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Horizon Contact Admin Help
Release Notes
Horizon Contact Admin Help

Administrator Portal and Setup

  • Quick Setup Guide
  • Setup Guides and Templates
  • Privileges summary
  • Administrator Portal Overview
  • Full Setup Guide
    • Setup 1: Setting up agents
    • Setup 2: Preparing assets
    • Setup 3: Assigning user groups
    • Setup 4: Creating queues
    • Setup 5: Multiple groups
    • Setup 6: Queue Numbers
    • Setup 7: Adding audio files
    • Setup 8: Customising queue recordings
    • Setup 9: Customising agent recordings
    • Setup 10: Queue KPIs
    • Setup 11: Advanced setup
    • Setup 12: Queue Announcements
    • Setup 13: Callback setup
    • Setup 14: Customising time ranges
  • Administrator Information
    • What I can see on my screen after I log in
    • Change password
    • Change Language
    • Searching a list
    • Searching a dropdown list of items

Staff Management

  • Status data report
  • Users
    • Call Recording
    • Resetting user passwords
    • Modifying an existing user account
    • Configuring recording for a user account
    • Chat recording
    • Viewing agent contact details
    • Setting the IVR PIN
    • Viewing agent capability
  • Groups
    • User groups
    • Creating and adding a user group
    • Editing or deleting a user group
    • Copying a user group
  • Roles
    • Roles, privileges and profiles
    • Best practice when creating different versions of a role
    • Managing roles
    • Assigning and Customising Roles and Privileges
  • Break Reasons
    • Managing break reasons
    • Break reasons overview
  • Holiday Lists
    • Create a holiday list
    • Manage Holiday Lists
  • Time Ranges
    • Managing time ranges
    • Creating and adding a time range
    • Defining rules for a relative time range
    • Defining rules for an absolute time range
    • Editing or deleting a time range
    • Copying a time range
  • External Destinations
    • Managing external destinations
    • External destinations

Calls Management

  • Simultaneous ringing overview
  • Scheduling a call
  • Direct calls overview
  • Call data reports
  • Call Flows
    • Call routing flows
    • Modify user-configurable parameters for call flows
    • Call Flow Tutorial
    • Setting up an auto attendant for BC/DR Treatments
    • Call Flow Templates
      • Call Flow Tips and Tricks
      • Call Flow Templates
      • Call Flow Template 1
      • Call Flow Template 2
      • Call Flow Template 3
      • Call Flow Template 4
  • Service Numbers
    • Managing service numbers
    • Update a service numbers call flow or user-configurable parameters
    • Update an existing service number
  • Campaigns
    • Viewing campaign progress
    • Importing lists of campaign numbers
    • Create an outbound campaign
    • Managing outbound campaigns
    • Managing campaign numbers
    • How do campaigns work?
  • Queues
    • Call queue introduction
    • Create a call queue
    • Managing call queues
    • Assigning agent groups to a call queue
    • Configuring agent outbound dialling
    • Configuring wrapup settings
    • Adding queue audio
    • Managing in-queue audio
    • Defining when in-queue announcements are played
    • Configuring opt in/out options for caller recording
    • Customising agent call recording buttons
    • Configuring call recording for queues
    • Defining call-queue KPIs
    • Configuring advanced settings for a call queue
    • Configuring callbacks for a queue
    • Configuring callback slots for a queue
  • Playbooks
    • Managing play books
  • Audio Files
    • Managing audio files
    • System audio files
    • Adding audio announcements
    • Text-to-speech overview
    • Uploading Audio Files
    • Generate text-to-speech audio
  • Area Codes
    • Create an area-code group
    • Managing an area-code group
    • Importing and exporting area-code numbers
  • Number Lists
    • Managing number lists
    • Importing number lists
  • Global Variables
    • Managing global variables
  • Surveys
    • Managing after-call surveys
    • How after-call surveys are handled
    • Configuring survey parameters
  • Call Slots
    • Managing call slots
    • Callback slot announcements
    • What are call slots?
    • What are callbacks?

Flow Management

  • Introduction to Routing Flows and the Flow Editor
  • Benefits of Routing flows
  • Managing Routing Flows
    • Introduction to Node types
    • Node Parameter Values
    • Create and publish a new routing flow
    • Making nodes available from the Node Type library
    • Configuring nodes in a routing flow
    • Configuring variables in a routing flow
    • Adding user-configurable values
    • User-configurable parameter options
    • Additional flow editor functionality
    • Managing existing routing flows
    • Importing or Exporting a routing flow
    • Routing Flow Templates
  • Standard Node Types
    • Call delivery and routing node types
    • Caller interaction node types
    • Branching node types
    • Outdial node types
    • Queue node types
    • Email node types
    • Work-item node types
    • Company configuration node types
    • External destination node types
    • HTTP node types
    • Integrated PBX node types
    • Webchat node types
    • Miscellaneous node types

Webchat Management

  • Webchat overview
  • How the web-client interface works
  • Managing Webchat services
  • Webchat data reports
  • Classifying a webchat
  • Webchat Queues
    • Configuring advanced settings for a chat queue
    • Creating and managing a webchat queue
    • Defining chat-queue KPIs
    • Defining when in-queue announcements are displayed
    • Webchat queues overview
    • Assigning agent assets to a webchat queue
  • Webchat Flows
    • Managing Webchat flows
    • Modify user-configurable parameters for Webchat flows
    • Webchat flow templates
      • Chat flow templates
      • Chat Flow Template 1
      • Chat Flow Template 2
      • Chat Flow Template 3
      • Chat Flow Template 4

