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Horizon Contact Supervisor Help
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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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  • Staff management
  • Resetting the queue availability of an agent
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Resetting the queue availability of an agent

You can make an agent available or unavailable to handle items for all queues to which they are assigned (reset their availability to active or inactive for all queues).

Activating all queues for an agent is useful if the item-handling availability for this agent has been disabled for several of their assigned queues and you need to increase their queue-availability to accomodate incoming traffic flow. Deactivating all queues for an agent might be useful if you want to change an agent to only service a single queue for training purposes, so you can easily take them off all queues at once and then activate a single queue.

Note: Resetting the queue availability overrides any queue-availability settings that the agent may have chosen for themselves.

Company supervisors must have the Supervisor Agent Control privilege to reset the queue availability of an agent.

Company supervisors must also have the Agent Queue Selection privilege enabled to view and change the queue availability of an agent.

To reset the queue-availability for a particular agent:

Procedure #

Step 1:
On the home page, click View Supervisor Portal
Click Data > Live Data on the menu bar.

Under Agents, all agents that you monitor are displayed.

Step 2:
To collapse the Agents section, click:

Step 3:
To expand the Agents section, click:

Step 4:
To make the agent available to handle items for all queues to which they are assigned, click:

Step 5:
To make the agent unavailable to handle items for all queues to which they are assigned, click:

Parent topic: Staff management

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