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Supervisor Knowledge Base
Release Notes
Supervisor Knowledge Base

Supervisor Portal and Setup

  • Supervisor Portal Overview
  • What I can see on my screen after I log in
  • Horizon Contact- Quick Setup Guide
  • Troubleshooting

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

  • Call-data statistics
  • Viewing queue KPIs
  • Reports
    • Introduction to Reports
    • Data Reports
      • Create and Export a Data Report
      • Edit Data Reports
      • Auto-generate Data Reports
    • Contact Reports
      • Create and Export Contact Reports
      • Edit Contact Reports
      • Auto-generate Contact Reports
  • Wallboards
    • Wallboards overview
    • 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
  • Contact Method
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Contact Method

The status bar at the top of your screen shows the contact method by which you will receive calls (as specified at login) and any associated phone number.

IconContact Method
On your default workplace number, on another number, or on an extension.
Using your web browser.
On your work from home number.
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End User License Agreement