monitors-managers-guide.md

Monitors Omnichannel Guide

Monitors in Omnichannel are users that have the ability to monitor Omnichannel activities and have access to Current Chats, Analytics, Real-time Monitoring, Agents, Departments, Business Hours and Canned Responses.

{% hint style="info" %} A monitor is only able to view analytics or activities of a department if they are assigned to a unit. {% endhint %}

To access this setting, go to Avatar Menu > Omnichannel > Monitors.

1. 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.

2. Add New Omnichannel Monitor

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

3. 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.