CX - Import/Add Segments

Initially there is one segment added to the account. This segment is referred as Main segment. You can rename it as per your convenience.

If you want to add more segments to the system, it can be done through three ways:

1. Through Add Child option

2. Import segments: There are two options available to import the segments.
• Manually Adding Bulk segments
• Importing through Excel file

Through the Add Child option you can only add one segment at a time.

To do so, you need to Login >> CX >> Admin >> Company Structure >> Segments

1. Click Add Child under the Actions column
2. Add the below mentioned details of child segment and click Submit button.
• Segment Name - Mandatory
• Segment Code - Mandatory and needs to be unique
• Location
• Address
• City
• ZIP Code
• State
• Country
• External Reference
• Manager Email Address
3. The new child segment will be added to the list

To add multiple segments at once, click the Import Segments button.

To do so, you need to Login >> CX >> Admin >> Company Structure >> Segments >> Import segments

• Enter the details in the table columns for Manual Bulk Import

• Click on Import segments button to import the data

• Click the ‘Import segments’ button on the Segments page
• Click on ‘Excel Import’ tab to import segments through excel sheet

• Click the ‘Segment - Import Template’ for system to prepare the sample template. Click again on the link to download the template
• Click on ‘Choose file’ button to open file explorer and choose the correct excel file for importing transactions
• Click ‘Import’ button to process the selected excel file

Refer the below example:

McDonald USA: Let’s assume McDonald’s operates in three U.S. states: Boston, Atlanta, and New York. While setting up their segment hierarchy, the following steps need to be taken:

• McD USA, being the headquarters, will serve as the main segment with the segment code S1. This is the default segment created in the user's CX account. You can rename it using the Edit option in the Segments section.
• McD Boston, McD Atlanta, and McD New York needs to be added under the Main segment as their Child segments.
• In the table format, you can enter their details as follows:

• The segment codes for Boston, Atlanta, and New York are assigned as S2, S3, and S4, respectively. You can assign segment codes based on your organization's standards; however, each segment code must be unique.

If McD Boston includes two cities—Canon and Medway—and McD Atlanta includes Dallas and Sunny Side, these city-level segments can be added after Boston and Atlanta have been created.

To do this, click on Import Segment and enter the following details in a tabular format:

The segment codes for the cities are assigned as follows:

• Canon – S5
• Medway – S6
• Dallas – S7
• Sunny Side – S8

Make sure each segment code is unique and aligns with your segment hierarchy.

For Canon and Medway, the parent segment should be set as Boston. Similarly, Dallas and Sunny Side should have Atlanta as their parent segment.

The segment hierarchy will look as follows:

The above example was for a 3-Tier business hierarchy. Through manual bulk import, you can only import one level of segments. Hence, to create the above hierarchy we imported segments twice through manual import.

If you want to import all segment at one time, you can create an Excel file similar to the one shown below and import it.

According to the image, Washington will be imported under McD USA. The segment’s McD Buffalo and McD Albany will be added under McD New York. McD Seattle and McD Olympia will be imported under McD Washington.

The updated hierarchy will look like:

If McD USA opens a new branch in Chicago, you simply click ‘Add Child’ besides McD USA and fill the details as shown below -