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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
  • Supervisor Portal and Setup
  • What I can see on my screen after I log in
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What I can see on my screen after I log in

Upon logging in to your Supervisor Portal, you are presented with the following:

A welcome window, which lists what you can do in your Supervisor Portal with the roles that are currently assigned to you.

A command and status bar at the top of your screen, which allows you to:

Show or hide a sidebar menu, click:

To hide the sidebar menu, click:

View the contact method by which you will receive calls (as specified at login) and any associated phone number. For example:

View your current status and the length of time you have been in that status, in hours, minutes and seconds. For example:

Change your status, for example, indicating that you are now available to handle calls or that you are about to take a break:

View online help. Click:

then select View Help


Log out. Click:

then select Log Out.

Parent topic: Supervisor Portal overview

Related tasks
Selecting how I receive calls
Changing my current status
Changing my password
Logging out

Related reference
Contact Method
Current Status

How did you find this training?
Horizon Contact- Quick Setup Guide

End User License Agreement