how to update employee records, maintain reporting relationships, and ensure that survey responses display correctly in the dashboard.

All org hierarchy updates take place in the Org Users tab within the Pulse dashboard. This is accessible after logging in at app.gocare.io and selecting Pulse.

The Org Users tab is typically the last screen in the Pulse interface.

Pulse’s core functionality - drilling into survey results by department, supervisor, or employee - depends entirely on the data in this tab. It enables the dashboard to match survey responses with the correct people and teams.

⚠️ Warning: If the org hierarchy is outdated or misconfigured, survey results may not display in the dashboard even if they were collected.

To manage employees:

1. Navigate to the Org Users tab

2. Use the table interface to:

   • Add new employee records

   • Update fields like department, supervisor, role, or market

   • Delete employees who have left

Each row in the table represents an individual employee.

The Linked IDs field is the most critical part of the org hierarchy. This is how Pulse knows which employee a survey response belongs to.

This field must include:

• The employee’s email address

• Any other system usernames that may trigger a survey

Examples of other identifiers:

• Internal usernames from CDG or Omnia (Any supported BSS)

• Call center usernames from Intermedia or Dialpad

• Other system-specific values tied to survey triggers

💡 Tip: If this field is missing or incorrect, survey responses will still be collected—but will not appear in the dashboard.

If a username or Linked ID is missing and gets added later (weeks or even months after surveys were received), those past survey responses will automatically appear in the dashboard once the link is made.

ℹ️ Info: The system stores all survey results, even if they’re not yet mapped. Adding the correct Linked ID causes them to display instantly.

During onboarding, GOCare loads the org hierarchy once using a spreadsheet provided by the client. This is considered the "initial import." Clients are expected to maintain the org structure themselves from that point forward.

Exceptions may be made on a case-by-case basis.

To ensure Pulse continues to work as expected, we recommend:

• Assigning a point person to maintain this tab regularly

• Updating records whenever employees are added, removed, or reassigned

• Verifying that all survey trigger systems are accounted for in the Linked IDs

💡 Tip: Ask your internal billing or call center teams what usernames are associated with customer interactions. These will often need to be included as Linked IDs.