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 […]

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 […]

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  Admin Guides: Holiday Management Setting Holiday Allowance Your Agents' holidays can be managed within Halo, allowing you to establish a "holiday allowance" per Agent and incorporate approvals for holiday requests. Within Configuration > Teams & Agents, […]

The Activity Feed

In this guide we will cover: – What is the Activity Feed  – Changing the Default Feed – Agent Specific activity What is the Activity Feed  The activity feed can be a useful management tool, as it gives easy visibility of actions you, or other agents have performed recently. The feed can be accessed from […]

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. These can control agent […]

Agent Permission Settings

How to configure agent permission settings. 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 Agent permissions […]

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 Related Articles: Ticket Templates Assigning tickets on receipt Column profiles and view customisation       Teams and their use 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 box […]