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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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  • Searching a list
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Searching a list

To search a list:

Procedure #

Step 1:
Click:

A dropdown list of searchable columns and a search box are displayed.

Step 2:
Click the dropdown list and select (tick) the columns that you want to search on. By default, all searchable columns are ticked.

Step 3:
To further refine the search criteria, you can enter specific search terms in the Filter box. For example, you may be looking for a specific email address.

Any unicode characters are allowed, including whitespace and accented letters. The characters are not case-sensitive.

Partial search strings are supported. So, for example, if you search on “admin”, all searchable data containing this string anywhere in the field will be shown, such as “admin@company1.com”, “user1@admin.org”, etc.

A single search string can be matched against multiple fields simultaneously. For example, if you are searching on all columns in the user accounts list and you specify “Dan” as the search criteria in the Filter box, all user accounts with either “Dan” or “dan” in the first name field, the last name field or the username field will be shown.

To clear search criteria so that the complete list is displayed again, delete any characters in the Filter search box.

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