Reports are generated through the CMS Supervisor software, which monitors call center operations and collects data from the Automatic Call Distribution (ACD) system. CMS supports the ACD feature on the Communication Manager system.

The data that is collected is organized into reports that help you manage call center facilities and personnel. These reports can be displayed in real time, stored in a file, or printed. You can also set up scheduling for reports in the Web Client.

The data tracked includes caller identification, service parameters, internal call transfers, outgoing calls, and agent sales. Real-time reports can be updated as often as every three seconds and summarized as often as every 15 minutes. Historical reports are available in intrahour intervals of 15, 30, or 60 minutes, or as daily, weekly, and monthly summaries. Integrated reports can be updated as often as every 10 seconds. Integrated reports include data for a specified start time in the past 24 hours up to and including the moment the report is generated.

Designer reports are also available. Use the Report Designer component for customization. You can create a new report, edit an existing report, or customize the layout of a report.

You can use reports to do the following:

• Determine how many agents are needed.

• Manage call volume fluctuations.

• Configure the software to make changes automatically and to meet unexpected demands.

• Change agent skill assignments.

• Move agents between skills or initiate agent audit trails.

• Change VDN to vector associations.