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 […]

Set which Agents can adjust the Billing Time and Recalculation of Billing on Tickets

In this guide we will cover: – How to give agents the permission to edit billable time and recalculate billing on an action Admin Guides: Agents There are two new permissions in Halo to dictate agents ticket and action level billing capabilities. The first option decides whether or not agents can recalculate billing on tickets […]

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 […]

How to Configure Timesheets

In this guide we will cover: – Key Settings – Add Fields to Time Logging screen – Set Warning if Time Taken on Action Exceeds a Set Amount of Time – Setting Target Hours and Holidays – Timesheet Approvals – Incomplete Timesheets Notifications (v2.176.1) Admin Guides: Time Management Related Guides: Timesheet Approvals  Time Tracking Key […]

Roles

In this guide we will cover: – The Use Case of Roles – Details – Preferences – Departments & Teams – Restrictions In The Department & Teams Tab – Permissions – Access Control Admin Guides: Roles Teams Roles are ways for you to apply a set of preferences, permissions and team/department memberships in bulk for […]

Shifts

In this guide we will cover: – What are shifts in Halo and what can they be used for? – How to Create Shifts – Team Shifts – Shift Visibility – Shift Functionality – Importing Shifts from Microsoft Teams – Shift Clock In/Out (v2.208.1+) – Ad-Hoc Shifts (v2.208.1+) Associated Administrator Guide: Time Management What are shifts […]

Setting Up An API Agent

In this guide we will cover: – Setting up an API Agent – Use of an API Agent API agent accounts do not take up licences, are free of charge and are used for accessing the Halo Integrator and API connections.  Setting up an API Agent To set up an API agent account, go to […]

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 […]

Access Control – An Overview

In this guide we will cover: – An overview of access control in Halo   In Halo non-administrator agents can be given access to specific entities in the configuration area, through the use of access control. These include:   Ticket Types Ticket Actions Field Groups Scheduled Tickets Macros Ticket Rules Workflows Custom Objects For example, […]

Adding Agent Signatures

If you'd like to have your own personal agent signature applied to emails, you can do this automatically by following the steps in this guide. (PLEASE NOTE: For email template changes, you may need to ask your HaloCRM administrator).  To add an agent signature to your account, click on your icon in the top righthand corner […]