Organisation, Teams and Departments
9 guides
Configuring Agent Roles
Departments
Departments and Teams
The article provides a step-by-step guide for creating departments and teams in Halo software. It begins by accessing the Organisation settings, followed by selecting the 'Departments' tab to create a new department, such as 'IT' for agents. Teams, like 'Second Line Support', are added within departments, with configuration options for ticket access and workflow. It highlights aspects like load balancing for ticket distribution and using message groups for email templates. Finally, it suggests checking the organisational chart to ensure proper structure before adding agents.
Holiday Management
This guide outlines the process of managing holidays within an organization using the Halo system. It details how to set holiday allowances, book holidays, and manage different holiday types. The process involves configuring holiday allowances per agent, using the calendar to book holidays, and ensuring the appropriate approval flow is set up via the timesheet manager. The guide also explains the approval process for holidays and how allowances can be adjusted according to holiday types. It includes necessary permissions and configurations to facilitate this procedure.
Multi-Tenancy
The article provides a comprehensive guide on setting up and managing Multi-Tenancy in Halo. It covers the benefits of having multiple organizations within a single Halo instance, like customized portal branding, message group overrides, and agent restrictions, which allow for improved organization and performance. Users can create new organizations, assign departments and agents, and manage organization-specific settings. Customizable features such as message group overrides, portal branding, and FAQ restrictions enhance the flexibility of Multi-Tenancy, catering to diverse organizational needs in managing support services efficiently.
Organisations
Organising Teams of Agents
Start to Finish: Organisation Structure
Teams
The article provides a guide on configuring Teams in a system, detailing steps for adding core details like name and email, assigning agents, and setting roles such as Team Leader. It addresses account activation and deactivation, viewing permissions, and auto-assignment exclusion. A section outlines how to display departmental information in team dropdowns, enhancing organization visibility. This setup facilitates better management and operational efficiency within larger organizations.