<div><div><style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p id="isPasted"><span style="font-size: 11pt;"><strong>- Force logout button</strong></span></p><p><span style="font-size: 11pt;"><strong>- Agent idle timeout Option</strong></span></p><p><span style="font-size: 11pt;"><strong>- Improved Licence usage information</strong></span></p><p><span style="font-size: 11pt;"><strong>- Concurrent licence usage limits per Team and Department</strong></span></p><p><strong><span style="font-size: 11pt;">- Concurrent agent online count logging</span></strong></p><p><br></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Force logout button</strong></span></p><p><span style="font-size: 11pt;">An option has been added to the agent profile screen that allows administrators to kick another agent out of the agent app. This can take up to a minute to execute.</span></p><p><br></p><p><span style="font-size: 11pt;">The agent will receive a message that their session has been terminated by the administrator and then their session will be logged out. These events are recorded in the Audit table (viewed using reporting suite).</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiMzNjMDAzLWY2ZjEtNGQzMy04YzI3LTVhOTk1NWY4OGMxNCJ9.d0eAd4n70HOophvD189JW_v5MxfCrcMtqbCIEUoabIs" class="fr-fic fr-fil fr-dib" width="405" style="width: 405px; height: 179.569px;" height="179.569"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. Request logout button against agent profile</strong><strong><br></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Agent idle timeout Option</strong></span></p><p><span style="font-size: 11pt;">A new setting has been added to Advanced Settings - "Agent idle timeout (minutes)".</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxNTVlZWYxLTg1OTUtNDEyNS05NDdmLWQ5YjRkYzI4NzQ1MCJ9.FrQEsunlrAt25eh-4exn-jKCkb1ZpUo1WsnwzTWTYZ0" class="fr-fic fr-fil fr-dib" width="316" height="192"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. Agent idle timeout setting</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">If this is set, if an agent has no mouse movement or keyboard input across all of all sessions they have on the agent app, a logout request will be sent and they'll be logged out of the app, freeing up a licence. This setting also gives you the flexibility to apply idle timeouts to agents on both concurrent and/or named licences. </span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Idle Timeout Warning</strong></span></p><p><span style="font-size: 11pt;">You can set a warning message to show to agents after they are idle for a set amount of minutes, to warn them they may be logged out soon.</span></p><p><br></p><p><span style="font-size: 11pt;">This is set under Configuration > Advanced settings > "Agent idle time warning (minutes)". </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzMmIwYTBkLTIxNTQtNGIzMi1iNDI2LTY0ZGY1YmU4YjhiNSJ9.ayw2YYEM_2q2pouaxX-ZIi0sUH2N1CUvw6Wa-qvDJ7M" class="fr-fic fr-fil fr-dib" width="481" style="width: 483px; height: 385.471px;" height="385"></p><p><strong>Fig 3. Agent idle time warning (minutes)</strong></p><p><br></p><p><span style="font-size: 11pt;">Once this is set agents will receive a warning pop up when they are idle for the set number of minutes. The minimum number of minutes agents can receive a warning in is 3. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Improved Licence usage information</strong></span></p><p><span style="font-size: 11pt;">More information will now be shown about licence usage in the Agent list in Configuration.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcwOGY2ODUzLWI5Y2ItNDViMy1hZDNmLWViMGNkNmZiODYxZSJ9.RjBkHBE6A1erYrX-ab6ltp-dY-QSnryON9cHKcWBprI" class="fr-fic fr-fil fr-dib" width="1051" style="width: 1053px; height: 130.344px;" height="130"></span></p><p><span style="font-size: 10pt;"><strong>Fig 4. Licence information in agent list</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Concurrent licence usage limits per Team and Department</strong></span></p><p><span style="font-size: 11pt;">Teams and Departments can now be given a maximum number concurrent licences that they can use at once. This allows you to distribute your concurrent licences to different teams and departments.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This can be set on the Team configuration screen and Department configuration screen - "Concurrent Licences" field.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmMTEzMTQ4LWI4MGUtNDE5MC04MmQ5LWZkYjhiZDMxNWZiNyJ9.0SkNw-WlratiwtTaElHDWd6dQbpHei7gAAZt9DTFJfk" class="fr-fic fr-fil fr-dib" width="886" height="672"></span></p><p><br></p><span style="font-size: 10pt;"><p><strong>Fig 5. Concurrent Licences field against department</strong></p><p><br></p></span><p><span style="font-size: 11pt;">If set against a team, this is based on the Agents default team. e.g. if a "Support" team had 10 concurrent licences, only 10 agents with their default team as Support will be able to log in at once.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Login attempts for concurrent agents that are rejected due to exceeding concurrent licence counts are also now logged to the PortalLog table (reporting suite), along with which concurrent licence check failed (global, team or department).</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Concurrent agent online count logging</strong></span></p><p><span style="font-size: 11pt;">The setting "Record concurrent licence usage data" in Advanced Settings will add a row to the OnlineStatusSnapshot table (reporting suite) once per hour.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This will show how many Agents were online at a specific point in time, and how many concurrent licence agents were online.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIxMjdjOGQ5LWY3M2YtNGQ0Ni05ZjJiLTc2YTFhY2JiNTA2YiJ9.U3O7y84GXolCZ9Ad70AgdR4unLu6DPYYHbvfU1T1B14" class="fr-fic fr-fil fr-dib" width="648" style="width: 648px; height: 79.513px;" height="79.513"></span></p><p><span style="font-size: 10pt;"><strong>Fig 6. Record concurrent licence usage data setting</strong><strong><br></strong></span></p><p><br></p></div></div>
