Units

Using Omnichannel units, you can group a set of departments for management purposes. As an Omnichannel manager, you can make a unit of multiple departments and assign a monitor to oversee them.

To access Units settings, go to Administration > Omnichannel > Units.

List Omnichannel units

On the Units page, you see a list of all the existing units and a button to initiate the creation of a new unit. Clicking on an existing unit opens up a page where you can edit it.

Create Omnichannel unit

To create a new unit,

• Click Create unit.

• Enter the following information:

  • Name: The name of the new unit.

  • Visibility: Set its visibility as private or public. A private unit will be available only for you.

  • Departments: Add the desired departments to your unit.

  • Monitors: Assign users who will be monitors to the unit.

• Click Save.

Delete Omnichannel unit

To delete a unit, click the Delete icon on the right of the unit.