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 […]
Holiday Management
In this guide we will cover: – Setting Holiday Allowance – Booking Holidays – Holiday Types – Approving Holidays Associated Admin Guide Holiday Management Setting Holiday Allowance Your Agents' holidays can be managed within Halo, allowing you to establish a 'holiday allowance' per Agent & incorporate approvals for holiday requests. Within Configuration>Teams & Agents, you […]
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 […]
Organisation Basics
How to configure your basic organisation features within Halo. To setup your organisation, you must go to the configuration console and select the "Organisation" module: You will see the option here to enable multi-tenancy, but to start with we'll just use a single organisation. Click 'Configure My Organisation' to access the details. The first section […]
Organising Teams of Agents
Teams and their use within Halo Related Articles: Ticket Templates Assigning tickets on receipt Column profiles and view customisation Teams and their use within Halo Halo Teams; a way to introduce a division of labour or divide up the specialised knowledge to speed up the solutions to your customers or internal problems. Out of the […]
