The fields under the Extn column in the CMS Real-Time Agent Report show the extension that the agent is logged into. The fields can be used to locate the agent or to service observe the agent.

With EAS enabled, the Skill Status Report replaces the Split Status Report. The report indicates the skills logged into and the skill level of each skill. If too many calls are waiting, or if calls are waiting too long (also shown on the Skill Status report), it is possible that not enough agents have the skill administered at a high enough skill level.

An agent can be denied login to some skills if the maximum agents or skill number is met or if the CMS limit on agent or skill pairs logged in has been reached.

CMS reports show only the first 15 skills that an agent is logged into.