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 Associated Administrator Guide: Time Management What are shifts in Halo and what can they be used for? […]

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 […]

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, […]

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 […]

Agent and User Impersonation

In this guide we will cover: – How to impersonate agents and users in Halo Agent and user impersonation can be enabled in advanced settings: Fig 1. Allow user/agent impersonation This will add a button to the agent and user details screens to allow admins to impersonate them by temporarily logging in as them, allowing […]