Hi, how can we help? Search Supervisor Portal and Setup Horizon Contact- Quick Setup Guide Portal overview What I can see on my screen after I log in Calls management Viewing live call queues Recording a call Recording an agent’s call Listening in on or intercepting calls Viewing alerts Staff management Viewing live agents Viewing agent KPIs Forcing an agent to log out Resetting the queue availability of an agent 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 Viewing wallboards Managing wallboards Customising a wallboard Call-data statistics Viewing call reports System management Configuring what agents can view on their web portal Configuring agents’ unavailability 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 Horizon Contact- Quick Setup Guide Portal overview What I can see on my screen after I log in
Calls management Viewing live call queues Recording a call Recording an agent’s call Listening in on or intercepting calls Viewing alerts
Staff management Viewing live agents Viewing agent KPIs Forcing an agent to log out Resetting the queue availability of an agent
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 Viewing wallboards Managing wallboards Customising a wallboard Call-data statistics Viewing call reports
System management Configuring what agents can view on their web portal Configuring agents’ unavailability
