xiv Preface
Chapter 6, “ Scheduling Reports”
Describes how to schedule reports to print automatically by using
the ICR Job Scheduler tool.
Chapter 7, “Available Data”
Describes the most commonly used data available in the ICR
databases.
Chapter 8, “Template Reference”
Documents the predefined report templates that come with Monitor
ICR.
Typographic Conventions
This manual uses the following conventions:
Boldface type is used for emphasis; for example:
Real-time information is not stored in the central database.
Italic type indicates one of the following:

A newly introduced term; for example:

A skill group is a collection of agents who share similar skills.

A generic syntax item that you must replace with a specific value;

for example:
IF (
condition
,
true-value
,
false-value
)

A title of a publication; for example:

For more information, see the Intelligent CallRouter Database
Schema Handbook.
Sans serif type with small caps represents keys on your keyboard; for
example:
Press the SHIFT key to select a range of items.
An arrow (→) indicates an item from a pull-down menu. For example,
the Save command from the File menu is referenced as File→Save.
Text you must type is shown in a sans serif type. For example:
Date and Time