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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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  • Docs
  • Data management
  • Wallboards
  • Customising a wallboard
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Customising a wallboard

Company administrators and supervisors can customise wallboards to display key performance statistics for the system.

Click play to watch a video overview on managing wallboards.

To customise a wallboard:

Procedure #

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

Step 2:
Select (or add) the appropriate wallboard.

Step 3:
Click View/Edit Wallboard.

Step 4:
To the wallboard (if you are editing an existing one), click:

Step 5:
To add a widget:

  • Click:

Icons for the available widgets are shown:

These define the different types of statistics that can be displayed on the wallboard.

Note: Depending on the features and functionality that are licensed for your system, some of these widgets may not be available.

  • Click the appropriate widget icon.
  • Select the widget source, Group Widget and (if available) Widget Type from the dropdown lists.
  • Click Add.
    The widget is created and the data is displayed on the wallboard. You can move the widget around the wallboard as required.

Step 6:
To delete a widget from the wallboard, click on the following icon in the widget’s title bar:

To confirm that you want to delete the widget, click:

Step 7:
To save and lock the wallboard, click:

Parent topic: Data management

Related concepts
Statistics and reports overview

Related tasks
Managing wallboards
Searching a list

Related reference
Wallboard page
Add widget page

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Managing wallboards
Table of Contents
  • Procedure

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