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.