Roles Archives - Horizon Contact Admin Help

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Administrator Knowledge Base
Supervisor Knowledge Base
Agent Knowledge Base

Administrator Knowledge Base
Supervisor Knowledge Base
Agent Knowledge Base

Administrator Portal and Setup

Privileges summary
Administrator Portal Overview
Setup Guides and Templates
Quick Setup Guide
Full Setup Guide
Administrator Information

Staff Management

Status data report
Users
Groups
Roles
Break Reasons
- Break reasons overview
- Managing break reasons
Holiday Lists
- Manage Holiday Lists
- Create a holiday list
Time Ranges
External Destinations
- External destinations
- Managing external destinations

Calls Management

Call data reports
Scheduling a call
Simultaneous ringing overview
Call Flows
Service Numbers
Campaigns
Queues
Playbooks
- Managing play books
Audio Files
Area Codes
Number Lists
- Managing number lists
- Importing number lists
Global Variables
- Managing global variables
Surveys
Call Slots

Flow Editor

Introduction to the Flow Editor
Flow Management
Standard Node Types
Call Flow Templates

Webchat Management

Changing user-configurable parameters for chat flows
Webchat overview
How the web-client interface works
Managing chat services
Managing chat flows
Importing or exporting a chat flow
Webchat data reports
Classifying a webchat
Webchat Queues
Webchat flow templates

Email Management

Email overview
Classifying an email
Email data reports
Settings required for adhoc outbound email
Supporting a shared email address
Email Servers
Email Flows
Email Queues

SMS Management

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

Safe-Pay Management

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

Agent Assets Management

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

Data Management

Reports Management
Report Types
Wallboards
Classifications
- Classifications Overview
- Managing classifications

Customer-related tasks

CRM overview
Customer-Related Tasks Summary
Creating a new contact record
Looking up a customer’s contact record
Modifying a customer’s details
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
Care Connect Integration
- Contact Care Connect
- Using Care Connect
ConConnect Integration
- ConConnect Installation
Microsoft Dynamics Integration
- Microsoft Dynamics Integration overview
- Microsoft Dynamics Integration procedure

System Management

System Management Summary
Channel blending
Changing the blending formula of channels
Changing channel capabilities
Changing the importance weighting of a channel queue
Configuring system channels
Diagnostics data reports
Managing reporting destinations
Configuring email editor options
Configuring an SFTP destination
Configuring system assets
Configuring what agents can view on their web portal
Configuring agents’ unavailability
Managing system themes
Managing media files
Displaying the online help
Microsoft Edge Integration

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Roles

Roles, privileges and profiles
Managing roles
Assigning and Customising Roles and Privileges
Best practice when creating different versions of a role

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