Agents

Configuration > Teams & Agents > Agents Related Guides: Agents Top Bar Field Type Description Edit / Save Button Enables edit mode, and saves changes made. Resend email confirmation Button Sends another email to the Agent's email address for them to verify their account with. Change Profile Picture Button Presents a menu for uploading a […]

Holiday Management

Configuration > Teams & Agents > Holiday Management Related Guides: Holiday Management General Settings Field Type Description Agent Status to set when an Agent is on Holiday Single Select Agents will be set to this Status when they are marked as being on Holiday i.e. when they create an 'Appointment' of Event Type 'Holiday' and […]

Roles

Configuration > Teams & Agents > Roles Related Guides: Roles Details Field Type Description Role Name Free Text Name of the Role. Agents that have this Role Multi-Select The list of agents who have this role. Cost Integer Here you can set the cost of agents who have this role. This field is only used […]

Qualification Matching

Configuration > Teams & Agents > Qualification Matching Related Guides: Distributing Tickets in Halo (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching) Details Field Type Description Qualification Name Free Text The name of the Qualification. Weighting Integer The weighting of the Qualification determines the position of the Agent in the assignable list, should a certain […]

Workdays

Configuration > Teams & Agents > Workdays Configuration > Service Level Agreements > Workdays Related Guides: Workdays Details Field Type Description Workday Name Free Text The name of the Workday to display in lists and views. Summary Rich Text A brief description of the Workday to explain it to other Agents. The working hours are […]

Statuses

Configuration > Teams & Agents > Statuses Related Guides: Agent Statuses Details Field Type Description Status Name Free Text The name of the Status Sequence in lists Integer Determines where the Status will appear in lists; a higher Sequence will result in the Status being lower in the list. Statuses with the same Sequence will […]

Teams

Configuration > Teams & Agents > Teams Related Guides: Teams Details Field Type Description Team Name Free Text Name of team. Department Single Select The department that this team is a member of. Team Leader(s) (Read-Only from Details Tab) Lists the Agents that have been marked as Team Leaders for the given Team. Team leaders […]