Agent Control and Permissions
13 guides
Account Managers
Admin Mode
Admin Mode enhances security for administrator accounts by requiring an additional two-factor authentication to access admin privileges, restricting immediate post-login admin access. Admin Mode can be configured to enforce 2FA for all agents and lets users choose the duration of admin access, typically until the next token refresh or logout. It affects agents granted the 'Is a HaloPSA Administrator' permission. Notifications can be enabled to alert agents when Admin Mode is activated. This guide explains setup, usage, and configuration of Admin Mode to effectively secure and manage administrator privileges.
Agent Access to Services
Agent Cost Tracking and Profitability Reporting
Agent Permission Settings
Agent Statuses
This article guides users on managing agent statuses, covering creation, manual and automatic updates, and logging changes. It explains assigning agents, handling statuses for live chat, and managing idle timeouts. Detailed instructions include configuring statuses in systems, applying status changes to appointments or shifts, and setting up load balancing and round-robin ticket distribution. Alerts can be configured for agent mentions and reassignments. The guide also details how to manage agent availability and live chat settings based on status, as well as configure idle timeout settings.
Agent Work Hours
Automatic Logout Issues
Concurrent Licensing and Agent App Session Improvements
The article introduces new features and improvements for managing concurrent licensing and agent app sessions. Key aspects include a force logout function to remotely log agents off, an idle timeout setting to automatically log out inactive agents, and enhanced license usage information. Teams and departments can now have specific limits on concurrent license usage, and these configurations can be set in team and department screens. The system also logs failed login attempts and concurrent agent online counts, allowing better monitoring and optimization of license allocation and usage.
Configuring Agent Roles
Creating Agents and Editing Agent Details
Restricting Information Access for Agents
This article provides guidelines for implementing advanced agent restrictions in a system by using departments, teams, and roles. It explains how to structure departments and teams for segregating sensitive information. The guide also covers restricting administrator access and reporting capabilities, providing configurations to prevent administrators from overriding set permissions. Additionally, it details how to audit configuration and reporting changes and offers a method to create permissions without granting administrative privileges. The objective is to maintain control over access to sensitive tickets and data through these configurations.
The Activity Feed
The article explains how to use and view the activity feed as a management tool to track recent actions taken by you or other agents. The feed is accessible from the home screen or via the navigation button and can be added as a widget to a dashboard. Users can customize the feed through a drop-down menu or open it in a new window for continuous updates. The default feed type can be set in personal preferences under 'My Account', offering options to view all or specific agent activities.