Profile

Click the profile icon to update:

1. Upload a profile picture
2. Credentials
3. Office information
4. Home information

Favourites

You can mark contacts as favourites so they are quick to access. You can create your own contact groups and populate them with users from the system or add your personal contacts.
 

Adding a contact as a favourite

Search for a name or contact number

Click the 3 dots in the top right of the contact card

Click ‘Mark as favourite’

Adding a new group

1. Click on the Favourite icon
2. Click at the top, on the 3 dots
3. Choose the option ‘New contact group’
4. In the pop-up window, fill in a name for your contact group and click the ‘OK’ button to save it. 

Now you can find your new contact group in the favorite list and in the directory.

You can edit or delete your personal contact group with the 3 dots in the top corner of the group contact card.

Creating a new contact

1. Click on the Favourite icon
2. Click at the top, on the 3 dots
3. Choose the option ‘New Contact’

In the pop-up window, enter the relevant information and click on ‘Save’ and then click the ‘x’ to close the pop-up.

Deleting a contact

Once a contact has been created in the favourites section, it can be deleted by selecting the 3 dots on the contact card and clicking ‘Unmark as favorite’.

Directory

The directory tab is automatically opened when the contact search bar is used. The directory can be used to search for:

Description	Icon
Agents (Icon changes depending on agents state)
External users created by the system administrators or supervisors.
External contacts created by the the system administrators or supervisors.
Agent Groups To see the members of the group, click the ‘Show members’ icon.
Departments To see the members of the group, click the ‘Show members’ icon.
IVR Channel A channel is a phone number that is usually the start of a callflow, like the company main number.

Directory Options & External Contacts

External Contacts

If the setting (outlined below) is configured to exclude external contacts from directory searches, the agent can click the button to include them.

New External Contact

Select the ‘New external contact’ option to create a new external contact manually. The contact form will load.

Merge with another external contact

Within the external contact form, agents can also merge two contacts when needed. If Halo spots duplicate information, it shows those fields in a drop-down so the agent can choose what stays.

Settings

By default, when searching the directory, the results will return any ‘External Contacts’ from the system that have been either uploaded by Halo Supervisors and Administrators or created by the agent personally.

This setting can be switched off by clicking on the 3 dots when in the directory, clicking on ‘Settings’ and un-checking the ‘Include external contacts’ setting.

The settings also include the option to view contacts in a compact view. Two examples are shown below.

Expanded View	Compact View

Chats

One-to-one

Search for an internal user or agent.

Click the 3 dots in the corner of their contact card.

Click 'Chat with user’.

Send Message

When searching for a user, a message can be sent internally or via SMS (if configured), which will display to the user via the bell icon in the lower right corner of the screen.

Once selected, a pop-up box is displayed with the area to compose and send the message.

The user will see the notification in the top right and also the lower right bell icon.

The user has the ability to cancel the message and also reply which will be presented to the original sender in the same manner.

Group chat

1. To create a group chat, click on the chat icon in the menu bar
2. Click ‘+' to create a new group chat.
3. In the pop-out window, enter your group chat subject and toggle the users/agents you want to include.
4. Click ‘Save’
5. Once created, you can click the
   1. pencil icon to edit the group
   2. bin icon to delete the group
   3. downwards arrow to expand the window and start typing

• The Users that are not online, will receive a chat notification as soon as they are logged in to the system.
• At the Chat icon, an number will appear to indicate a new chat has arrived. This is when you don’t have the focus on the Chat feature.
• Sending attachments is supported.
• Be aware there is no delivery notification or read confirmation.
• There is a message visible when the group members have been changed.
• A server configuration can delete chat messages automatically after certain days. This number of days is maintained by the Administrator

 

Voicemail

The voicemail menu icon shows a toaster notification if there are any new messages. Once you click on the icon, the voicemail panel is opened and will show the voicemail as seen below.

Besides the personal voicemail box, there may be group voicemail boxes configured. These voicemail boxes are set up in the Administrator application and you are assigned as a User or an Owner of this group voicemail box.

Depending on agent permissions granted by administrators, you can save, ‘play on phone’ (only applicable if an external telephone is being used) to and delete the message. 

Clicking on the downward arrow shows the media player, allowing the agent to play and pause the message
 

The voicemail contains:

1. The name or telephone number of the caller. Note: Name is only shown if present on the existing users list, external users or external contacts.
2. The name of the voicemail box
3. Date and time of the voicemail

A waveform of the audio. Click the small icon to expand out the waveform.

The below image shows two voicemails, one has been listened to and saved (1) and the other is new (2).

Bookings

Information coming soon…

Contactlog

The list shows your contact log history up to the past 28 days with a maximum of 250 calls. 

Incoming Calls
Outgoing Calls
Missed Calls
Transferred Calls
For Agents , the list also shows routed calls, regardless if these calls have been answered or not by you.

Agents can use this to go back through their contact history and listen & download (if permissions allow) their calls that have associated call recordings, as demonstrated below.

Call Summaries

If call summaries have been configured for your system, these can be viewed in both the Contactlog and also Contact History (see below).

An icon (1) will show that a call summary is available for the call, and a copy button (2) allows the agent to copy the text to the clipboard, ready to place in another system of record. If administrators have enabled the ‘Enable summary modification’ setting for the agent, a pencil icon (3) is shown, allowing the agent to manually adjust and save the summary.

Email

Agents skilled to work on email interactions can use the email menu icon to view emails in the queue (also shown on the left side of the screen). 

You can use the drop-down selection (1) to switch between different email accounts if there is more than one set up.

The status filter (2) can be used to switch between an array of different email statuses, and the date filter (3) can refine the search further.

To compose a new outbound email, click the + button (4).

There is more information on how to handle email interactions in the guide ‘Email Handling’.

Contact History

The contact history shows previous contacts with the searched caller that are registered by the system. This is all contacts across the contact centre, allowing all agents to see which agents had prior contact with an external contact.

To search the contact history, first click on the icon and then type a name, telephone number or email address in the search bar as shown below.

FAQ

The FAQ (Frequently Asked Questions) section allows you to search for information relevant to your organisation. It may include links to webpages or documents and is designed to support you in providing accurate and efficient assistance to callers.

Settings

Agents can use the settings tab to edit audio devices, log in and out of groups (if allowed) and much more. See the article ‘Agent Settings’.

Log Out

Click the ‘Log Out’ button to exit the webclient as shown below.