Hi, how can we help? Search Supervisor Portal and Setup Supervisor Portal Overview What I can see on my screen after I log in Horizon Contact- Quick Setup Guide Troubleshooting Calls management Viewing live call queues Overflowing queued calls to another agent group Viewing the service level Viewing alerts Recording a call Staff management Viewing live agents Resetting the queue availability of an agent Forcing an agent to log out Viewing agent KPIs Email and Webchat management Email Viewing live email queuesResponding to my emailsTransferring email(s) to a different email queueReallocating emailsReviewing draft email responses Webchat Viewing live chat queues Data management Call-data statistics Viewing queue KPIs Reports Introduction to Reports Data Reports Create and Export a Data ReportEdit Data ReportsAuto-generate Data Reports Contact Reports Create and Export Contact ReportsEdit Contact ReportsAuto-generate Contact Reports Wallboards Wallboards overviewViewing wallboardsManaging wallboardsCustomising a wallboard Live Data Viewing live dataViewing an agent’s inboxChanging the call queue availability of an agentChanging the channel and/or queue availability of an agentChanging the status of an agent System management Configuring agents’ unavailability Configuring what agents can view on their web portal How are we doing?We’re always looking for ways to improve our training to make life easier for you. If you have any thoughts, questions or ideas please drop us some feedback and we’ll work our magic!Let us know
Supervisor Portal and Setup Supervisor Portal Overview What I can see on my screen after I log in Horizon Contact- Quick Setup Guide Troubleshooting
Calls management Viewing live call queues Overflowing queued calls to another agent group Viewing the service level Viewing alerts Recording a call
Staff management Viewing live agents Resetting the queue availability of an agent Forcing an agent to log out Viewing agent KPIs
Email and Webchat management Email Viewing live email queuesResponding to my emailsTransferring email(s) to a different email queueReallocating emailsReviewing draft email responses Webchat Viewing live chat queues
Data management Call-data statistics Viewing queue KPIs Reports Introduction to Reports Data Reports Create and Export a Data ReportEdit Data ReportsAuto-generate Data Reports Contact Reports Create and Export Contact ReportsEdit Contact ReportsAuto-generate Contact Reports Wallboards Wallboards overviewViewing wallboardsManaging wallboardsCustomising a wallboard Live Data Viewing live dataViewing an agent’s inboxChanging the call queue availability of an agentChanging the channel and/or queue availability of an agentChanging the status of an agent
System management Configuring agents’ unavailability Configuring what agents can view on their web portal
