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.

List Omnichannel 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 new Omnichannel monitor

To add a new monitor(s), enter the person's username in the username field and click Add monitor. This will automatically assign that user the livechat-monitor role.

Delete Omnichannel monitor

To delete an Omnichannel monitor, click the Delete icon on the right across the user. This will remove the livechat-monitor role from that user.