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units-managers-guide.md

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Units Manager's Guide

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 Avatar Menu > Omnichannel > Units.

Omnichannel Units page

1. 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.

2. Create Omnichannel Unit

To create a new unit,

  • Click on +New
  • A page opens up with details to be filled
    • 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.
    • Hit Save.

3. Delete Omnichannel Unit

To delete a unit, click the Delete icon by the right of the unit from the Units main page