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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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  • Data management
  • Wallboards
  • Viewing wallboards
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Viewing wallboards

Company administrators and supervisors with the Wallboards:Modify or Wallboards:View only privilege can view wallboards that display key performance statistics for the system. Wallboards provide a constantly updated snapshot of the events occurring on the system, for a simple, at-a-glance performance check. This is useful for monitoring the quality of services provided to customers and for billing purposes.

Click play to watch a video overview on viewing wallboards.

To view wallboards:

Procedure #

Step 1:
Click Data > Wallboards on the menu bar. A list of the wallboards that are already defined is displayed.

Step 2:
To view the statistics displayed on a specific wallboard, select the wallboard in the list, then click View/Edit Wallboard.
The wallboard opens.

Parent topic: Data management

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Managing wallboards
Table of Contents
  • Procedure

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