Live Data 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
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
Webchat
- Viewing live chat queues

Data management

Statistics and reports overview
Call-data statistics
Viewing queue KPIs
Reports
Contact Reports
Wallboards
Live Data

System management

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

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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

End User License Agreement