Suppose you are a manager or a monitor and want to oversee multiple departments, you can make a unit of those departments and manage it.

To access Units settings:

Go to Units in the omnichannel panel settings, as shown below:

You can see the list of units.

To create a new Unit:

1. Hit New Unit.

The new unit creation pane will appear.

1. Name your new unit.

2. Set its visibility. Private/Public. A private unit will be available only for you.

3. Add the desired departments to your unit.

4. Assign monitors.

5. Hit Save.

As shown below:

Your newly created unit will appear in the list, as shown below: