Teams & Agents
7 guides
Agents
The knowledge base article titled 'Agents' details configuration options available for managing staff with Halo Licenses. It describes features such as assigning roles, setting permissions, and customizing preferences for agents within a team. It highlights key functionalities including role-based permission inheritance, agent profile management, default settings for views and notifications, and approval processes. Information is given on how agents can engage in activities like purchase order approvals and manage their work hours, holiday allowances, and charge rates. Detailed tables and settings allow personalized configurations for agents including screen layouts, default views, language preferences, and accessibility options.
Holiday Management
Qualification Matching
The article provides a comprehensive guide on Qualification Matching for distributing tickets within the HaloPSA system. It details how qualifications are configured to influence agent assignment based on a ticket's requirements. Key features include weighting, which affects agent listing priority, and mandatory qualifications for ticket assignments. The system allows tickets to be load-balanced if an assigned agent is unqualified. Users can edit, clone, or delete qualifications and set criteria for ticket matching. Additionally, it includes options for setting validity dates for agent qualifications.
Roles
The article explains how 'Roles' function in Halo, providing a way to change agent permissions, team memberships, and notification settings in bulk. It details how these roles affect permissions, costs, and preferences. The resolution includes how to edit, save, clone, and delete roles. It outlines access levels for various functions like tickets, customers, assets, and calendars. It also covers customization options such as creating templates, rules, and custom fields. To update permissions, an agent must log out and back in.
Statuses
Teams
The article provides an overview of Halo's Teams configuration, allowing the grouping of agents into teams to manage their application access. It outlines team settings such as team name, department, team leaders, and contact information. Additionally, it covers ticket assignment options, resource booking, and load balancing. Agent permissions, team templates, and categorizations are also discussed, highlighting customization for team management. This detailed explanation serves as a guide to configuring and optimizing team functionalities within the Halo application.
Workdays