Skip to content
  • Data Management
  • Feedback
  • Homepage
  • University Clearing
  • Staff Management
  • Calls Management
  • Getting Started
  • Classic Home
  • End User License Agreement
  • Administrator Knowledge Base
  • Supervisor Knowledge Base
  • Agent Knowledge Base
Horizon Contact Supervisor Help
Release Notes
Horizon Contact Supervisor Help

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
  • Home
  • Docs
  • Add widget page
View Categories

Add widget page

This page allows company administrators or supervisors to define a wallboard that displays key performance statistics for the system, providing a constantly updated snapshot of the events occurring on the system, for a simple, at-a-glance performance check.

Widget source
The service number or queue for which statistics are displayed.

Group
How the statistics are grouped.

Widget
The specific key-performance statistics to display.

Widget Type
The format in which statistics are displayed.

Statistics can be displayed in the following formats:

WidgetDescription
Bar graph
Line graph
Number
Pie chart
Table

Related concepts
Statistics and reports overview

Related tasks
Managing wallboards
Customising a wallboard

How did you find this training?

End User License Agreement