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Preface
Preface
Purpose
This manual describes how to monitor enterprise call center activity with
the real-time and historical reporting features of the G
EOTEL Intelligent
CallRouter (ICR).
Audience
This document is intended for the Intelligent CallRouter supervisor. The
supervisor has an understanding of call center management and the
specific types of data that are used to report on call center activity and
resources.
This document assumes that you have some familiarity with Microsoft
®
Windows
™
applications and common tasks such as moving and resizing
windows and using a mouse.
Organization
Chapter 1, “Overview”
Introduces the Intelligent CallRouter and the ICR call center
enterprise.
Chapter 2, “The Admin Workstation”
Introduces the Admin Workstation (AW) with a special emphasis on
call center reporting and the Monitor ICR reporting application.
Chapter 3, “Creating a Report”
Guides you through the process of creating a simple report using the
predefined report templates of Monitor ICR.
Chapter 4, “Reporting Basics”
Describes how to use the basic features of Monitor ICR.
Chapter 5, “Setting Thresholds and Drill-Downs”
Describes how to set threshold values and drill-down templates in
Monitor ICR reports.