Email Management

  • Email overview
  • Email data reports
  • Supporting a shared email address
  • Settings required for adhoc outbound email
  • Classifying an email
  • Email Servers
    • Email Server recommended settings
    • Email Server Setup Guide
    • Viewing the default system email server
    • Viewing the email servers’ status
    • How email servers and authentication work
    • Managing email servers
    • Email Server Setup Guide
      • Email 1: Setting up users for email
      • Email 2: Setting up groups for email
      • Email 3: Creating text blocks for email
      • Email 4: Preparing assets for email
      • Email 5: Creating email classifications
      • Email 6: Creating email queues
      • Email 8: Email server settings
      • Email 7: Email Flow Templates
  • Email Flows
    • Managing email flows
    • Modify user-configurable parameters for email flows
    • Email Flow Templates
      • Email Flow Template 1
      • Email Flow Template 2
      • Email Flow Template 3
  • Email Queues
    • Email queues overview
    • Creating and managing an email queue
    • Defining email-queue KPIs
    • Configuring advanced settings for an email queue
    • Assigning agent assets to an email queue

SMS Management

  • SMS overview
  • Configuring SMS Templates
  • Configuring SMS From Addresses
  • Create an SMS queue
  • Configuring automated SMS
  • Managing SMS queues
  • Outbound SMS data reports

Safe-Pay Management

  • Safe-Pay data reports
  • The cardholder’s view
  • How Safe-Pay works
  • Merchant Configuration
  • Configure Payment Queues
  • PSP Configuration
  • PSP – Link Delivery
  • Editing or deleting a payment queue
  • Configuring Safe-Pay
  • PSP – Additional Parameters
  • PSP – Advanced Limits
  • PSP – Digital Wallets for Stripe PSP Configuration

Agent Assets Management

  • Agent scripts overview
  • Configuring agent scripts
  • Configuring agent script sections
  • Configuring text blocks
  • Managing text blocks
  • Managing attachments

Data Management

  • Reports Management
    • Reports overview
    • Loading or creating a report
    • Scheduling report generation
    • Generating and exporting a contact report
    • Managing contact reports
    • Scheduling contact report generation
    • Agent scripts data
    • Offline Reporting
      • Managing offline reporting destinations
      • The offline reporting datastore
      • Offline reporting events
      • Agent call event fields
      • Agent status event fields
      • Call queue event fields
      • Contact call event fields
      • Missed call event fields
  • Report Types
    • Call data reports
      • Callers report
      • Call flow report
      • Calls report
      • Call transfers report
      • External destination report
      • IVR report
      • Queue transfers report
      • Scheduled calls report
      • Service-number report
      • Call Classifications report
      • Voicemail report
      • Unreturned missed calls report
      • Queues – Abandoned Calls Report
      • Queues – Service Level Report
      • Call trace reports
      • Dropped calls report
      • Queue report
      • Agent report
    • Status data reports
      • Break reasons report
      • Working hours report
    • Diagnostic reports
      • Activity audit report statistics
      • Status change report
    • Email data reports
      • Email agent report
      • Email flow report
      • Email queue report
      • Email classifications report
      • Inbound emails report
      • Outbound email agent report
      • Outbound email recipient report
      • Outbound email template report
    • Webchat data reports
      • Webchat agent report
      • Webchat flow report
      • Webchat queue report
    • Outbound SMS data reports
      • Outbound SMS agent report
      • Outbound-SMS recipient report
      • Outbound SMS template report
    • Safe-Pay data reports
      • Safe-Pay agent report
      • Safe-Pay payments report
  • Wallboards
    • Managing wallboards
    • Customising a wallboard
    • Wallboards overview
    • Filtering the Agents Overview widget
    • Filtering wallboard widgets
    • Filtering the call queues for Company Summary widgets
  • Classifications
    • Managing classifications
    • Classifications Overview

Customer-related tasks

  • CRM overview
  • Creating a new contact record
  • View a customer’s contact record
  • Modifying a customer’s details
  • Deleting webchat conversations from customer contact records
  • Importing customer details
  • Exporting customer details
  • Configuring custom fields and tags
  • Assigning tags to a customer record
  • Managing columns

CRM Integration

  • Contact CRM Integration Developer Guide
  • Salesforce Integration
    • Salesforce Integration overview
    • Salesforce Integration procedure
  • Zendesk Integration
    • Zendesk Integration Overview
    • Installing Contact in Zendesk
    • Contact Zendesk Integration
    • Using Contact with Zendesk
  • Care Connect Integration
    • Using Care Connect
    • Contact Care Connect
  • ConConnect Integration
    • Introduction to ConConnect
    • Configuring ConConnect
    • Install ConConnect
  • Microsoft Dynamics Integration
    • Microsoft Dynamics Integration overview
    • Microsoft Dynamics Integration procedure

System Management

  • Configuring system assets
  • Managing system themes
  • Managing media files
  • Displaying the online help
  • Microsoft Edge Integration
  • Configuring ODS codes for automated NHSE reporting
  • Configuring agents’ unavailability
  • Configuring what agents can view on their web portal
  • Configuring email editor options
  • Channel blending
  • Configuring system channels
  • Changing the blending formula of channels
  • Changing the importance weighting of a channel queue
  • Changing Agent Capacities
  • Configuring an SFTP destination
  • Managing reporting destinations
  • Diagnostics data reports
  • Home
  • Docs
  • Safe-Pay Management
  • Safe-Pay data reports
View Categories

Safe-Pay data reports

For Safe-Pay payment transactions, report statistics are available for the following:

  • Payments report
  • Safe-Pay agent report
Note: Each type of call data can be selected for inclusion in reports by using the Report Subtype dropdown list on the Report Tool page.

Related tasks
Loading or creating a report

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