Intermedia Contact Centre Integration

In this guide we will cover: – What is the Intermedia Contact Centre Integration? – Obtain Connection Details – Create Webhook in Intermedia – Enable Intermedia for each Agent – Integration settings – User Matching – Tracking Calls What is the Intermedia Contact Centre Integration? The Intermedia Contact Centre Integration allows you to manage and […]

Customising Ticket Views in Halo

In this guide we will cover: – An Overview of Viewing Tickets – Levels of Filtering and Customising the Ticket View  An Overview of Viewing Tickets There are various customisation options in Halo to organise where different tickets show and how agents can view them. Allowing you to configure your service desk to be optimal […]

Call Scripts

In this guide we will cover: – What are Call Scripts? – Creating a Call Script – Question Types – Choosing and Following a Call Script Admin Guides: Call Scripts Related Guides: Call Management What are Call Scripts? Call scripts are a series of questions used to guide agents through a dialogue when on call […]

Maintenance Windows

In this guide we will cover: – What are Maintenance Windows  – Enabling Maintenance Windows  – Environments  – Calendar view  Related guides:  Change Management  What are Maintenance Windows Maintenance Windows are a scheduled 'Window' of time for changes and updates to occur without causing as great of an impact.  Note: This feature is dependent on […]

Major Incident Management

In this guide we will cover: – What is a Major Incident? – Identifying a Major Incident – Logging a Major Incident Ticket – Actioning the Major Incident Ticket – Resolving and Closing the Major Incident What is a Major Incident? A Major Incident is effectively an Incident that is a very high priority issue, […]

Operations Assistant for Agents & Team Leaders

In this guide we will cover: – Chat Profiles for Agents – Agent App Virtual Agents – Virtual Analyst Use – Default Agent App Virtual Agents – Chat Improvements Chat Profiles for Agents Chat Profiles are available within the Agent Application, which allows the Virtual Agent feature to be utilised by Agents for quick actions […]

Redacting Card and Social Security Numbers (SSN)

In this guide we will cover: – Redacting Card Numbers – Redacting Social Security Numbers – Context Aware Redaction Rules Card numbers and Social Security Numbers (SSN) can be redacted from new tickets or actions, either partially or wholly.  Redacting Card Numbers In Configuration > Users > General Settings > Data Compliance Settings, a dropdown […]

Ticket Sources

In this guide we will cover: – What is a Ticket Source? – Adding to Columns and Lists – Ticket Rule Criteria – Setting Source by Actions – Notifications – Excluding/Ordering Ticket Sources What is a Ticket Source? Ticket source is a field that is automatically set to display where a ticket has been created […]

Redact Sensitive Audit Logs on a Ticket

In this guide we will cover: – Enabling the Audit Log Tab – Redacting Sensitive Information from Logs Audit logs can be redacted from view, allowing sensitive information such as password or HR fields to be hidden from audit logs and reports. Enabling the Audit Log Tab The auditing tab can be enabled per ticket […]

Chat Web Searching with Virtual Agents

In this guide we will cover: – Creating a Custom Virtual Agent – Configuring a Chat Profile – Configuring the Runbook – Using the Chat Related Guides: Chat Bot and Chat Profiles Virtual Agents in the Chat Bot Virtual agents can be integrated with the chat functionality to allow AI-responses to agent or user questions. […]