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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
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  • Email and Webchat management
  • Email
  • Reallocating emails
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Reallocating emails

If you are configured to do so by your company administrator, you can reallocate emails to email queues, to different agents or to yourself.

Note: If you reallocate an email, the email is removed from the owning agent’s inbox.

Click play to watch a video overview on managing emails.

Click Email > Email Handling.

To reallocate an email:

Procedure #

Step 1:
Select the Allocated tab.
A list of queued emails that are currently allocated to agents is displayed. This includes both assigned and active emails.

Step 2:
Select the appropriate email in the list.

Step 3:
To reallocate the email to a queue and remove it from the list:

a. Click Place On Queue.

b. Select one of the following:

  • Original queue
  • Other queue

Step 4:
To reallocate the email to another agent, click Assign To Agent and select another agent who you supervise.

Step 5:
To reallocate the email to yourself, click Take.

If you are not currently working on an email, the email that you have just taken becomes your active email and its details and content are displayed in the Current Email box. However, if you are already working on an email, the email you have just taken becomes assigned to you (is listed in your My Emails inbox), ready for you to select and handle when appropriate.

Note: You can take allocated emails, even if emails are already in your inbox (assigned to you).

Parent topic: Email management

Related reference
Allocated tab
Current Email

How did you find this training?
Transferring email(s) to a different email queueReviewing draft email responses
Table of Contents
  • Procedure

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