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 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 Statistics and reports overview Call-data statistics Viewing queue KPIs Reports Viewing call reports Loading or creating a report Scheduling report generation Contact Reports Managing contact reports Generating and exporting a contact report Scheduling contact report generation Wallboards 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
