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Supervisor Knowledge Base

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
  • Listening in on or intercepting calls
  • Recording an agent’s 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 queues
    • Responding to my emails
    • Transferring email(s) to a different email queue
    • Reallocating emails
    • Reviewing 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 Report
      • Edit Data Reports
      • Auto-generate Data Reports
    • Contact Reports
      • Create and Export Contact Reports
      • Edit Contact Reports
      • Auto-generate Contact Reports
  • Wallboards
    • Wallboards overview
    • Viewing wallboards
    • Managing wallboards
    • Customising a wallboard
  • Live Data
    • Viewing live data
    • Viewing an agent’s inbox
    • Changing the call queue availability of an agent
    • Changing the channel and/or queue availability of an agent
    • Changing the status of an agent
    • Transferring an agent’s emails to a different agent
    • Transferring an agent’s emails back to the queue

System management

  • Configuring agents’ unavailability
  • Configuring what agents can view on their web portal
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  • Data management
  • Reports
  • Contact Reports
  • Edit Contact Reports
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Edit Contact Reports

Once a Contact Report has been created Administrators and Supervisors will be able to load the report and edit it as required. This is useful if you want to generate the same report but with different dates without having to input the other settings again.

Edit a Contact Report #

See Create and export Contact Reports for help creating Contact Reports.

  1. Click Data → Contact Reports
  2. Click the relevant report
  3. Update the information as required, the optional changes are:
    • Update the survey name
    • Update the description
    • Change the time range
    • Select the filters to apply
    • Select the Columns to include in the report
  4. Either Export or Save the report

The updated report will be exported or saved.

Remove a Report #

  1. Click Data → Contact Reports on the menu bar
  2. Click the relevant report
  3. Click Delete
  4. Click Yes to confirm

The report will be deleted.

How did you find this training?
Create and Export Contact Reports
Table of Contents
  • Edit a Contact Report
  • Remove a Report

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