154 Template Reference
8.1. Real-Time and Historical Templates
The real-time templates generate reports that show the current state of
the call center enterprise. Real-time reports help you to keep track of
current call center resources and react quickly to any service delays.
The real-time templates draw data from the real-time tables in the local
database of the Distributor Admin Workstation. These tables are
constantly updated by the ICR real-time client process running on the
Distributor AW. Client AWs read the real-time data from the Distributor
AW database.
Historical templates are used to produce reports on past enterprise call
center performance. You can use the historical templates to generate
reports that help you to analyze trends and gauge resources across the
call center enterprise.
In contrast to the real-time templates, which display data from the
Distributor AW local database, the historical templates draw data from
records in the ICR central database. These records are updated every
half-hour. As an alternative, AWs might draw data from an Historical
Database Server (HDS) rather than directly from the central database.
One Distributor AW can be set up at an Admin site to serve as an HDS.
You can run any of the predefined templates by using the Template
Launcher within Monitor ICR. You can also combine real-time
templates and historical templates in a single report.
The remainder of this chapter lists the predefined templates and
describes the kinds of data each template displays.
See also:
For more detailed information on how the data is calculated, see the
template reference in the Monitor ICR on-line help.