<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>In this guide we will cover:</strong></p><p><strong>- What is Agent Cost tracking?</strong></p><p><strong>- Setting Agent Costs</strong></p><p><strong>- Profitability Reports</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is Agent Cost tracking?</span></strong></p><p>The reporting suite in Halo can be utilised to create profitability reports based on real time data. This allows you to track the profitability of different areas of your business, including the profitability of services involving Agent labour, such as support services. In order to use this functionality effectively, you will need to set the cost for each of your Agents. </p><p><br></p><p><strong><span style="font-size: 14pt;">Setting Agent Costs</span></strong></p><p>Before you can create profitability reports, ensure you have set the 'cost' for each of your Agents. This will determine how much this Agent costs you per hour of work they complete. </p><p><br></p><p>To do this, head to Configuration > Teams and Agents > Agents > select an Agent > see the 'Cost per hour' field. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2N2E2MDYzLTEwYmItNDA2OC1hOTQyLWNlNmJkNjVkN2YyOCJ9.91x83KrOenSU-pmDGXHnLsaw2JOir0CuvUNPd8oIA_4" class="fr-fic fr-fil fr-dib" width="638" style="width: 640px; height: 385.085px;" height="385"></p><p><strong><span style="font-size: 10pt;">Fig 1. Cost per hour</span></strong></p><p><br></p><p>The cost here should be entered in your default currency. </p><p><br></p><p>You can enable the ability to track the historic cost of Agents too. This is useful as it allows you to report on historical data, accounting for changes in the Agent's cost, such as if the Agent has received a pay-rise. </p><p><br></p><p><strong><span style="font-size: 12pt;">Enable Historic Cost Tracking</span></strong></p><p>Head to Configuration > Advanced Settings, here enable 'Enable Agent Cost History Tracking'. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjNGJmYzg5LWZkMWQtNDMxYy05MzM3LTE5ZDEyMWIzMzM2MyJ9.KuizeoPN7pTNcgJ_d3tRK-wZBKfcWcFR_1_fn0yONgQ" class="fr-fic fr-fil fr-dib" width="583" style="width: 585px; height: 362.415px;" height="362"></p><p><strong><span style="font-size: 10pt;">Fig 2. Enable Agent Cost History Tracking</span></strong></p><p><br></p><p>When enabled, the 'Cost per hour' field against each Agent profile will be replaced with an 'Agent Cost Tracking' table, as shown in figure 3. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzOGY3ZWIyLTlhNzktNGVmNi1iZTE4LWQxZWJjMjJlYTVjNSJ9.XSRGaTy5-Uy86TAHjTcin0xZq4gcdBExL7IxV4egRFE" class="fr-fic fr-fil fr-dib" width="1450" style="width: 1452px; height: 647.773px;" height="648"></p><p><strong><span style="font-size: 10pt;">Fig 3. Agent Cost Tracking table</span></strong></p><p><br></p><p>The Agent Cost Tracking table allows you to record the cost of an Agent between a set time period, as well as the currency you would like to record this cost in. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY2MGU5YmY4LWRkNjQtNDZkNS04MjAxLTJkZDAzMDNmOWI1OSJ9.YPHtorap_5HCG12Gx-nZqeouVYFZq38KNLP-5W_57yk" class="fr-fic fr-fil fr-dib" width="616" style="width: 618px; height: 439.916px;" height="440"></p><p><strong><span style="font-size: 10pt;">Fig 4. Adding an Agent cost entry </span></strong></p><p><br></p><p>In the figure 5 example cost records have been added so that between the period 01/04/24-01/04/25 any work this Agent does will have a cost of £20 an hour. From 02/04/25 any work this Agent does will have a cost of £25 an hour. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0ZGRiOWY2LTEzMDItNDQ3Zi04YTI3LTNiMTNkZDA2Mjc1OCJ9.FpnPBqiSey7-u9aOV5Y4N3sS61VkYCuuLRN1iVv77cc" class="fr-fic fr-fil fr-dib" width="1476" style="width: 1478px; height: 665.193px;" height="665"></p><p><strong><span style="font-size: 10pt;">Fig 5. Historical Agent cost records</span></strong></p><p><br></p><p>This means, any profitability reports will take into account this change in the cost of this Agent. Cost (and profitability) will be calculated differently based on the time period you are viewing data for. </p><p><br></p><p><strong><em>Note: If you are recording the cost of an Agent in a different currency to your default currency, this cost will be converted to your default currency (in line with current conversion rates) to calculate the profitability. </em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Profitability Reports</span></strong></p><p>Some profitability reports can be found in our Online Repository, available to all customers out-of-the-box. These can provide a good base to use when creating profitability reports, most reports will need to be adjusted to fit your specifications. For information on using our Online Repository, check out <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2425" id="isPasted" target="_blank" rel="noopener noreferrer">Report Online Repository</a></p><p><br></p><p><br></p><p><br></p>
