Start to Finish: Organisation Structure

In this guide we will cover: – Creating Organisation(s) – Creating Departments – Creating and assign Teams – Creating Agents – Creating and assigning Roles Admin Guides: Organisation Details Related Guides: Departments Organisations Roles Teams What is an Organisation? An Organisation represents your business, and stores key details such as the name and address. It […]

Departments and Teams

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

Organisations

In this guide we will cover: – Configuring your Organisation – Departments – Organisational Chart Related Guides: Multi-Tenancy Start to Finish: Organisation Structure Departments and Teams Configuration Settings Guides: Organisation Organisational Chart Departments Settings Details Configuring your Organisation To configure your Organisation go to the Organisation configuration area and click on the "Configure My Organisation" […]

Teams

In this guide we will cover: – Configuring your Teams – Showing Department on the Team Dropdown Configuring your Teams To configure your Teams go to the Teams and Agents configuration area and hit Teams. Fig 1. Teams module. When adding a Team to this list, you will first be presented with the option to […]

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 […]

Multi-Tenancy

In this guide we will cover: – What is Multi-Tenancy in Halo? And what are the benefits? – How to create a new organisation – Using organisation overrides – Setting agent restrictions at organisation level  – Improve performance in your instance What is Multi-Tenancy in Halo and what are the benefits?  Multi-Tenancy in Halo allows […]

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, allowing you to establish a "holiday allowance" per Agent and incorporate approvals for holiday requests. Within Configuration > Teams & Agents, you will […]

Configuring Agent Roles

In this guide we will cover: – What are Agent Roles?  – How to create Roles – Assigning Roles to an Agent  What are Agent Roles? Agent Roles are used to control and bulk assign Agent permissions, membership to Teams and Departments, and notifications which are shared by Agents with the same Role. Agents can […]

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 […]