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Slice of ice Recap: Navigating iceMonitor

by Anastasia Micic | Published On June 28, 2024

On Wednesday, June 19th, 2024, ComputerTalk showcased how to navigate iceMonitor in our Slice of ice session.

Click here to watch the full recording or read on for a quick overview. 

 

During our Slice of ice session, we covered the following: 

  1. Overview of iceMonitor 

  2. How to manage statistics and display settings 

  3. Managing users in iceMonitor 

  4. Setting thresholds to view contact center goals 

  5. Setting up alerts to notify you of changes in the contact center 

Overview of iceMonitor 

iceMonitor is a tool that provides users with access to real-time statistics and information. This tool can be used to monitor queues, users, and teams. You can access iceMonitor by going to the iceManager website. 

How to login to iceMonitor: 

  1. Go to the iceManager website. 

  2. Input your UserID and Password. 

  3. Alternatively, if you have Single-Sign-On enabled, click the “Use Windows Credentials” button to sign in. 

  4. Once you have inputted your details, click the Sign In button to continue.  

 

  1. Once you have logged into the iceManager suite, click the iceMonitor page located at the top of the menu bar. Here you have access to all of the statistics and information related to your contact center. 

On the left-hand side of your screen there is a menu bar that allows you to navigate the different pages within iceMonitor as seen in the image below. Here you have your Homepage, Queues, Users, Teams, and Settings. The homepage displays a dashboard where you can pin all of the information you want to monitor in your contact center. The settings page allows you to set up alerts; hide queues, users and teams; and configure thresholds and display settings.