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 on +New
  • Update the required information and click Save.
    • Name: The name of the new unit.
    • Visibility: Set its visibility. Private/Public. A private unit will be available only for you.
    • Departments: Add the desired departments to your unit.
    • Monitors: Lets you assign monitors to the unit.

Delete Omnichannel Unit

To delete a unit, click the Delete icon by the right of the unit from the Units screen.