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Administrator Knowledge Base
Supervisor Knowledge Base
Agent Knowledge Base

Supervisor Portal and Setup

Horizon Contact- Quick Setup Guide
Portal overview
What I can see on my screen after I log in

Calls management

Viewing live call queues
Recording a call
Recording an agent’s call
Listening in on or intercepting calls
Viewing alerts
Viewing the service level
Overflowing queued calls to another agent group

Staff management

Viewing live agents
Viewing agent KPIs
Forcing an agent to log out
Resetting the queue availability of an agent

Email

Viewing live email queues
Responding to my emails
Transferring email(s) to a different email queue
Reallocating emails
Reviewing draft email responses

Data management

Viewing wallboards
Managing wallboards
Customising a wallboard
Call-data statistics
Viewing call reports
Scheduling report generation
Viewing live data
Managing contact reports
Loading or creating a report
Viewing queue KPIs
Changing the call queue availability of an agent
Changing the status of an agent
Changing the channel and/or queue availability of an agent

System management

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

Webchat

Viewing live chat queues

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Supervisor Portal and Setup
Horizon Contact- Quick Setup Guide

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Horizon Contact- Quick Setup Guide

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