Hi, how can we help? Search Supervisor Portal and Setup Portal overview What I can see on my screen after I log in Horizon Contact- Quick Setup Guide 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 emailsReviewing draft email responsesReallocating emailsTransferring email(s) to a different email queue Webchat Viewing live chat queues Data management Managing wallboards Customising a wallboard Loading or creating a report Scheduling report generation Managing contact reports 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 Portal overview What I can see on my screen after I log in Horizon Contact- Quick Setup Guide
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 emailsReviewing draft email responsesReallocating emailsTransferring email(s) to a different email queue Webchat Viewing live chat queues
Data management Managing wallboards Customising a wallboard Loading or creating a report Scheduling report generation Managing contact reports
System management Configuring agents’ unavailability Configuring what agents can view on their web portal
