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Supervisor Portal and Setup

  • Supervisor Portal Overview
  • What I can see on my screen after I log in
  • Horizon Contact- Quick Setup Guide
  • Troubleshooting

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

  • Call-data statistics
  • Viewing queue KPIs
  • Reports
    • Introduction to Reports
    • Data Reports
      • Create and Export a Data Report
      • Edit Data Reports
      • Auto-generate Data Reports
    • Contact Reports
      • Create and Export Contact Reports
      • Edit Contact Reports
      • Auto-generate Contact Reports
  • Wallboards
    • Wallboards overview
    • 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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  • Data Reports
  • Auto-generate Data Reports
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Auto-generate Data Reports

Once a data report has been created it’s possible to configure the report to be generated automatically at scheduled internals. The report can then be transferred to an external destination via SFTP and/or sent to an email address.

Schedule data report generation: #

To schedule a data report to be automatically generated and shared it first must have been created. For help creating data reports please refer to Create a data report.

Generate Automatically #

  1. Navigate to Data → Reports Configuration
  2. Select the relevant report in the list
  3. Tick the Generate Automatically check box
  4. For Start Date, specify the first date on which the report should be generated automatically by doing one of the following:
    • Enter the date in the format DD/MM/YYYY
    • Click in the field and select the date from a calendar
  5. For Sending Time, specify (in hours and minutes) how regularly the report should be sent
  6. For Generation Interval, specify how regularly the report should be generated
  7. For File Name Format, specify the format of the report filename: <element>_<element>
    • Where <element>_<element> are a list of (up to four) elements used to identify the report to a recipient when a scheduled report is automatically sent out as an email
  8. To transfer auto-generated reports to an external platform via Secure FTP (SFTP), select the SFTP Destination from the dropdown list
  9. If required Enable Email (see below)
  10. Click Save Changes

The automatic report generation will be configured. You should receive the report to SFTP on the start date specified.

Enable Email #

If required you can enable email which will send the report to the specified email addresses.

  1. Tick the Enable Email checkbox
  2. Enter the Email Addresses to which auto-generated reports should be sent
  3. Click Enter on your keyboard to add the address
  4. Enter multiple email addresses if required
  5. Click Save Changes

The automatic report generation will be configured with email notifications enabled.

Note: The time range over which statistics are reported is fixed according to the settings configured when the report was created.

Remove Report Auto-generation #

If you no longer wish to have a report auto-generated and shared to an external destination or email simply disable the options on the selected report.

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Edit Data Reports
Table of Contents
  • Schedule data report generation:
    • Generate Automatically
    • Enable Email
  • Remove Report Auto-generation

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