Horizon - New Dispatcher Training
Dispatch Lesson 4: Understanding Triage as a Dispatcher
Tickets arrive messy. Priority is missing or wrong. Type is whatever the customer picked from a portal dropdown. Description is a one-liner that doesn't explain what's actually broken. Before any of that ticket can be assigned sensibly, someone has ...
Dispatch Lesson 11: Working with the System
The final lesson. Horizon does a lot automatically — triage, routing, escalation, watchlist reactions, helpdesk side effects. This lesson covers how much you actually touch (vs. what the system handles), how watchlists drive both visibility and ...
Dispatch Lesson 10: Calendar Mastery — Drag-and-Drop
Drag-and-drop on the dispatch calendar is the dispatcher's primary input mechanism. Move scheduled todos, reassign across agents, signal rank changes on floating todos, drop tickets onto specific time slots — all without opening dialogs. ...
Dispatch Lesson 9: Bulk Actions and Smart Assignment
Working at scale. Bulk operations let you process many tickets at once; Smart-Assign lets the system pick the right assignee when you only know the level (UP / SIDEWAYS / DOWN), not the person. Together they're how a dispatcher clears a hundred ...
Dispatch Lesson 8: The Ticket Board
Where dispatcher triage actually happens. The Ticket Board is your list-based view of unassigned and queued tickets, with admin-defined scopes and filters layered on top. This lesson also covers the Project Board (view-only) and what's ...
Dispatch Lesson 7: Reading Availability
Not all "unavailable" is the same. This lesson covers the three states (Free, Busy, Unavailable), then takes you through the In/Out Board — including scheduling future absences for agents — so you can read availability accurately and plan around it. ...
Dispatch Lesson 6: Understanding Assignment
The two actions you'll do most often as a dispatcher: assigning a ticket to a specific agent, and marking an agent in or out. By the end of this lesson you can route work and manage team availability — the operational core of the role. ...
Dispatch Lesson 5: Understanding Todos as a Dispatcher
Assigning a ticket says who owns the problem; creating todos says what to do, when, and where. As a dispatcher, todos are your real lever. This lesson covers what todos are, how they differ from tickets, and how a dispatcher creates and manages them ...
Dispatch Lesson 3: Your Dashboard — The Team at a Glance
The Dashboard is your home base — a multi-resource calendar showing every agent's day side by side. This lesson covers what's on the Dashboard and how to customize the view to match how you work. Viewing the Team's Tickets Problem: As an agent, "My ...
Dispatch Lesson 2: Teams, Users, and Who You're Directing
Every assignment decision in Horizon flows through a two-level hierarchy: teams group agents. Before you can route work effectively, you need a clear mental model of how that hierarchy works on your account. Teams and Users Problem: As an agent, you ...
Dispatch Lesson 1: Welcome to the Dispatcher Seat
First lesson in the dispatcher series. By the end you'll be in the dispatch panel, oriented to its main pages, and able to find help when you get stuck. This is the bare-minimum setup before you can do any actual dispatcher work. Getting Help ...