Access Control
In this guide we will cover: – What is Access Control? – Setting Access Control – How Access is Shown – Reassigning Access Control (v2.180.1+) What is Access Control? Access control is a method of administrator agents allowing non-administrator agents the ability to view, or view and edit, areas within the configuration. This allows agents […]
Creating Agents and Editing Agent Details
Instructions on modifying Agents Related Articles: Departments, Teams and Roles Permissions Areas To create a new agent manually, head to Configuration > Teams and Agents > Agents and press "New". Alternatively you can allow agents to create their own accounts using the Invite button and filling in the popup. When creating your […]
Agent Work Hours
In this guide we will cover: – What are workdays/work hours used for? – Configuring Workdays – Assigning Work hours What are workdays/work hours used for? Workdays/work hours in Halo are used for service level agreement tracking and agent time tracking. Workdays and working hours are assigned to SLAs to determine if the SLA timer […]
Agent Statuses
In this guide we will cover: – Making Agent Statuses – Changing Agent Statuses Manually – Changing Agent Statuses Automatically – Logging Changes – Mentioning Agents – Re-Assigning to Agents – Status for Live Chat – Agent Idle Timeout Admin Guides: Statuses Related Guides: Agents Appointments Chat Bot and Chat Profiles Distributing Tickets in Halo […]
Concurrent Licensing and Agent App Session Improvements
In this guide we will cover: – Force logout button – Agent idle timeout Option – Improved Licence usage information – Concurrent licence usage limits per Team and Department – Concurrent agent online count logging Force logout button An option has been added to the agent profile screen that allows administrators to kick another agent […]
Client Custom Field Agent Restrictions
In this lesson we will cover: – Restricting Agents from Modifying Client Custom Fields Restricting Agents from Modifying Client Custom Fields Agents can be restricted on whether they can modify specific client level custom fields. These can be set at the Role or Agent level in the Permissions tab: Fig 1. Organisation Custom Field Restrictions […]
The Activity Feed
Using and viewing the activity feed. Related Articles: The Home Screen Actions Agent settings The activity feed can be a useful management tool, as it gives easy visibilty of actions you have other agents have performed recently. The feed can be accessed from the home screen below your desired graph or from the navigation button […]
Configuring Agent Roles
Setting up a new role for your agents. Related Articles: Agent Permissions Settings In the configuration head to Teams and Agents, click into roles to see all of the available roles for your Agents. Roles for your Agents As your agent numbers grow you will find more use for the roles within Halo. These can […]
Agent Permission Settings
How to configure agent permission settings in Halo. Related Articles: Agent Settings Configuring Agent Roles Agent permissions can be used to control how your agents use the system and which areas they have access to. For a comprehensive list of agent settings and descriptions head to this admin guide: Agents Settings with Descriptions Permissions Overview […]
