Organisational Chart

Configuration > Organisations > Select Organisation The organisational chart is a means of visually representing your organisation as a tree view. Each organisation (blue box) can be composed of multiple departments (green boxes) – agents can be members of these departments, primarily used for ticket visibility/modification. Each department can be composed of multiple teams (yellow […]

Call Scripts

Configuration > Tickets > Call Scripts Configuration > Call Management > Call Scripts Related Guides: Call Scripts Details Field Type Description Test Script Button (Action Button Top Right) This button will run you through your configured Call Script and produce the final summary of any information answered, along with a heading to describe the question asked. […]

Statuses

Configuration > Tickets > Statuses Configuration > Sales > Statuses Related Guides: Statuses Table View Field Type Description Name Header This is the name of the Ticket Status, and will be how it is displayed in lists. Sequence Header This is the sequence value of the Ticket Status, and will dictate where it appears in […]

Services

Configuration > Services Related Guides: Service Catalogue Raising a Service Request Start to Finish: Service Requests Field Type Description Label for the Service Catalogue area Text Enter the label you would like to be used for the Service Catalogue module. This will only take affect once you log out and back in. Show Service Status […]

Roles

Configuration > Teams & Agents > Roles Related Guides: Roles Details Field Type Description Role Name Free Text Name of the Role. Agents that have this Role Multi-Select The list of agents who have this role. Cost Integer Here you can set the cost of agents who have this role. This field is only used […]

Email Rules

Configuration > Email > Email Rules Related Guides: Email Rules Details Field Type Description Email Rule Name Free Text The name of the Email Rule, as it appears in lists. Email Rule Type Single Select Dictates the behaviour of the outcome of this rule: Ignore Email – Any incoming email that matches the specified criteria […]

Tickets General Settings

Configuration > Tickets > General Settings Related Guides: Distributing Tickets (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching) Ticket Groups Configuring Additional Agents New Ticket Settings Field Type Description Default Ticket Type for New Tickets Single Select Global default ticket type. When clicking 'new ticket' from within a ticket area (or not setting a ticket type […]

SLA Overrides

In this guide we will cover: – SLA Hierarchy – Setting Locations – SLAs on Automated and Scheduled Tickets SLA's can be used in Halo to track the response and resolution times of tickets. SLAs can be defaulted in various places to have the SLA of a ticket change dynamically based on properties of the […]

Country/Region Codes

Configuration > Users > Country/Region Codes Details Field Type Description Name Free Text This is the name that will appear for this Country Code when viewed in lists / details. Alpha-2 Code Free Text  This is the (usually) 2-character code used to represent the Country when the Alpha-2 Code is specified. This can actually be […]

Sales Views

Configuration > Sales > Views Field Type Description Default View Single Select The selection made here will dictate the default View that any Agents viewing the Opportunities screen will use. This can be overridden on a per-Agent or per-Team basis.  Default List Single Select Should "My Lists" be chosen as the Default View, then the […]