HorizonPay Nigeria — Agent Portal

Softphone

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IDLE

No Active Call

Ready

Transfer Call

Blind

Attended

Customer Information

Caller ID

Customer Name

Account Number

Phone Number

Issue Category

Priority

Low

Normal

High

Urgent

Call Notes

Wrap-Up

Wrap-Up Time Remaining

Disposition

Callback Date & Time

Last Call Summary

No completed calls yet this session.

Select a conversation to start chatting

Contact Details

Name

Phone

Account Number

Notes

Tags (comma-separated)

Quick Actions

Conversation History

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Open WhatsApp Chats

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Unassigned

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SLA Warning

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SLA Breached

Live Queue Monitoring

Live — Auto-refreshes every 5s

Active Calls 0

Queue	Caller ID	Agent	Duration	Wait Time	Status

Live Agent Status

Agents 0

Agent	Ext	Status	Caller	Duration	Campaign	Pause Reason	Actions

Active Call Details

Color coding: ● <3min ● 3–5min ● >5min

Queue	Caller ID	Agent	Talk Time	Wait Time	Status	Recording

HorizonPay Nigeria — Live Operations

Real-Time Contact Center Dashboard

00:00:00

WAT (UTC+1)

Agent Status Grid

Reports & Analytics

Date From

Date To

Agent

Queue

Calls Per Hour

Agent Performance

Agent	Calls Handled	Avg Talk Time	Resolved	Escalated	Transferred	Avg Wrap-Up	Service Level

WhatsApp Broadcast Manager

Create Broadcast

Campaign Name

Template Name

Recipients

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Broadcast Campaigns

Name	Template	Recipients	Status	Progress	Actions

Live Queue Monitoring

Live Agent Status

Active Call Details

Reports & Analytics

WhatsApp Broadcast Manager

Advanced Settings

Agent Accounts

Agent Groups