Omnichannel Units allow you to logically group multiple departments for centralized management and monitoring. They are primarily used by Livechat Monitors to gain oversight into specific areas of the business.
As an Omnichannel Manager, you can create a unit, assign several departments to it, and designate a monitor to oversee its performance.
To access Units menu, go to Administration > Omnichannel > Units.
Create Omnichannel unit
To create a new unit:
Click the Create Unit button at the top of the Unit page.
Fill in the following unit details:
Name: The name of the new unit.
Visibility: Set its visibility as private or public. A private unit will be available only to you (the creator). The public unit will be available to other managers and monitors as appropriate.
Departments: Add the departments that will be categorized under this unit.
Monitors: Assign monitors who will be responsible for overseeing the unit's departments.
Click Save.
List Omnichannel units
On the Units screen, a list of all the existing units is displayed with details and can be paginated if there are many units.
Delete Omnichannel unit
To delete a unit:
On the Units screen, find the unit you want to remove.
Click the delete icon
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on the right next to the unit.