Admin Mode

In this guide we will cover: – What is Admin Mode?  – How to Configure Admin mode – Using Admin mode – Notify the agent when admin mode is activated on their account What is Admin Mode? Admin mode allows you to restrict administrator accounts so they are not granted admin privileges immediately upon login, […]

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 […]

Departments and Teams

                           In this guide we will cover: – How to create a new Department and Team in Halo Associated Admin Guides Departments Teams Creating a new Department and Team To access Departments & Teams in Halo, the best place to start is your Organisation settings. For this, navigate to Configuration > Organisation and […]

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 […]

Organisations

Details To configure your Organisation go to the Organisation configuration area and click on the Organisation that you want to configure (you can have multiple if using Multitenancy). Multi-tenancy allows you to have multiple organisations within one instance of Halo and as a consequence, multiple sets of departments, you can configure different self service portals […]

Teams

Configuring your Teams To configure your Teams go to the Teams and Agents configuration area and hit Teams. Fig 1. The Teams Module When adding a Team to this list, you will first be presented with the option to add in core details against the team including the name, main email address and any team-specific […]

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, Team/Department Memberships en masse for a […]

Departments

Departments sit one level above teams. Departments can be used to give agents access to all Teams under a department in a fast and efficient way. Generally this is used to ensure they have visibility of all teams under a department. Fig 1. Facilities Department Membership You can set a department as an Agent Department(Agent […]