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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

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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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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