Horizon is a lot like Skype, if you’ve ever used that, except we don’t have video calls (thank god!) It allows you to place and receive calls to any phone number. Every CS employee with Horizon set up will have their own personal extension number. These are all available to view in the ‘Contacts’ section of Horizon - but we’ll get into that later.
Before we delve any further – please send a message to a Team Leader or Manager if you: • Don’t have Horizon installed and need to download the software. You can find a guide on how to do this here. • Don’t have a log-in/password for Horizon. • Need a head-set or are having issues with your current one.
So we’re logged into Horizon now and we’ll explore some of the important features!
The first icon on the left indicates your favourite contacts. You can also search for fellow employees (CS staff only) in the search box. It’s rare we place calls to each other, however it’s useful to know.
The second icon is the history section where you can see all the calls you’ve placed recently. Here’s an example of an outbound, inbound call, and missed call. (The phone numbers have been blanked out for this guide, you’ll usually see the full number).
The third icon is the dialpad. Speaks for itself.
When you’re in a call you’ll have the following buttons that you can press. If you hover over these you can see what they are. (In the app, not this guide)
You can put a customer on Hold, Mute or Transfer. We don’t use the remaining options so ignore them.
If a customer asks you to transfer them to a specific employee (usually only necessary when they’ve been cut off a call due to bad signal) click transfer
Once you’ve chosen the employee you’ll get the following two options:
Transfer now will cause the other employee to just receive a call, with no explaination. If you click attended audio, it will first put you through to the other employee, where you can explain the situation and give them any relevant information. When they’re ready to speak to the customer, click here:
If you receive a transfer from another employee, make sure you set your status to Outbound Call in the Dashboard, otherwise you’ll continue to receive calls!
The most important settings are in the Audio/Video tab.