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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
  • Contact Reports page (Schedule Report tab)
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Contact Reports page (Schedule Report tab)

This page allows a company administrator or supervisor to configure an existing contact report to be generated automatically at a scheduled interval.

Generate Automatically
Whether or not this report will be generated automatically.

Start Date
The first date on which the report should be generated automatically.

Sending Time
How regularly the report should be sent (in hours and minutes).

Generation Interval
How regularly the report should be generated.

Enable SFTP
Whether or not auto-generated reports will be transferred to an external platform via Secure FTP (SFTP).

Username
The username that is required to access the SFTP destination. The user must enter this name (along with their password) to log in to the external platform for the SFTP destination.

Password
The password that the user must type to log in to the external platform for the SFTP destination. This is used in conjunction with the username to authenticate the user login.

IP Address
The IP address of the external platform.

Port
The port on the external platform.

Destination Directory
The destination directory on the external platform to which reports are transferred.

Enable Email
Whether or not auto-generated reports will be sent to an email address.

Email Addresses
The email address(es) to which auto-generated reports should be sent, in the format local-part@domain.

Related tasks
Scheduling contact report generation

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