Hi, how can we help? Search Supervisor Portal and Setup What I can see on my screen after I log in Horizon Contact- Quick Setup Guide Supervisor Portal Overview 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 Statistics and reports overview Call-data statistics Viewing queue KPIs Reports Viewing call reportsLoading or creating a reportScheduling report generation Contact Reports Managing contact reportsGenerating and exporting a contact reportScheduling contact report generation Wallboards Viewing 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 What I can see on my screen after I log in Horizon Contact- Quick Setup Guide Supervisor Portal Overview
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 Statistics and reports overview Call-data statistics Viewing queue KPIs Reports Viewing call reportsLoading or creating a reportScheduling report generation Contact Reports Managing contact reportsGenerating and exporting a contact reportScheduling contact report generation Wallboards Viewing 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
