Skip to content
  • Data Management
  • Feedback
  • Homepage
  • University Clearing
  • Staff Management
  • Calls Management
  • Getting Started
  • Classic Home
  • End User License Agreement
  • Administrator Knowledge Base
  • Supervisor Knowledge Base
  • Agent Knowledge Base
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
  • Data management
  • Live Data
  • Viewing live data
View Categories

Viewing live data

You can view real-time information about the queues and agents in your company. This is useful for monitoring the quality of services provided to customers and managing call handling.

To view live data, click Data > Live Data on the menu bar.

At the top of the page you can view the total number of agents that are currently logged in to the system and the number of these agents that are currently available.

Note:Total Logged In Agents includes those agents who are logged in and available and those agents who are logged in but not yet available.

How the data is presented depends on the view that you are in.

Parent topic: Data management

Related tasks
Viewing live call queues
Viewing live email queues
Viewing live chat queues
Viewing live agents
Changing the status of an agent
Changing the channel and/or queue availability of an agent
Searching a dropdown list of items

How did you find this training?
Viewing an agent’s inbox

End User License Agreement