Omnichannel roles have their respective permissions which help you maintain access control. You can assign these roles to your workspace users according to their responsibilities.
The primary users of Omnichannel are:
Workspace admins
Livechat Manager: Managers can manage agents and all other Omnichannel features.Livechat Agents: Agents handle inquiries and support requests through Omnichannel.livechat-monitor: Monitors can view and monitor livechat interactions and analytics.
To learn how to add users in your workspace, see Invite and Add Users.
To learn more about Rocket.Chat roles, see Roles in Rocket.Chat.
Let’s learn how to manage users with these roles.
Omnichannel managers
Omnichannel managers are responsible for managing Omnichannel conversations. They can monitor and see analytics of Omnichannel activities. To access this menu, go to Administration > Omnichannel > Managers.
View managers
On the Managers screen, a list of all the existing managers is displayed with details and can be paginated if there are many managers.
Add a new manager
To add a user as an Omnichannel manager,
Search or select the user from the Username field.
Click Add manager.
This automatically assigns the Livechat Manager role to that user, who can now view and monitor the analytics of Omnichannel agents and activities.
Remove manager
To remove or revoke the Omnichannel manager access from a user, click the delete icon .png)
on the right of the user on the Omnichannel Managers list. This will remove the Livechat Manager role from that user, and they won't be able to monitor, view analytics, or see the Omnichannel menu.
Omnichannel agents
Omnichannel Agents are responsible for handling Omnichannel conversations. An agent can belong to a particular department and gets notified when a new conversation gets initiated if they are available.
To access this menu, go to Administration > Omnichannel > Agents.
Add agent
To add a user as an Omnichannel agent,
Search or select the user from the Username field.
Click Add agent.
This automatically assigns the Livechat Agent role to that user.
View agents
On the Omnichannel agent menu, a list of all the existing agents is available with their details and can be paginated if you have many agents. An agent's status can be seen on the Livechat Status tab showing whether they are available or not.
Edit agent
From the Omnichannel agent list, click on the agent and click Edit from the sidebar. You can edit the following details of an agent:
Select the Departments from the drop-down menu to assign to the agent.
Change the Status of the agent.
Enter the Max. number of simultaneous chats that the agent can attend. This is the agent-level limit of chats that the specific agent can handle simultaneously.
If you have set a value for the Max. number of simultaneous chats field at the global level, the agent-level value takes precedence over the global limit.
If you have set a value for the Max. number of simultaneous chats field for departments, the agent-level limit, and then the global limit (if set) take precedence.
The order of priority is agent-level limit > global limit > department limit.
Note that these fields are optional, and if no value is set, there is no limit to the number of chats an agent can attend when they are available.
Once you are done with the changes, click Save.
Remove agent
To remove a user from the agents' list, click on the delete icon .png)
on the right against the agent. This removes the Livechat Agent role from that user.
Omnichannel monitors 
Monitors in Omnichannel are users who can monitor Omnichannel activities and have access to Current Chats, Analytics, Real-time Monitoring, Agents, Departments, Business Hours, and Canned Responses.
A monitor is only able to view analytics or activities of a department if they are assigned to a unit.
To access Omnichannel Monitors, go to Administration > Omnichannel > Monitors.
View monitors
On the Monitors page, a list of all the users with livechat-monitor role is displayed. From here, you can add new monitors or delete existing monitors.
Add a new monitor
To add a new monitor(s), enter the person's username in the username field and click Add monitor. This automatically assigns that user the livechat-monitor role.
Delete monitor
To delete an Omnichannel monitor, click the delete icon .png)
on the right side of the user. This removes the livechat-monitor role from that user.
You can also create custom roles if you need further options (only available in the Enterprise plan).
Next steps
Once your Omnichannel users are ready, you can take any of the following actions:
Assign the users to departments and units. Create these if you haven’t done so.
Define business hours and assign them to departments.