Note:
CMS reports show only the first 15 skills that an agent is logged into.
The following items apply to Avaya CMS Agent Tables:
Separate direct agent database items starting with DA_ are tracked.
Standard reports combine statistics for direct agent calls and skill calls. However, reports can be customized to separate these statistical groupings.
The following is true for the CMS Skill Tables:
Skill queues can be monitored for direct agent calls on the Queue/Agent Summary report.
Direct agent calls are not tracked.
Agent time while on a direct agent call is tracked as other time.
Non-ACD calls while in direct agent ACW are tracked.
The following item is true for the CMS VDN/Vector Tables:
