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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
  • Managing columns
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Managing columns

Columns displayed in the CRM Contact List and any data reports that are generated can be managed through your web interface.

  • To refine the columns that are displayed, select (tick) or deselect (untick) the items to display from the dropdown menu either at the top of the Contact List or under Columns in the Report Tool. By default, all columns are ticked.

    Note: The columns you choose to display persist over your browser session. If you move to a different page on your web interface or log out, your column selections will be saved.
  • To reorder columns in the Contact List or a data report, click the appropriate column heading and move the column to the left or right, as required.

    Note: The column order persists over your browser session. If you move to a different page on your web interface or log out, your column order will be saved.
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