Voicent Call Center Manager allows you to manage your call center with ease. You can use it to make sure your dropped-call rate stays below a set threshold, monitor and record agent conversations, see real-time performance reports and much more. The following pages cover the basic use of the tool, including:

• Descriptions of Call Center Manager's Windows
• How to set your Call Center's Dropped-call Rate Thresholds
• How to Monitor Agent Conversations
• How to Monitor A Phone Line
• How to Use Whisper Coaching
• Call Center Performance Monitoring
• Call Center Summary Reports
• Call Center Campaign Reports
• Call Center Agent Reports
• How to Eliminate Dropped Calls with Rollover IVR
• Time Zone Management
• Setup Line Usage Rules
• Setup Call Distribution Rules
• Setup Agent Role and Skill Group
• Setup Role-based Access To CRM Records

Call Center Manager's main window is shown below. The details of each window is explained in the next section

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