Contact Reports Archives - Horizon Contact Supervisor Help

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Supervisor Portal and Setup

What I can see on my screen after I log in
Horizon Contact- Quick Setup Guide
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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

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Email
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- Viewing live chat queues

Data management

Statistics and reports overview
Call-data statistics
Viewing queue KPIs
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System management

Configuring agents’ unavailability
Configuring what agents can view on their web portal

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Contact Reports

Managing contact reports
Generating and exporting a contact report
Scheduling contact report generation

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