To comply with Avaya policy, ensure that the number of CMS agent licenses for simultaneously logged-in ACD agents is equal to or greater than the number of agent licenses configured in the ACD.
Important:
CMS consumes one agent license for each agent who logs in to at least one measured skill. Regardless of the number of measured skills assigned to an agent, only one CMS agent license is used when the agent logs in to one or more measured skills.
The total number of simultaneously logged-in ACD agents is cumulative across all ACDs monitored by CMS. For example, if CMS monitors two ACDs with 400 simultaneously logged-in measured agents each, you must license CMS for 800 simultaneous agents.
The agent licenses on CMS depend on the number of simultaneously logged-in agents, not the number of administered agents. CMS can report on all logged-in or staffed call center agents for any ACD it monitors. For example, if agent Angela Smith leaves the company, CMS continues to report on her formerly assigned Agent Login ID. However, because Angela is an inactive agent, she does not count toward the number of simultaneously logged-in agents.
While there are no plans to change this policy at this time, Avaya reserves the right to amend or change this policy at its sole discretion.
