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8. Template Reference
8. Template Reference
The ICR comes with predefined templates that simplify the process of
generating reports. The predefined templates allow you to generate a
variety of reports without having to spend time developing queries or
designing report formats. Each template displays a specific set of
real-time or historical data in a chart, graph, or grid format. You can
generate reports from single templates or combine several templates to
produce a report.
A consistent format is used across all templates to ensure that call center
data are presented in a uniform manner. You can use the templates as
they are or copy and modify them to suit your particular business needs.
The ICR Custom Screen Builder allows you to modify the predefined
templates or create new templates. In addition, because the Intelligent
CallRouter has an open database architecture, you can use other database
query and reporting tools to access the databases.
See also:
For information on other database query and access tools, see Chapter 2,
“The Admin Workstation.”
This chapter describes each predefined template and provides examples
of the reports that can be generated by using the templates. Templates
are available for each call center entity in the ICR system:
Agents
Application gateways
Call types
Peripherals
Routes
Routing clients
Schedules
Services
Service arrays
Skill groups
Trunk groups