If you are trying to setup a new call center and a related catalog, if the catalog doesn’t display a hierarchy the likely you have missed setting up the retail store product attributes. There is a parameter in the attributes called category hierarchy that you will need to assign.
Here is a quick overview.
AX2012 R3 CU10.
Just as a reminder you won’t be able to setup the store product attributes unless you have associated the channel to an organization hierarchy. See this post.