CMS provides real-time, historical, and integrated reporting to track all contact center activities. Using the reports available in CMS Supervisor, you can make informed business decisions based on entities such as agents, split/skills, vectors, vector directory numbers, and trunks.
From the CMS Supervisor Web Client, you can schedule reports using the following options:
Once: Schedule a one-time report on a specific date and time.
Daily: Schedule a report to run at a specific time every day.
Weekly: Schedule one or more reports each week. For example, every Tuesday and Thursday.
Monthly: Schedule reports on specific days of selected months. For example, on the last Friday of June, July, and August.
CMS stores ACD data from the ACD system in real-time and historical databases. Real-time databases include tables for current and previous intrahour interval data, stored at 15, 30, or 60-minute intervals. Historical databases include tables for intrahour, daily, weekly, and monthly data.
