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 Omnichannel Monitors, go to Administration > 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.
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-monitorrole.
To delete an Omnichannel Monitor,
- Click the Delete icon on the right across the user. This will remove the
livechat-monitorrole from that user.